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Customer Service Engineer

  Madrid
Position Title: Customer Service Engineer
Location: Madrid

Your role

The Position reports directly to the Customer Services Manager. Internal contact is with the Operations function and within local office especially the CST interacts with Service Planning Coordinator. External contact is with customers and suppliers.

 

The Customer Service Engineer is responsible for repairs, physical customer implementation process and customer service support.

  • Central / Country Focus
  • Provides Technical Customer Service Support, carries out operational technical interventions requested by clients according our SLAs
  • Execution of customer service requests (eg. Precabling if needed, cross connects and Hands & Eyes).
  • Execution of migration activities (Labelling, Installation, Documentation and testing).
  • Informs clients and the ECSC 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 customer Services manager and provides feedback to the sales force.
  • Makes suggestions for improving the quality and effectiveness of the interventions and customer services delivered as well as the quality and effectiveness of the data center.
  • Owner of 1st line support activities i.e., provide 24/7 availability and when necessary, manage and/or execute simple maintenance tasks (including simple emergency procedures) on request. 
  • Single point of contact for ECSC outside business hrs.
  • Works closely with Facility and Site Management, Security, Service Transition and Service Delivery.
  • Monitors and documents customer services provided by external providers and accompanies customers that request access to Interxion’s centralized patching room.
  • Providing H&E support and responsible for the set-up and / or de-installation of Cross Connects, Cloud Connects and Customer Equipment Connections within SLA

Support to Facility/Site Management on request

 

  • During business hours if a collaboration is required from Facility/Site Management
  • Out of business hours if CSE is on site or not enough Facility Engineers because because simultaneous occurrences
    • Simple emergency procedures (cooling equipment reset, circuit breaker reset)
    • Installation customer requests (PDU activation/deactivation, DC or AC power circuits)
    • Simple customer incidents (Temperature or humidity checks, electrical supply checks)
    • Small repairs and/or tasks (lighting, raised floor, blanking panels, …)
    • Inspection plans 

Reports

Create and update internal documentation reporting, procedures, etc

What you’ll need

  • Minimum 2-year experience working in a data centre environment
  • Previous experience as a technician in an IT or industrious environment 

         Fluent in English, both written and orally.

A bit 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. To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.

 

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. This is an exciting time to join our business so apply now and make your mark on our future.