Customer Service Engineer

Digital Realty; Greater London; On-site; GBP 42,000 - 60,000; Full time

Benefits offered by this job

Training & development

Career progression

Competitive benefits

Job summary

Digital Realty in the United Kingdom is seeking a Customer Service Engineer to handle Service Requests and serve as the bridge between front-line and second-line support across server, network, cabling and infrastructure, ensuring SLA-aligned delivery.

You will perform hands-on technical interventions, monitor incidents, support implementation services, and document actions for the Data Center Manager, with opportunities to mentor junior colleagues and contribute to safe and efficient

Qualifications

• Vocational technical qualification (electricians a distinct advantage).
• Experience as technician in Telco, IT or DC environments.
• Experience with networks is desirable.
• ITIL knowledge is a plus but not essential.
• HVAC, mechanical, electrical knowledge.
• Strong organizational skills and attention to detail.

Responsibilities

• Provides technical customer service support and carries out operational interventions requested by clients (e.g. Hands & Eyes, Cross/Disconnects or act as Incident Manager).
• Monitors and documents customer services provided by external providers.
• Supports Implementation Services activities, under coordination of the Implementation Services Manager.
• Executes migration activities ( labeling, installation, documentation and testing).
• Monitoring of Infra Structure alerts and provide 1st level response per EOP/SOPs.
• Executes operational tasks regarding incident and problem management and acts as local Incident Manager when applicable.
• Potentially mentors and supports more junior colleagues.
• Informs clients and Technical Ops Planning about progress and delivery of services; follows up on termination requests and questions.
• Records the intervention in a local report for the Data Center Manager and provides feedback to Technical Ops Planning.
• Execution of approved CRs according to Digital standards and in cooperation with Technical Ops function.
• Provides advanced 1st line support to Site teams and escalates/decides for 2nd line call out or supplier involvement.
• Arranges access requests where applicable and conducts risk assessments.
• Provides reporting and documentation management of all site related incidents.

Skills

Technical support

Network knowledge

ITIL awareness

Electrical safety

Documentation

Job description

Your role

The Customer Service Engineer is responsible for carrying out Service Requests of customers and will be responsible for the layer between first level support and second level support that combines technical support, operational delivery, and service management. You will act as the point of contact for customer service requests, working across server, network, cabling, and infrastructure environments while ensuring service delivery meets agreed SLAs.

What You'll Do

• Provides technical customer service support and carries out operational technical interventions requested by clients which include direct contact with customers (eg Hands & Eyes, Cross /Disconnects or act as Incident Manager)
• Monitors and documents customer services provided by external providers
• Supports Implementation Services activities, under coordination of the Implementation Services Manager.
• Executes migration activities (Labelling, Installation, Documentation and testing).
• Monitoring of Infra Structure alerts and provide 1st level response taking in consideration the applicable EOP and SOP’s.
• Executes operational tasks regarding incident and problem management and acting as local Incident Manager when applicable.
• Potentially guidance and support of more junior colleagues.
• Informs clients, Technical Ops Planning function and 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 Data Center Manager and provides feedback to the Technical Ops Planning function
• Execution of approved CR’s according to the Global standards of Digital and in cooperation Technical Ops function.
• Provides advanced 1st line support to the Site teams and escalates / decides for 2nd line call out support and/or supplier if applicable.
• Arranges access requests when applicable and execute a risk assessment.
• Provides reporting and documentation management of all site related incidents.

What You'll Need

• Vocational qualification of a technical nature (qualified electricians are a distinct advantage)
• Previous relevant experience as a technician in Telco, IT or DC background
• Experience of networks desired but not essential
• ITIL and/or is preferred but not essential
• HVAC, mechanical, electrical
• Demonstrable knowledge of Data installations and terminations.
• Excellent organizational skills and attention to detail.

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

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.

Training and Development

Join our Data Center Operations team and gain the support to succeed from day one. Our onboarding program prepares you to contribute meaningfully right away, with clear career pathways and continuous training to fuel your long-term growth. From onboarding to specialized development, we equip you with the skills and opportunities to make a lasting impact in operations.

Safely Powering Progress

Safety isn't just a priority here at Digital; it's critical to everything we do. Safeguarding lives, protecting assets, and securing data aren't just ideals - they're essential pillars of our commitment to excellence for our people, our partners and our customers. We have a culture of care where every member of Team Digital embraces a relentless pursuit of working safely across Digital Realty. Together we are Safely Powering Progress.

Our Compensation Philosophy

Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.