Job Details
Job Ref :
EX7920
Job Title :
Data Centre Customer Service Engineer
Job Category :
Posted :
11/21/2014 3:03:43 PM
Company Name :
Forces Recruitment Services
Location :
London
Benefits :
£2000 shift allowance
Salary :
£23000 - £25000 per annum + £2000 shift allowance
Security :
None
Description :
Job title: Data Centre Customer Service Engineer
Vacancy Reference Number: EX7920
Salary: £23,000 - £25,000 dep on exp + £2,000 shift allowance
Location: London
Job type: Permanent
POSITION FUNCTION:
To act as the Company representative on site 24/7/365, providing support and assistance to external and internal customers on a rotating shift pattern, ensuring customer expectations are met or exceeded at all times.
Interested candidates MUST possess practical and theoretical cabling skills as well as demonstrable exemplary customer service skills in diagnosing and resolving customer technical problems.
MAIN RESPONSIBILITIES:
The Customer Service Engineer will:
Provide 24/7/365 support to both external and internal customers on a rotating shift pattern
Install customers` equipment and cable installations according to specification
Build customer data centre suite solutions according to specification as directed
Receive first line support requests from customers for work to be carried out, acknowledge the request and log into Remedy so that customer requirements can be made at the earliest opportunity
Liaise positively and proactively at all times with customers in order to resolve any issues and exceed their expectations
Carry out media/back up tape changes
Ensure an accurate record is kept of all work carried out and that time is booked for all works undertaken
To ensure any records databases are kept updated, that all shift related reports and checks are completed and handed over to the Line Manager/Senior Engineer as per local procedures
Ensure Company buildings are clean, safe and secure by rigidly following safety and security procedures, and in conjunction with Company accreditations and standards
Ensure adherence to all Company processes and procedures
Ensure the escalations process is followed as required
Maintain a duty of care for everyone on site - immediately report any health and safety concerns, or anything unsafe or potentially dangerous to management and stop the work continuing
Monitor and check plant and equipment and escalate problems or anticipated problems to ensure continued provision of service
Respond to customer requests as per the customer charter guidelines
Cover the Customer Service Assistant role out of normal working hours or as required or directed
Deal with customer deliveries as required or directed, as per company processes
Ensure any works carried out at sister sites is communicated to own Line Manager
SKILLS & EXPERIENCE:
The Customer Service Engineer MUST possess:
Excellent organisational skills
Practical and theoretical cabling skills
Proven written and verbal communication skills
Computer-literacy/IT skills - email, data entry, excel, remedy
Customer service skills
PERSON SPECIFICATION:
The Customer Service Engineer will possess:
Excellent time management skills and the ability to prioritise
A logical approach to problem solving
Ability to diagnose and resolve customer technical problems
Ability to apply company policy and procedure
Ability to produce work to a consistently high standard
Capability to work independently and as part of a team
Ability to liaise effectively with internal and external customers
Excellent telephone manner and listening skills
Ability to meet and exceed targets and customers` expectations
Ability to know when to support colleagues
A friendly and approachable attitude to work
A flexible and adaptable attitude and be self-motivated and a pro-active worker
An ability to work well under pressure and to deadlines/targets
KEY PERFORMANCE MEASURES:
Positive feedback from customers
No customer complaints for site
No waiting time for customers at reception - adequately manned during office hours
All customer issues logged and responded to at the earliest opportunity
Customer records well maintained, accurate and up to date
All keys and access passes are accounted for
All work for customers logged accurately in Remedy
Adherence to company systems, processes and procedures
Positive feedback from work colleagues
All deliveries logged in accordance with company procedures
BEHAVIOURAL ATTRIBUTES:
Ensuring Results - A conscientious worker, ensuring work is delivered to a high standard of quality, timeliness and quantitative performance
Communication - Communicating effectively ensuring excellent verbal and listening skills
Customer Focus - Ensuring that both current and anticipated needs of customers are met
Internal Networking - Establishing contacts in the organisation and interacting effectively with them
Teamwork - The ability to work co-operatively with others as part of a team, as opposed to working competitively or separately
Flexibility - The ability to adapt and work effectively as the requirements of a situation change and the willingness to easily accept changes both within the role and in the company
Initiative - The ability to think ahead about what needs to be done, spotting opportunities and taking action to make the most of them
Quality Focus - Pays attention to detail, works to strict deadlines, adopts an articulate and methodical approach, strives to provide first class results every time, takes pride in his/her work, follows through on actions and ensuring a high level of productivity and efficiency is maintained at all times
Problem Analysis & Solving - Analysing complex problems, evaluate alternatives & identify sound options; resolving problems and create solutions
Attitude - Having a positive and enthusiastic attitude towards work, customers and team members
Approachability - An honest, trustworthy and reliable individual who is flexible and adaptable and a self-starter .
