Lead Technician

Your role

The Lead Technician (LT) prioritizes a 'customer-first' mindset and ensures timely and accurate planning and delivery of customer requests. The LT assist the Manager Remote Hands and Manager Data Center with the training and development of the Data Center Technicians. The LT proactively manage daily customer services requests activities and other planned works and ensures an efficient resource utilisation and an excellent customer service level by meeting committed deadlines. The LT provides technical leadership and advanced support and can be a specialist with a particular skill set. The LT serves as the primary contact for Technicians, acts as Manager Remote Hands in their absence, and assists Site Management in communicating with customer representatives during daily operations and incident escalation. As working supervisor, the LT oversees and coordinates all customer services requests and manages outing / allocation of service requests coming from different application systems. The LT monitors SLAs and supports process preparation, including instruction and reporting.

What you’ll do

• Lead and ensure adherence to company safety policies, operational efficiency, and core values. 
• Provide technical leadership, overseeing site operations to ensure compliance with industry standards. 
• Supervise and mentor technicians, facilitating their training and development. 
• Deliver advanced technical customer service support and prioritize service requests. 
• Collaborate with Site Management to identify efficiencies, innovations, and plant optimization. 
• Manage compliance, administration, and documentation, ensuring adherence to regulations. 
• Act as a single point of contact for customer service requests and maintain effective communication with stakeholders.

What you’ll need

• Minimum of 5 years of experience in ‘Telecommunications, IT or electrotechnical, Network Infra Structure environment. 
• Deep understanding of structured network infrastructure and Industry measurement tools 
• Skilled in optical fibre installations, wiring networks, electrical wiring, network configurations. 
• Excellent problem analyses skills 
• Strong troubleshooting skills and RCA capability 
• Skilled in customer communication and handling customer requests / complaints 
• Skilled in Microsoft office and Service Management applications (e.g. Excel)
• Experience in team management, resource planning, coaching, training, developing and supervising staff
• Demonstrate dedication, self-management, and proactivity. 
• Foster a team-oriented approach with excellent interpersonal skills. 
• Exhibit flexibility, reliability, and problem-solving orientation. 

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. 

Apply today, take charge of your career and grow your talents with us. 

Safely Powering Progress

Safety isn't just a priority here at Digital; it's critical to everything we do. Safeguarding lives, protecting assets, and securing data aren't just ideals - they're essential pillars of our commitment to excellence for our people, our partners and our customers. We have a culture of care where every member of Team Digital embraces a relentless pursuit of working safely across Digital Realty. Together we are Safely Powering Progress.

Our Compensation Philosophy

Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.