Technician III

Digital Realty Global; Crawley; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading data center provider is looking for a Critical Engineering Technician in Crawley, UK. You will be responsible for customer support and technical interventions, focusing on supporting uninterrupted infrastructure operations. The ideal candidate will possess strong skills in telecommunications and electrical engineering, along with excellent problem-solving abilities. This role also involves team management and adherence to compliance regulations, ensuring high-quality service delivery.

Qualifications

• Strong experience in telecommunications IT or electrical technical network infrastructure environment.
• Deep understanding of structured network infrastructure and industry measurement tools.
• Excellent problem analysis and troubleshooting skills.

Responsibilities

• Provide technical customer service support and carry out operational interventions.
• Support migration and implementation activities under coordination of the Implementation Services team.
• Ensure all work is in compliance with relevant policies and regulations.

Skills

Telecommunications IT experience

Electrical engineering qualification

Network infrastructure understanding

Optical fibre installations

Problem analysis

Troubleshooting skills

Customer communication skills

Service-oriented software administration

Microsoft Office skills

Education

Qualification in electrical engineering

Job description

Description

Your role

The Critical Engineering Technician is responsible for executing Service Requests encompassing remote hands services for customers cross-/disconnects and assisting in customer implementations. The primary focus is to support uninterrupted customer infrastructure operation while addressing internal requests to maintain the cleanliness, tidiness and safety of the data center environment. Secondary focus is the training of Engineers in Remote hands functions and also support Engineering Operations when required.

What you’ll do

Customer Support and Technical Interventions

• Provide technical customer service support and carry out operational technical interventions requested by clients.
• Handles Remote Hands requests of customers according to instruction of the supervisor which includes:
  • Customer equipment migration through labeling, installations, documentation and testing.
  • Advanced emergency troubleshooting and maintenance of customer infrastructure and shows leadership (reboot reset handle connectivity issues).
  • Special maintenance requests (measurements).
• Ensures clients and internal teams are informed about the work progress and delivery of value-added services including following up on customer termination requests and queries.
• Directs, monitors and documents customer services provided by external providers.

Implementation Services

• Support migration and implementation activities under coordination of the Implementation Services team.
• Assist in setup and deinstallation of Cross Connects through cabling installation, documentation and testing.
• Execute and draft MOPs, Change Requests (CR) and EOPs when applicable.

Compliance and Administration

• Execute customer request reporting and administration in the internal system.
• Ensure all work is carried out in compliance with relevant policies and regulations including conducting risk assessments when necessary.

Team Management and Leadership

• Provide training and supervision to Engineers when requested by Site Management and as appropriate.
• Act autonomously in decision making for technical customer service related matters.
• Adapt a mentoring leadership style advising training and guiding experienced engineers.

What you need

Hard Skills

• Strong experience in Telecommunications IT or electrical technical network infrastructure environment.
• Qualification in electrical engineering.
• Deep understanding of structured network infrastructure and industry measurement tools.
• Skill in optical fibre installations, wiring network, electrical wiring network configurations.
• Excellent problem analysis skills.
• Strong troubleshooting skills and RCA capability.
• Skill in customer communication and handling customer requests/ complaints.
• Skill in service-oriented software tasks handling and administration.
• Skill in Microsoft Office and Service Management applications (e.g., Excel).

Soft Skills

• Advanced proactive and customer-focused mindset consistently exceeding expectations in customer service and business objectives.
• Exceptional attention to detail and hands‑on approach to tasks coupled with a relentless pursuit of learning and development opportunities to enhance expertise.
• Strong leadership qualities fostering a collaborative team‑oriented environment and demonstrating adaptability and flexibility in dynamic settings.
• Excellent communication skills effectively conveying information within the team and across the organization while demonstrating resilience and adept problem‑solving abilities in complex situations.