The Technician II is responsible for supporting Service Requests, encompassing remote hands services for customers, cross-/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.
What you'll do
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 supervisor 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.
What you'll need
- Proven experience in ‘Telecommunications, IT or electrotechnical, Network Infrastructure environment.
- Good understanding of structured network infrastructure and Industry measurement tools
- Skills in optical fiber installations, wiring networks, electrical wiring, and network configurations.
- Strong troubleshooting skills and RCA (Root Cause Analysis) capability
- Skilled in customer communication and handling customer requests / complaints
- Skilled in service-oriented software, tasks handling and administration
- Knowledge of Microsoft Office and Service Management applications (e.g., Excel).
Pay: $32.00 - $36.00 per hour
Work Location: In person
