Technical Support Center Engineer

• Provide 1st / 2nd line support (being the first point of contact for client queries)
• Use SalesForce to log, categorise and prioritise all support requests, adhering to all appropriate SLAs and KPIs
• Professionally managing customer interactions both via phone and in writing - Understand how Data Center services work (remote hands, provisioning, change / incident management, peering, x-connects, access control etc)
• Understand Data Center critical infrastructure, UPSs, Generators, etc - Triaging relevant support requests and engaging specialist teams to help resolve queries
• Effectively coordinate with multiple different teams, both technical and non-technical to case resolution, across all EMEA sites, support requests as quickly as possible
• NOC monitoring - responding to alarms and escalating where appropriate
• Write and send formal client notifications during major incidents
• Any other duties relevant to the position and the running of the company

Do you have a valid Driving License license?, Do you have experience in Salesforce?, * Experience of working in a data center environment or an IT Service Desk

• ITIL knowledge, Data Center Design Awareness, CCNA, CompTIA or equivalents
• SalesForce application knowledge/experience
• Highly motivated with an appetite for success and learning
• Can adapt and react to dynamic changing environment
• Excellent skills in Microsoft Office products
• Excellent client-facing and internal communication skills
• Solid organizational skills including attention to detail and ability to multi-task
• Proven ability to work under pressure
• Has a can-do attitude with the ability to improve ways of working
• Works well in a team environment
• Ability to work in multinational, interdisciplinary and culturally diverse teams
• Good analytical/problem solving skills
• To be able to work well within a team environment as well as independently
• To possess initiative with an inquisitive nature, unafraid to ask appropriate questions
• A good overall understanding of IT technologies (servers, switches, routers, hardware, operating systems, cabling standards)
• A good overall understanding of data center infrastructures (UPSs, generators, CRACs, AHUs, chillers, busbars, tap-off units)
• Operate computer, peripherals, and other office equipment
• Willing and used to working in a shift pattern and on nights
• Valid driving license
• Predominantly officed based and from time to time will be permitted to perform work from a remote location with stable internet connection

Make an impact at NTT Global Data Centers Join NTT Global Data Centers and be part of a team that drives innovation and sustainability in the digital world. With over 150 data centers across more than 20 countries globally, we offer unparalleled opportunities to work on cutting-edge technology and transformative projects. Experience a collaborative, innovative, and inclusive workplace where your ideas are valued, and your growth is supported. Your role at a glance As our Technical Support Center Engineer, you will operate state-of-the-art data center facilities across the EMEA region. At NTT GDC EMEA, we deliver highly resilient and energy-efficient data center services, supporting business-critical IT applications for some of the world's largest multinational organizations., As the third largest data center provider, we operate over 150 data centers in more than 20 countries and regions. We understand that every business - large and small - has its own unique needs and goals. We offer local-to-global data center expertise, aligned with our connected platform of AI-ready data centers to create solutions that enable our clients to seamlessly scale their digital businesses, anywhere and anytime.