Customer Service Engineer

2 months ago

Dublin, Ireland Digital Realty - Multi-Lingual 2023 Full time

Your role

The Customer Service Engineer (CSE) is primarily responsible for customer service support including, but not limited to Hands & Eyes (H&E), Rack & Stack, work on Customer Provided Equipment (CPE), Cross Connects (CC) and Pre-Cabling (PC) according to the defined and committed Service Level Agreements (SLAs) as per business requirements.

What you’ll do

Overall Responsibilities

  • Primary focus during business hours is on Customer Services Engineer responsibilities 
  • For the purposes of on-call and maintaining customer satisfaction, focus of this role is also given to Facilities Engineer responsibilities as required and instructed by the direct or indirect line manager
  • Work on attaining and maintaining an up-to-date working knowledge on all processes and procedures related to facilities including but not limited to cooling systems, access controls, fire suppression systems etc.
  • Demonstrates an understanding of Operational procedures & processes such as Risk Assessment Method Statements (RAMS), Maintenance Operating Procedures (MOPs), and Standard Operating Procedures (SOPs)
  • Maintain a working understanding of Emergency Operating Procedures (EOPs) and escalation procedures to ensure effective First Line Facility support

Primary Focus: Customer Services:  

  • Performs, under instruction, as directed by Service Planning/CS Team to support services requested by clients such as but not limited to Hands & Eyes, Cross-/Disconnects, minor customer equipment deployments.
  • Works under instruction of Senior Site Engineer to assist in the delivery of projects related to Customer Implementation & Infrastructure requirements.
  • Support Service Transition activities, under coordination of Service Planning.
  • Works under guidance from more senior engineers on technical decisions that have the potential to impact availability 
  • performs minor cabling installations & CPE Deployments under supervision 
  • Support Service Transition activities, under coordination of Service Planning.
  • Monitors and documents customer services provided by external providers and accompanies customers as required.
  • Informs clients, Service Planning and the potentially European Command Center (ECC) about progress in interventions and the delivery of any value-added services, follows up on customer termination requests and questions. 
  • Documentation of all activities in the relevant internal tools and system

On-Call & Shift Responsibilities

  • Participates in the full continuous on-call/shift team responsibilities and roster
  • Represents the local Customer Services & Facilities team during out of business hours and acts as first line and second line support with respect to responses on alarms and handles or escalates alarms according to guidelines during out of hours to provide consistent customer service 24/7
  • Future organizational needs may require the engineer to work in shift patterns to enable the 24x7 datacenter operations.

General Responsibilities

  • Understands and adheres to Company Safety Policies & Procedures.
  • Maximize efficiency of Operations by utilizing all available systems and technologies
  • Consistently strive to develop and increase skills & expertise
  • Be an active participant and make observations & suggestions towards the improvement of the data centre effectiveness and efficiency
  • Takes instruction as required 
  • Works in line with standard operating manuals 
  • Contribute to team goals and work autonomously when required

What you'll need

  • 1-2 years previous experience as a technician in an electrical or industrial environment 
  • Fluent in English, both written and orally; Other European languages an advantage
  • Can demonstrate an understanding of Operational procedures and processes such as Risk Assessment Method Statements (RAMS), Maintenance Operating Procedures (MOPs), and Standard Operating Procedures (SOPs)
  • Understands basic software applications such as ServiceNow and Microsoft Office

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. To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.

What we can offer you

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers. Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us. This is an exciting time to join our business so apply now and make your mark on our future.

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