Customer Service Engineer

Overview

In this role you support client service requests across server, network, cabling and infrastructure, acting as the liaison between first and second line support. You help ensure service delivery meets SLAs while coordinating with teams on incident management, migrations, and operational tasks. You will work in a Data Center Operations context to monitor infra alerts, document interventions, and provide advanced 1st line support with escalation when needed. This position offers hands-on impact in a global, safety-focused environment with clear paths for development and progression.

Pay / Benefits

• competitive compensation package
• excellent benefits
• development opportunities
• onboarding program
• continuous training
• career pathways

Responsibilities

• Provide technical customer service support and perform operational interventions with direct client contact
• Monitor and document services delivered by external providers
• Assist Implementation Services activities under the manager’s coordination
• Execute migration activities (labelling, installation, documentation and testing)
• Monitor infrastructure alerts and provide 1st line response per EOP/SOP
• Handle incident and problem management tasks and act as local Incident Manager when applicable
• Guide and support junior colleagues as needed
• Inform clients and Technical Ops Planning about intervention progress and value-added services
• Record interventions in local reports and provide feedback to Technical Ops Planning
• Execute approved Change Requests per global standards
• Provide advanced 1st line support to Site teams and escalate to 2nd line or suppliers when needed
• Coordinate access requests and perform risk assessments
• Provide reporting and documentation management for all site incidents

Key requirements

• Vocational technical qualification
• Previous technician experience in Telco, IT or Data Center environment
• Experience with networks is desirable but not essential
• ITIL knowledge is preferred but not essential
• HVAC, mechanical, electrical understanding
• Demonstrable knowledge of data installations and terminations
• Excellent organizational skills and attention to detail

• Organizational skills
• Attention to detail
• Cross-functional collaboration
• Technical customer service
• Incident management
• 1st line support

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