VERNE

Job Title: Customer Support Technician Job Location: London Data Center Key Responsibilities Manage customer communications, projects, and service requests, ensuring timely updates, accurate delivery, and a high level of customer satisfaction. Troubleshoot and resolve customer issues relating to network connectivity, server hardware, operating systems, software applications, and other data centre infrastructure. Act as an escalation point for complex technical issues, working collaboratively with internal teams to identify and resolve problems efficiently. Support internal IT operations, including hardware deployments, Microsoft 365 administration, user support, and general helpdesk activities. Install and manage cross connects and cabling infrastructure on behalf of customers and network providers, ensuring accurate records and adherence to data centre standards. Maintain accurate documentation of incidents, troubleshooting activities, resolutions, and operational procedures within the ticketing system and knowledge base. Perform routine data centre maintenance tasks, including equipment installations, upgrades, cabling, rack management, and hardware replacements. Conduct regular infrastructure audits and maintain inventory records for equipment, racks, cabling, and power distribution units (PDUs). Monitor support trends and identify opportunities to improve processes, increase efficiency, and enhance the customer experience. Ensure compliance with company security policies, operational procedures, and industry best practices. Stay informed on emerging technologies and developments within data centre operations and technical support. Contribute positively to team culture through collaboration, knowledge sharing, and a customer-first approach. Skills & Experience Minimum 3 years' experience in a technical support or data centre support role. Strong understanding of networking concepts, server hardware, Windows and Linux operating systems, and virtualisation technologies. Experience troubleshooting hardware, software, and connectivity issues within a production environment. Familiarity with ticketing systems, monitoring platforms, and remote support tools. Experience supporting Microsoft 365 environments is desirable. Strong communication skills with the ability to engage professionally with customers and stakeholders at all levels. Ability to manage priorities effectively and work calmly under pressure in a fast-paced environment. Proven ability to meet SLAs and deliver excellent customer service. Strong analytical and problem-solving skills with attention to detail. Certifications (Desirable) CompTIA A+ CompTIA Network+ Microsoft certifications (MCSA or equivalent) Other relevant infrastructure or networking certifications Working Pattern & Location This is a fully on-site role based at our data centre in Farringdon, London. Shift pattern: 4 on, 4 off, rotating between day shifts (07:00-19:00) and night shifts (19:00-07:00). There is no on-call requirement outside of rostered shifts. Overtime opportunities are available on a voluntary basis to cover colleagues, subject to mutual agreement. What We Offer Opportunity to be part of a fast-growing, private equity-backed company. A dynamic, innovative, and inclusive working environment. Competitive compensation and benefits package. The chance to work with a talented and ambitious international team.