As a Customer Operations Technician, you'll embark on an development journey where your technical skills will flourish, and your dedication to exceptional customer service will make you an invaluable member of our team. Join us in providing outstanding support to our customers, and together, let's create a world where technology meets exceptional service. 

Responsibilities 

Customer 

• Ensure customer satisfaction by promptly meeting order requirements  

• Deliver exceptional customer experiences during interactions  

• Support new deployments and existing alterations according to operating procedures 

• Provide on-site support through access control and escorting services 

• Develop into a trusted point of escalation for customers 

Projects 

• Lead and support projects following standard operating procedures  

• Assist vendors on projects & support on physical customer audits 

Queue Management / Reporting 

• Reviews and responds to work order requests in the queue, following commitment times 

• Escalates and expedites orders according to standard procedures, with supervision for non-standard procedures 

• Maintains detailed written records of work activity 

• Updates local asset databases and other systems. 

Installations 

• Rack and stack customer equipment tickets that are semi-routine. • Follow standard operating procedures for semi-routine customer installations, including fiber trays, ladder racks, customer equipment and cabinets. • Perform semi-basic cage installations for mesh and overhead cable trays. • Carry out tape changes and standard operating backup changes to support intra-cage infrastructure installations. 

Cross-Connect 

• Supports semi-routine data center standard operating cross-connect work order requests (installs, terminations, modifications, and testing) 

• Ensures the standard operating procedures are followed on cable management of: coax, fiber, twisted pair copper, and semi-routine intra-building cross connects 

• Learns to install 'across' connect circuits (switched, multiplexed, etc.), under supervision 

Testing / Troubleshooting 

• Supports semi-routine standard operating testing and standard operating installations of customer assets 

• Supports standard operating procedures of layer 1 cross-connect certification testing 

• May learn non-standard operating testing, such as: layer 2 and layer 3 testing, under supervision 

Requirements 

Essential 

• Experience in Customer Service, Operation Centres or Data centres 

• Experience of Cat6a / Fibre Cabling techniques (Installation, Termination & Testing) 

• Motivation to work autonomously 

Desirable 

• Good computer knowledge and familiarity (Windows 7/10) 

• Knowledge of network protocols such as TCP/ IP 

• Awareness of Basic Hardware configuration