Interested applicants will be expected to complete and return by email a simple application form to which CVs must be pasted.
Vacancy Reference Number: EX7920
Salary: £23,000 - £25,000 dep on exp + £2,000 shift allowance
Location: London
Job type: Permanent
POSITION FUNCTION:
To act as the Company representative on site 24/7/365, providing support and assistance to external and internal customers on a rotating shift pattern, ensuring customer expectations are met or exceeded at all times.
Interested candidates MUST possess practical and theoretical cabling skills as well as demonstrable exemplary customer service skills in diagnosing and resolving customer technical problems.
MAIN RESPONSIBILITIES:
The Customer Service Engineer will:
Provide 24/7/365 support to both external and internal customers on a rotating shift pattern
Install customers` equipment and cable installations according to specification
Build customer data centre suite solutions according to specification as directed
Receive first line support requests from customers for work to be carried out, acknowledge the request and log into Remedy so that customer requirements can be made at the earliest opportunity
Liaise positively and proactively at all times with customers in order to resolve any issues and exceed their expectations
Carry out media/back up tape changes
Ensure an accurate record is kept of all work carried out and that time is booked for all works undertaken
To ensure any records databases are kept updated, that all shift related reports and checks are completed and handed over to the Line Manager/Senior Engineer as per local procedures
Ensure Company buildings are clean, safe and secure by rigidly following safety and security procedures, and in conjunction with Company accreditations and standards
Ensure adherence to all Company processes and procedures
Ensure the escalations process is followed as required
Maintain a duty of care for everyone on site - immediately report any health and safety concerns, or anything unsafe or potentially dangerous to management and stop the work continuing
Monitor and check plant and equipment and escalate problems or anticipated problems to ensure continued provision of service
Respond to customer requests as per the customer charter guidelines
Cover the Customer Service Assistant role out of normal working hours or as required or directed
Deal with customer deliveries as required or directed, as per company processes
Ensure any works carried out at sister sites is communicated to own Line Manager
SKILLS & EXPERIENCE:
The Customer Service Engineer MUST possess:
Excellent organisational skills
Practical and theoretical cabling skills
Proven written and verbal communication skills
Computer-literacy/IT skills - email, data entry, excel, remedy
Customer service skills
PERSON SPECIFICATION:
The Customer Service Engineer will possess:
Excellent time management skills and the ability to prioritise
A logical approach to problem solving
Ability to diagnose and resolve customer technical problems
Ability to apply company policy and procedure
Ability to produce work to a consistently high standard
Capability to work independently and as part of a team
Ability to liaise effectively with internal and external customers
Excellent telephone manner and listening skills
Ability to meet and exceed targets and customers` expectations
Ability to know when to support colleagues
A friendly and approachable attitude to work
A flexible and adaptable attitude and be self-motivated and a pro-active worker
An ability to work well under pressure and to deadlines/targets
KEY PERFORMANCE MEASURES:
Positive feedback from customers
No customer complaints for site
No waiting time for customers at reception - adequately manned during office hours
All customer issues logged and responded to at the earliest opportunity
Customer records well maintained, accurate and up to date
All keys and access passes are accounted for
All work for customers logged accurately in Remedy
Adherence to company systems, processes and procedures
Positive feedback from work colleagues
All deliveries logged in accordance with company procedures
BEHAVIOURAL ATTRIBUTES:
Ensuring Results - A conscientious worker, ensuring work is delivered to a high standard of quality, timeliness and quantitative performance
Communication - Communicating effectively ensuring excellent verbal and listening skills
Customer Focus - Ensuring that both current and anticipated needs of customers are met
Internal Networking - Establishing contacts in the organisation and interacting effectively with them
Teamwork - The ability to work co-operatively with others as part of a team, as opposed to working competitively or separately
Flexibility - The ability to adapt and work effectively as the requirements of a situation change and the willingness to easily accept changes both within the role and in the company
Initiative - The ability to think ahead about what needs to be done, spotting opportunities and taking action to make the most of them
Quality Focus - Pays attention to detail, works to strict deadlines, adopts an articulate and methodical approach, strives to provide first class results every time, takes pride in his/her work, follows through on actions and ensuring a high level of productivity and efficiency is maintained at all times
Problem Analysis & Solving - Analysing complex problems, evaluate alternatives & identify sound options; resolving problems and create solutions
Attitude - Having a positive and enthusiastic attitude towards work, customers and team members
Approachability - An honest, trustworthy and reliable individual who is flexible and adaptable and a self-starter .
Interested applicants will be expected to complete and return by email a simple application form to which CVs must be pasted.
This job is no longer available for new applications.
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