PURPOSE OF JOB / MISSION:
To manage and ensure the effective management of customer systems and the resolution of fault calls for both Customers and Company users.
Experience of working in Data Centre environments with an emphasis on achieving SLAs and a high level of customer satisfaction through building on strong customer relationships.
Coordination of Customer implementation and connectivity
Monitoring of DC services and maintenance activities
Hands on training for career progression within our Managed Service Centre.
This is a shift based role in a 24 x 7 x 365 Data Centre primarily covering our Slough site but also providing support to our Bracknell site.
Managing third parties and internal suppliers within large data centre
Liaison with customers to coordinate implementations
Good knowledge of rack & stack of various server hardware
Managing data centre access
Good technical knowledge of managing server systems
Decommissioning of redundant equipment and cabling
Knowledge of Copper and Fibre Networks
Managing customers media
1st Line Support within Service Desk
Thorough understanding and knowledge of fibre and copper voice and data cabling
Good knowledge of various rack & stack systems
Managed Services appreciation
Excellent knowledge of DC management
Knowledge of install/Move/Decomm processes within DC environment
Understanding of Building Management System (BMS) and other Monitoring tools
• Compliance to customer SLA’s
• Low levels of outstanding calls reported monthly
• Higher scoring on Customer Satisfaction surveys
• 1 year minimum in an Operations role.
• Qualified by experience
• CCNA or similar desirable
Broad understanding of IT infrastructure servers and peripherals
Well organised and methodical
Able to work to a timetable and meet deadlines
Excellent PC skills (MS Office packages, knowledge of Remedy an advantage)
Ability to deal with high impact, high profile, incidents and deal with senior level technical engineers
Ability to liaise with internal / external customers at all levels
Client focused and with customer care / services mindset
Numerate and literate with a good attention to detail
Professional & diligent
Excellent verbal and written communication skills at all levels
Ability to work both independently and as a Team Player, maintaining self motivation at all times
Professional and confident telephone manner
Enthusiastic, polite, energetic with a positive ‘Can Do’ attitude.