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Customer Service Technician (f/m/d)

Position Title: Customer Service Technician (f/m/d)
Location: Frankfurt

The Customer Service Technician (CST) is responsible to handle the customer requests for remote hands services (Hands & Eyes) and installation/de-installation of cross connects. Prime focus is to enable our customers to run their infrastructure without interruptions. Also deals with a variety of internal requests to keep the DC clean, tidy & safe.


 Your Role

  • Works in a shift pattern, provides technical customer support through technical interventions requested by the client 24x7
  • Receives and handles client requests received from the service planning department and the ECSC department
  • Sets up and deinstalls Cross Connects through cabling, installation, documentation and testing
  • Remote Hands (Hands & Eyes) support which includes: 
    • Customer equipment migration through labeling, installations, documentation and testing
    • Emergency maintenance of customer infrastructure (reboot, reset, handle connectivity issues)
    • Special maintenance requests (e.g. simple repairs, equipment exchange, technical measurements)
    • Professional maintenance support (e.g. complex repairs, full equipment installation and configuration)
  • Makes sure that the client and the ECSC are informed about the work progress and the delivery of any value added service 
  • Follows up on customer termination requests and questions
  • Customer request Reporting and administration in the internal system


Your Profile

  • Vocational qualification in a technical field or local equivalent education (IT Technician, IT System Administrator)
  • Minimum 3 years of experience in a technical or electrical environment
  • Skilled in optical fiber installations, wiring networks, electrical wiring, network configurations
  • Skilled in customer communication and handling customer requests / complaints
  • Skilled in service-oriented: software, tasks handling and administration
  • Fluent in German and advanced level in English


A bit about us

Digital Realty is the leading provider of carrier and cloud neutral data centre services 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 28 countries on 6 continents. We've 3,500+ colleagues around the world who work together, come up with life-changing solutions and create connections that matter every day.


What we can offer

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.