Data Center Service Engineer - Incident & Support

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

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