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Digital Realty
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Operations

Manager - Remote Hands Services

  128 1st avenue, Boston

Overview

Digital Realty supports the data center, colocation and interconnection strategies of customers across the Americas, EMEA and APAC, ranging from cloud and information technology services, communications and social networking to financial services, manufacturing, energy, healthcare and consumer products.  

Now is the time to join Digital Realty and be part of the world’s trusted foundation powering digital ambitions to our customers, prospects and partners. Digital Realty’s heritage is understanding a customer’s local to global data center needs to address mixed workloads and densities. Enterprises are adapting IT strategies on-the-fly to meet rapidly evolving demands. As data creation and consumption are increasing, so are the tools, clouds, networks and resources needed to support it. This data gravity effect can lead to global workflow management that isn’t consistent across deployments, only compounding the complexities. As one of the world’s largest data center companies, Digital Realty is seeking motivated and imaginative professions to grow our Enterprise business with colocation and scale offerings combined best in class connectivity, cloud and data centric solutions.

 

Position: Manager - Remote Hands Services

 

Opportunity Snapshot

The Remote Hands Manager is an important part of our datacenter team. As the “front lines” of our business you are in the unique position of helping to cultivate a customer focused environment. The Remote Hands team provides 7x24x365 coverage in each of our data centers. As the leader of our team you will be responsible for overviewing the following actions: acknowledging receipt of trouble ticket, assignment of trouble ticket, and completion of trouble ticket. In addition, you will be answering calls, granting access to customer premises and installing network cabling. Managers may be required to work nights, holidays and weekends.

 

The Requirements

  • Digital Realty cares about the health and safety of its workforce, customers, and vendors. Except in limited circumstances where an employee is legally entitled to an accommodation, Digital Realty requires all new hires to be fully vaccinated by their start date as a condition of employment. 
  • Minimum of 5 years of working experience in a large scale environment (e.g., call center, help desk or Network Operations Center).
  • High school diploma; college and certifications in computer technology strong plus
  • A + Comptia certified
  • Microsoft certifications or MCP a plus
  • Must have proven leadership or management experience of a technical team
  • Experience in large scale environment call center, help desk or NOC required
  • Must have TCP/IP knowledge and basic knowledge of routing and troubleshooting.
  • Must have experience with servers, routers, switches, hubs and networking equipment.
  • Experience with one or more of the following platforms: Windows, Linux, and/or UNIX.
  • Must have good problem determination/trouble shooting skills.
  • Must have good verbal and written communications skills.
  • Good interpersonal skills.
  • Must have the ability to follow established guidelines, policies, and procedures.
  • Must have the ability to work in a time-sensitive, dynamic environment and able to  adjust to priority changes.
  • Must be committed to quality and the motivation and ability to work well in a team environment is required.
  • Able to use hand tools (e.g., wire strippers, scissors, punchdown tools).
  • Ability to complete assignments requiring lifting or carrying equipment and frequent use of ladders.
  • Experience with trouble ticketing software.
  • Understanding of network performance management techniques and software.
  • Familiarity with network technology, data communications media installation (fiber, coax, copper).

 

The Role

  • Manage, hire, and coach, a team of technicians
  • Oversee day to day operations of the Remote Hands team
  • Point of contact for escalations and operational processes
  • Update and document workflow processes
  • Work with property management in support of customers
  • Perform other duties as determined by management
  • Verify access level via the customer access list
  • Unlock and lock customer cages and cabinets
  • Monitor incoming ticket queue
  • Answer incoming telephone calls
  • Follow the documented procedure for the customer trouble ticket lifecycle
  • Complete customer requests both verbal and written (tickets)
  • Generate trouble tickets in accordance with standard operating procedures
  • Assist customers as needed e.g. provide carts, provide approved tools etc.
  • Perform collocation room inspections as required
  • Escort carrier representatives to the M.P.O.E. and Telco spine as needed
  • Install and test network media (cross-connects) as needed e.g. fiber optic, Cat5e and coaxial cable
  • Install networking gear e.g. servers, switches, routers etc.
  • May occasionally install networking gear (e.g.,servers, switches, routers, etc.).
  • May train other Remote Hands personnel as needed on technical or non-technical matters.
  • Perform other duties as assigned.

Note: this description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.

 

Digital Realty: Where the cloud lives and business thrives

We built the global standard for technical real estate, developing a unique capability to acquire, manage, and scale data center campuses. Now, Digital Realty is building a unique ecosystem of open solutions that power customer growth through exceptional service on a foundation of unrivaled data center expertise. The new Digital Realty combines unparalleled data center services, carrier-dense interconnection, real estate acumen, and financial strength to create unique power of choice and value when and where our customers need it.

 

Our Mission

To provide our customers with the trusted foundation for the digital world

 

Our Vision

To build a network of connected campuses and internet gateways that become the heart of the internet and cloud, powering growth and prosperity for customers, employees and shareholders.

 

Our Values

Guide our decisions and actions every day—above all else, we value customers, excellence, talent, teamwork and success.

 

About Digital Realty

Digital Realty Trust, Inc. supports the data center and colocation strategies of more than 2,000 firms across its secure, network-rich portfolio of data centers located throughout North America, Europe, Asia and Australia. Digital Realty's clients include companies of all sizes, ranging from financial services, cloud and information technology services, to manufacturing, energy, gaming, life sciences and consumer products

 

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. 

Digital Realty Trust is committed to employing a diverse workforce. We value and actively seek to recruit, develop and retain people with backgrounds, experiences and perspectives that reflect the full diversity of our society.

Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies.

Digital Realty offers a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions.

Digital Realty is an equal opportunity employer, EOE/AA/M/F/Vets/Disabled

Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals.

Want to know more about this position?

Get in touch with:

Melissa Renfer

Recruiter

Send me a message

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