Job Description
- Lead and ensure adherence to company safety policies, operational efficiency, and core values.
- Provide technical leadership, overseeing site operations to ensure compliance with industry standards.
- Supervise and mentor technicians, facilitating their training and development.
- Deliver advanced technical customer service support and prioritize service requests.
- Collaborate with Site Management to identify efficiencies, innovations, and plant optimization.
- Manage compliance, administration, and documentation, ensuring adherence to regulations. Act as a single point of contact for customer service requests and maintain effective communication with stakeholders.
Technical Leadership and Team Supervision
- Provides technical leadership to the team, ensuring the site is run safely, efficiently, and in line with industry best practices and relevant compliance standards, carrying out checks.
- Assists with technical projects onsite and oversees compliance and switching, and reviews handover documentation.
- Implements the induction process for new starter technicians and provides correct feedback to Site Management as per the Induction Policy. Works with technicians to assess the level of expertise to identify training and development needs and areas for improvement.
- Makes advanced decisions and has autonomy in their technical field of expertise within the guidelines of Site Management.
- Supervises a team of technicians when applicable and requested by Site Management.
- Ensures that technicians on site have all the required consumables and tools to operate effectively.
Customer Service and Support
- Provides advanced technical customer service support and carries out operational technical interventions.
- Provides expertise and input for quotations for customer service requests on demand by assessing the feasibility of each request to ensure SLA levels can be met.
- Optimizes resource utilization by carefully assigning customer service requests to the most appropriate technician and prioritizing service requests.
- Assists Manager Remote Hands or Manager Data Center regarding communication with customer representatives during day-to-day operations and incident escalation.
- Ensures that customers are informed about the work progress and the delivery of any value-added service.
- Prioritizes service requests and acts as a single point of contact for customer service requests.
- Monitors and documents customer services provided by external providers. Follows up on customer termination requests and questions on request. Provides customer reporting upon request.
Operations and Efficiency Improvement
- Supports Site Management in identifying efficiencies/innovations and plant optimization.
- Supports migration activities as part of Implementation Service activities, under the coordination of the Implementation Services team.
Compliance and Administration
- Executes and drafts MOP’s, Change Requests (CR), and EOP’s when applicable.
- Ensures the administration of the internal systems is up to date.
- Responsible for ensuring all work is carried out in compliance with relevant policies and regulations and that Risk Assessments are carried out as appropriate.
Additional Responsibilities
- Take on other special projects/assignments as directed by Manager Remote Hands and/or Lead Technician
- Participate in the full continuous (24x7) Call Out team together with the other Technicians
- Consistently strive to develop and increase skills & expertise.
- Be an active participant and make observations & suggestions towards the improvement of the data center effectiveness and efficiency.
- Assist in the development of training plans, assessment of performance, and actively support the recruitment process.
Overall Responsibilities:
- Lead and ensure adherence to company safety policies, operational efficiency, and core values.
- Provide technical leadership, overseeing site operations to ensure compliance with industry standards.
- Supervise and mentor technicians, facilitating their training and development.
- Deliver advanced technical customer service support and prioritize service requests.
- Collaborate with Site Management to identify efficiencies, innovations, and plant optimization.
- Manage compliance, administration, and documentation, ensuring adherence to regulations. Act as a single point of contact for customer service requests and maintain effective communication with stakeholders.
Technical Leadership and Team Supervision
- Provides technical leadership to the team, ensuring the site is run safely, efficiently, and in line with industry best practices and relevant compliance standards, carrying out checks.
- Assists with technical projects onsite and oversees compliance and switching, and reviews handover documentation.
- Implements the induction process for new starter technicians and provides correct feedback to Site Management as per the Induction Policy. Works with technicians to assess the level of expertise to identify training and development needs and areas for improvement.
- Makes advanced decisions and has autonomy in their technical field of expertise within the guidelines of Site Management.
- Supervises a team of technicians when applicable and requested by Site Management.
- Ensures that technicians on site have all the required consumables and tools to operate effectively.
Customer Service and Support
- Provides advanced technical customer service support and carries out operational technical interventions.
- Provides expertise and input for quotations for customer service requests on demand by assessing the feasibility of each request to ensure SLA levels can be met.
- Optimizes resource utilization by carefully assigning customer service requests to the most appropriate technician and prioritizing service requests.
- Assists Manager Remote Hands or Manager Data Center regarding communication with customer representatives during day-to-day operations and incident escalation.
- Ensures that customers are informed about the work progress and the delivery of any value-added service.
- Prioritizes service requests and acts as a single point of contact for customer service requests.
- Monitors and documents customer services provided by external providers. Follows up on customer termination requests and questions on request. Provides customer reporting upon request.
Operations and Efficiency Improvement
- Supports Site Management in identifying efficiencies/innovations and plant optimization.
- Supports migration activities as part of Implementation Service activities, under the coordination of the Implementation Services team.
Compliance and Administration
- Executes and drafts MOP’s, Change Requests (CR), and EOP’s when applicable.
- Ensures the administration of the internal systems is up to date.
- Responsible for ensuring all work is carried out in compliance with relevant policies and regulations and that Risk Assessments are carried out as appropriate.
Additional Responsibilities
- Take on other special projects/assignments as directed by Manager Remote Hands and/or Lead Technician
- Participate in the full continuous (24x7) Call Out team together with the other Technicians
- Consistently strive to develop and increase skills & expertise.
- Be an active participant and make observations & suggestions towards the improvement of the data center effectiveness and efficiency.
- Assist in the development of training plans, assessment of performance, and actively support the recruitment process.
- Minimum 5 years’ experience in 5+ years of experience in Telecommunications or Data Center related field
Minimum 1 year of Management /Supervision of personnel
CompTIA A+ / Net + Certification
Ability to rack, stack, cable, and troubleshoot network devices such as routers, switches, firewalls, and servers
Knowledge of various fiber optic and copper connectivity methods including Ethernet, TDM, SONET and DWDM topologies
5+ years use of industry standard test equipment for certifying copper and/or fiber network cabling
Strong structured cabling installation and termination background
Strong troubleshooting and root cause analysis skills
AC/DC electrical theory
Building Management System (BMS) and Branch Circuit Monitoring System (BCMS) experience
Professional business communication and interpersonal skills
Effective organizational skills and attention to detail
Leadership and Team experience
Advanced skill in Microsoft: Windows Operating Systems, Office Suite versions, and Visio
Knowledge of Telcordia installation standards
Understanding of network device deployment
Knowledge and understanding of MEP (Mechanical, Electrical, and Plumbing) standards and operations
Ability to train lower level technicians
Strong analytical skills
Mission Critical Data Center Facility Maintenance preferred
BICSI Certifications preferred
CCNA preferred
