Customer Service Engineer

The Customer Service Engineer is responsible for carrying out Service Requests of customers and will be responsible for the layer between first level support and second level support that combines technical support, operational delivery, and service management. You will act as the point of contact for customer service requests, working across server, network, cabling, and infrastructure environments while ensuring service delivery meets agreed SLAs.

• Provides technical customer service support and carries out operational technical interventions requested by clients which include direct contact with customers (eg Hands & Eyes, Cross /Disconnects or act as Incident Manager) 

• Monitors and documents customer services provided by external providers 

• Supports Implementation Services activities, under coordination of the Implementation Services Manager.

• Executes migration activities (Labelling, Installation, Documentation and testing). 

• Monitoring of Infra Structure alerts and provide 1st level response taking in consideration the applicable EOP and SOP’s. 

• Executes operational tasks regarding incident and problem management and acting as local Incident Manager when applicable. 

• Potentially guidance and support of more junior colleagues. 

• Informs clients, Technical Ops Planning function and about progress in interventions and the delivery of any value added services, follows up on customer termination requests and questions. 

• Records the intervention in a local report for the Data Center Manager and provides feedback to the Technical Ops Planning function 

• Execution of approved CR’s according to the Global standards of Digital and in cooperation Technical Ops function. 

• Provides advanced 1st line support to the Site teams and escalates / decides for 2nd line call out support and/or supplier if applicable. 

• Arranges access requests when applicable and execute a risk assessment. 

• Provides reporting and documentation management of all site related incidents. 

• Vocational qualification of a technical nature (qualified electricians are a distinct advantage) 

• Previous relevant experience as a technician in Telco, IT or DC background 

• Experience of networks desired but not essential 

• ITIL and/or is preferred but not essential 

• HVAC, mechanical, electrical 

• Demonstrable knowledge of Data installations and terminations.

• Excellent organizational skills and attention to detail.