Support Data Center Colocation Operations

The main purpose of this position is to provide high profile and service-managed data center customers with high-quality assistance and information regarding problems/enquiries regarding du products and services.

Responsibilities

• Provide support to the Technical Support Desk and Technology Teams for troubleshooting and supporting NBI clients.
• Handle on-site hardware replacement and troubleshooting related to client incidents.
• Provide Hands & Eyes support to all NBI DC operation clients residing in Khazna, Meydan, and Masdar DC.
• Meet SLA response times for handling any trouble tickets (TT) or critical change requests (CR).
• Support operational level planning and optimization of services, escalation, and resolution for all service performance-related technical issues.
• Ensure clients are receiving critical reports like PPM, power readings, and White space physical environment on a regular basis conforming to the client SLA’s.
• Review and re-engineer business processes and procedures to improve performance and customer experience.
• Maintain and update documents related to DC access, client SOMS, Customer service guidelines, and Do’s and Don’ts of DC.
• Handle each customer transaction from end-to-end and ensure customer delight, even with a drastic increase in the number of transactions.
• Oversee the achievement and maintenance of agreed customer service levels and standards (SLA’s).

Requirements

• CCNA/CCNP/ITIL Certifications Preferred.
• Minimum Graduate.
• UPTIME certification is preferred.
• A minimum of 4 years of experience, preferably in customer service within an International IT/Telecommunications organization.
• Experience in Service Support and/or Delivery role.
• Good understanding of ITIL for service management.
• BSc Degree in IT, Electrical, or Electronic Engineering.

Skills

• Basic knowledge of Fixed Telecom Products.
• Keyboard proficiency and PC skills (MS Office and MS Outlook).
• Customer service focused and sales oriented.
• Team player.
• Flexible approach towards work.
• Self-motivated / Self-starter.
• Able to work in shifts.
• Problem-solving / analytical skills.
• Strong communication skills, written and verbal, in one, but preferably two of the following languages – Arabic / English.