Technician I

The Technician is responsible for supporting Service Requests, including basic technical interventions such as remote hands services for customers and assisting with cross-/disconnects under supervision. The primary focus is ensuring the smooth functioning of customer infrastructure. Additionally, the Technician assists with internal requests to maintain cleanliness and safety within the data center.

• →Adhere to company safety policies, operational efficiency, and core values.
• →Provide technical customer service support and perform operational technical interventions for customers, including handling Remote Hands requests.
• →Assist with technical projects and support activities, including equipment setup, deinstallation, and documentation.
• →Ensure compliance with company policies and regulations, including customer request reporting and administration.
• →Document and analyze progress, issues, and outcomes to drive continuous improvement initiatives.

• →Assist with special projects or assignments as directed by the Lead Technician or Supervisor.
• →Participate in the continuous (24x7) Call Out team.
• →Engage in training and development opportunities.
• →Provide observations and suggestions for improving data center effectiveness and efficiency.

• Provide technical customer service support and operational interventions requested by clients.
• Handle Remote Hands requests, including:
• Customer equipment migration (labeling, installations, documentation, and testing).
• Emergency troubleshooting and maintenance of customer infrastructure (e.g., rebooting, resetting, handling connectivity issues).
• Special maintenance requests (e.g., simple repairs, equipment exchange, technical measurements).

• Support migration and implementation activities under the coordination of the Implementation Services team.
• Perform Cross Connect setup and deinstallation, including cabling, installation, documentation, and testing.

• Execute customer request reporting and administration in the internal system.
• Ensure all work complies with relevant policies and regulations, conducting risk assessments as necessary.

• Support Level I & II Technicians as requested by Site Management.

• Basic understanding of telecommunications, IT, or electrotechnical environments.
• Familiarity with basic network infrastructure and measurement tools.
• Skills in optical fiber installations, wiring networks, electrical wiring, and network configurations.
• Basic problem analysis and troubleshooting abilities.
• Proficiency in service-oriented software, task handling, and administration.
• Knowledge of Microsoft Office and Service Management applications (e.g., Excel).

• Has an interest in Data Center mechanical and electrical appliances, with the potential to undergo basic training to support engineering teams with general maintenance tasks.
• Proactive and customer-focused mindset with dedication to service and business goals.
• Attention to detail and hands-on approach with a willingness to learn and develop.
• Team-oriented mentality with effective communication skills and resilience in challenging situations.