Tracking Code 1882 Job Description
POSITION & PERSON SPECIFICATION
Job Title : Customer Service Engineer
REPORTS TO : Data Centre Manager LOCATION : London
POSITION FUNCTION :
To act as the Company representative on site 24 / 7 / 365, providing support and assistance to external and internal customers on a rotating shift pattern, ensuring that our customer expectations are met or exceeded at all times
MAIN RESPONSIBILITIES :
Provide 24 / 7 / 365 support to both external and internal customers on a rotating shift pattern
Install customers equipment and cable installations according to specification
Build customer data centre suite solutions according to specification as directed
Receive first line support requests from customers for work to be carried out, acknowledge the request and log into Remedy so that customer requirements can be made at the earliest opportunity
Liaise positively and proactively at all times with customers in order to resolve any issues and exceed their expectations
Carry out media / back up tape changes
Ensure an accurate record is kept of all work carried out and that time is booked for all works undertaken
To ensure that any records databases are kept updated, that all shift related reports and checks are completed and handed over to the Line Manager / Senior Engineer as per local procedures
Ensure that buildings are clean, safe and secure by rigidly following safety and security procedures, and in conjunction with accreditations and standards
Ensure adherence to all company processes and procedures
Ensure that the escalations process is followed as required
Maintain a duty of care for everyone on site - immediately report any health and safety concerns, or anything unsafe or potentially dangerous to management and stop the work continuing
Monitor and check plant and equipment and escalate problems or anticipated problems to ensure continued provision of service
Respond to customer requests as per the customer charter guidelines
To cover the Customer Service Assistant role out of normal working hours or as required or directed
To deal with customer deliveries as required or directed, as per company processes
To ensure that any works carried out at sister sites is communicated to own Line Manager
SKILLS & EXPERIENCE :
Excellent organisational skills
Practical and theoretical cabling skills
Proven written and verbal communication skills
Computer-literacy / IT skills email, data entry, excel, remedy
Customer service skills
PERSON SPECIFICATION :
Excellent time management skills and the ability to prioritise
A logical approach to problem solving
Ability to diagnose and resolve customer technical problems
Ability to apply company policy and procedure
To produce work to a consistently high standard
Capability to work independently and as part of a team
Ability to liaise effectively with internal and external customers
Excellent telephone manner and listening skills
Ability to meet and exceed targets and customers’ expectations
Ability to know when to support colleagues
To have a friendly and approachable attitude to work
To be flexible and adaptable, self-motivated and a pro-active worker
Works well under pressure and to deadlines / targets
KEY PERFORMANCE MEASURES :
Positive feedback from customers
No customer complaints for site
No waiting time for customers at reception adequately manned during office hours
All customer issues logged and responded to at the earliest opportunity
Customer records well maintained, accurate and up to date
All keys and access passes are accounted for
All work for customers logged accurately in Remedy
Adherence to company systems, processes and procedures
Positive feedback from work colleagues
All deliveries logged in accordance with company procedures
BEHAVIOURAL ATRIBUTES :
Ensuring Results A conscientious worker, ensuring work is delivered to a high standard of quality, timeliness and quantitative performance
Communication - Communicating effectively ensuring excellent verbal and listening skills
Customer Focus - Ensuring that both current and anticipated needs of customers are met
Internal Networking - Establishing contacts in the organisation and interacting effectively with them
Teamwork The ability to work co-operatively with others as part of a team, as opposed to working competitively or separately
Flexibility The ability to adapt and work effectively as the requirements of a situation change and the willingness to easily accept changes both within the role and in the company
Initiative The ability to think ahead about what needs to be done, spotting opportunities and taking action to make the most of them
Quality Focus - Pays attention to detail, works to strict deadlines, adopts an articulate and methodical approach, strives to provide first class results every time, takes pride in his / her work, follows through on actions and ensuring a high level of productivity and efficiency is maintained at all times
Problem Analysis & Solving - Analysing complex problems, evaluate alternatives & identify sound options; resolving problems and create solutions
Attitude Having a positive and enthusiastic attitude towards work, customers and team members
Approachability An honest, trustworthy and reliable individual who is flexible and adaptable and a self-starter
Digital Realty : Where the cloud lives and business thrives :
We built the global standard for technical real estate, developing a unique capability to acquire, manage, and scale data centre campuses.
Now, Digital Realty is building a unique ecosystem of open solutions that power customer growth through exceptional service on a foundation of unrivalled data centre expertise.
The new Digital Realty combines unparalleled data centre services, carrier-dense interconnection, real estate acumen, and financial strength to create unique power of choice and value when and where our customers need it.
Our Mission :
To provide our customers with the trusted foundation for the digital world
Our Vision :
To build a network of connected campuses and internet gateways that become the heart of the internet and cloud, powering growth and prosperity for customers, employees and shareholders.
Our Values :
Guide our decisions and actions every day above all else, we value customers, excellence, talent, teamwork and success.
Why Digital Realty :
Make an impact You’ll enjoy the satisfaction that comes with knowing your efforts positively impact company growth and your professional career.
The best of both worlds you'll find that working for our company may be a little bit different. We are small enough, with only 1,400 employees across our global portfolio, that your hard work will be visible throughout the organization, yet our extensive offering of services and solutions and proven track record of growth;
stability and industry-leading innovation give you the resources and tools you need to take your career to the next level.
Unique culture we are a collaborative, people-focused company dedicated to quality and continuous improvement. When you become a member of our team, you receive our commitment to your continued development and support.
Strong foundation our financial strength and stability provide our customers with the assurance that Digital Realty will be their partner for current data centre needs and those in the future, and our investment credit ratings provide us access to paths for more capital.
We view each of our customers as a long-term partner.
Green standard for sustainability we are committed to improving the performance and energy efficiency of our data centres through the creation, adoption and promotion of industry-
leading best data centre practices and experience. We are pioneers in thinking about green data centres and are also a Contributing Member of The Green Grid.
About Digital Realty
Since the Company's initial public offering in November 2004, Digital Realty has been a fast-growing leader in the design, development and operation of data centres worldwide.
We focus on providing data centre, colocation and information technology services, communications and social networking to financial services, manufacturing, energy, healthcare and consumer products.
As of March 31, 2018, the Company’s has 203 data centres, comprising approximately 27.6 million square feet, excluding approximately 3.
6 million square feet of space under active development and 1.5 million square feet of space held for future development, located throughout North America, Europe, Asia and Australia.
We stand out in the marketplace by offering innovative solutions driven by customers who see data centres not just as a technical investment, but also as a strategic platform for success.
Digital Realty is a publicly traded company (NYSE : DLR) with investment grade ratings from all three major ratings agencies.
Digital Realty is an equal opportunity employer
Job Location London, London, City of, United Kingdom Position Type Full-Time / Regular