Data Centre Concierge

The DS Data Centre Concierge provides on‑site support and a high‑touch service experience for customers and internal teams within the data centre environment, coordinating access, logistics, and basic technical needs to ensure smooth operations, security compliance, and an excellent client experience. This Brisbane‑based role is primarily located at the Kenmore Data Centre (Unit 6, 2060 Moggill Road, Kenmore QLD 4069) and supports a rotating roster covering extended hours, including evenings and weekends, to align with 24/7 data centre operations. The ideal candidate brings strong customer service skills, attention to detail, and comfort working in a mission‑critical technical environment.

• →Deliver front‑line concierge support within the Kenmore Data Centre, greeting and hosting customers, vendors, and visitors, ensuring a professional, high‑touch experience at all times.
• →Coordinate site access and security by validating credentials, managing visitor and contractor entry, arranging escorts, and following badge, sign‑in, and access‑control procedures in line with 11:11 and site security policies.
• →Support logistics and remote‑hands activities, including receiving and dispatching equipment, basic racking/stacking support, cable moves, and other hands‑on tasks under guidance from Data Centre and Cloud Operations teams.
• →Monitor the data centre environment(e.g., general room conditions, cleanliness, obvious alarms or incidents) and promptly escalate issues to the Data Centre Facilities and Engineering teams according to established runbooks and incident procedures.
• →Coordinate customer work and bookings, including scheduling maintenance windows, customer visits, and hands‑on support activities, and ensuring pre‑requisites (access approvals, equipment readiness, change tickets) are in place.
• →Update records and ticketing systems with accurate notes on site activity, access, and basic work performed, supporting audit trails, asset tracking, and lifecycle management of data centre infrastructure.
• →Collaborate with DS Cloud Operations, Network, and Facilities teams to support implementation, lifecycle management, and troubleshooting activities as requested, maintaining clear and professional communication with internal stakeholders.
• →Follow all safety, compliance, and quality procedures, including lock‑out/tag‑out, incident and hazard reporting, and any requirements arising from applicable Australian modern awards and local regulation (e.g., Telecommunications Services/Clerks streams for this classification).
• →Work supportively with colleagues, operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values 
• →Responsibly receive, transmit and policies
• →Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements 
• →Additional duties as assigned

• Typically 2+ years’ experience in a customer‑facing operations, facilities, or technical support role; experience in a data centre, colocation, telco, or other mission‑critical environment strongly preferred.
• High school certificate or equivalent required; additional technical training (e.g., Certificate III/IV in IT, networking, or data centre operations) preferred.
• Familiarity with data centre practices such as basic rack/stack activities, patching, and equipment handling (preferred).
• Comfort using ticketing and workflow tools, email, spreadsheets, and collaboration platforms to record activity and communicate status (required).
• Basic understanding of physical security, access control, and HSE expectations in a data centre or similar environment (required).
• Strong customer service and communication skills, with the ability to interact professionally with customers, vendors, and internal stakeholders in person and in writing (required).
• High level of dependability, attention to detail, and ownership of tasks from start to finish (required).
• Demonstrated ability to follow procedures and work instructions in a regulated, safety‑conscious environment (required).
• Ability to work effectively as part of a rostered team, including evenings, weekends, and public holidays as business needs require (required).
• Must be legally eligible to work in the country without visa sponsorship 

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.