Remote Hands Engineer

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.

Purpose

The Remote hands engineer is responsible for executing Service Requests, encompassing remote hands services for customers, cross-connects/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. 

Latitude: Position reports to the Remote Hands Manager or Data Center Manager. Internal contacts mainly with various Operations Departments like Property Operations & Service planning and Implementation Services. 

External contacts are with suppliers and customers.

Level of Impact: The Remote hands engineer handles customer requests and enables the operational continuity of the customer ΙΤ infrastructure. Customer requests include Remote Hands (e.g. migration, ΙΤ equipment maintenance, troubleshooting, installation, configuration) and Cross Connect (e.g. installations, deinstallations, documentation, testing) requests. The position has a major impact on customer satisfaction, by meeting SLA’s and good communication. The Remote hands engineer helps to keep the DCs clean, tidy & safe. 

The role will involve rotating shifts with the following schedule:

• Morning or evening shifts in rotation.
• Standby duty on a rotating schedule.

Overall Responsibilities:

• Uphold company safety policies, operational efficiency, and core values.
• Provide technical customer service support and perform operational technical interventions for clients, including handling Remote Hands requests.
• Assist in the implementation of technical projects and support activities, including setup, deinstallation, and documentation of equipment.
• Ensure compliance with company policies and regulations, including executing customer request reporting and administration.
• Document progress, issues, outcomes, and contribute to continuous improvement initiatives.
• Demonstrate proficiency in a wide range of essential skills, including troubleshooting of IT equipment and cabling.

Customer Support and Technical Interventions: 

• Provides technical customer service support and carries out operational technical interventions requested by clients.
• Handles Remote Hands requests of customers according to instructions of the Remote Hands Manager which includes:
• Customer equipment migration through labeling, installations, documentation, and testing Emergency troubleshooting and maintenance of customer infrastructure and shows leadership (reboot, reset, handle connectivity issues)
• Special maintenance requests (e.g. simple repairs, equipment exchange, technical 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.
• Monitors and documents customer services provided by external providers.

Implementation Services: 

• Supports migration and implementation activities under coordination of the Implementation Services team.
• Responsible for setup and deinstallation of Cross Connects through cabling, installation, documentation, and testing.

Compliance and Administration: 

• Executes customer request reporting and administration in the internal system.
• Ensures all work is carried out in compliance with relevant policies and regulations including conducting risk assessments when necessary.
• Responsible for activating and executing Emergency Operating Procedures where necessary.

Additional Responsibilities:

• Take on other special projects/assignments as directed by Remote Hands Manager and/or Site Manager
• Consistently strive to develop and increase skills & expertise.
• Be an active participant and make observations & suggestions towards the improvement of the data center effectiveness and efficiency.
• Assist in the Delivery and Removal process of customer equipment.

Hard Skills

• Minimum of 3 years of experience in ‘Telecommunications, IT, Network Infra Structure environment.
• Good understanding of structured network infrastructure and Industry measurement tools.
• Skilled in optical fibre installations, wiring networks, electrical wiring, network configurations.
• Excellent problem analysis skills
• Skilled in customer communication and handling customer requests / complaints
• Skilled in service-oriented software, tasks handling and administration
• Skilled in Microsoft office and Service Management applications (e.g. Excel)

Soft Skills:

• Proactive and customer-focused mindset, showing dedication to customer service and exceeding business goals.
• Attention to detail and a hands-on approach to tasks, coupled with a strong drive for continuous learning and development.
• Enhanced team-oriented mentality, actively contributing to team effectiveness and demonstrating adaptability and flexibility in various situations.
• Effective communication skills within the team and across different levels of the organization, while exhibiting resilience and problem-solving abilities in challenging scenarios.

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 unrivalled 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.

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. All qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

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.

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