Customer Service Engineer

hace 4 semanas

Madrid, España Digital Realty A tiempo completo

**Your role**

The Position reports directly to the Customer Services Manager. Internal contact is with the Operations function and within local office especially the CST interacts with Service Planning Coordinator. External contact is with customers and suppliers.

The Customer Service Engineer is responsible for repairs, physical customer implementation process and customer service support.
- Central / Country Focus
- Provides Technical Customer Service Support, carries out operational technical interventions requested by clients according our SLAs
- Execution of customer service requests (eg. Precabling if needed, cross connects and Hands & Eyes).
- Execution of migration activities (Labelling, Installation, Documentation and testing).
- Informs clients and the ECSC 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 customer Services manager and provides feedback to the sales force.
- Makes suggestions for improving the quality and effectiveness of the interventions and customer services delivered as well as the quality and effectiveness of the data center.
- Owner of 1st line support activities i.e., provide 24/7 availability and when necessary, manage and/or execute simple maintenance tasks (including simple emergency procedures) on request.
- Single point of contact for ECSC outside business hrs.
- Works closely with Facility and Site Management, Security, Service Transition and Service Delivery.
- Monitors and documents customer services provided by external providers and accompanies customers that request access to Interxion’s centralized patching room.
- Providing H&E support and responsible for the set-up and / or de-installation of Cross Connects, Cloud Connects and Customer Equipment Connections within SLA

**Support to Facility/Site Management on request**
- During business hours if a collaboration is required from Facility/Site Management
- Out of business hours if CSE is on site or not enough Facility Engineers because because simultaneous occurrences
- Simple emergency procedures (cooling equipment reset, circuit breaker reset)
- Installation customer requests (PDU activation/deactivation, DC or AC power circuits)
- Simple customer incidents (Temperature or humidity checks, electrical supply checks)
- Small repairs and/or tasks (lighting, raised floor, blanking panels,)
- Inspection plans

**Reports**

Create and update internal documentation reporting, procedures, etc

**What you’ll need**
- Minimum 2-year experience working in a data centre environment
- Previous experience as a technician in an IT or industrious environment

Fluent in English, both written and orally.

**A bit about us**

Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company's global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents.

**What we can offer you

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