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.