Your role
The Technician III is responsible for executing Service Requests, encompassing remote hands services for customers, cross-/disconnects, and assisting in customer implementations. The primary focus is to support uninterrupted customer infrastructure operation while addressing internal requests to maintain the cleanliness, tidiness, and safety of the data center environment.
WHAT YOU'LL DO
General Support
- Follow company safety policies, standard operating procedures, and core values at all times.
- Assist with general technical and operational tasks in the data center under supervision.
- Learn and support company tools, systems, and processes used in daily operations.
- Conduct regular checks of infrastructure (e.g., inspecting cable trays, labeling accuracy, cleanliness).
- Assist with inventory tracking of tools, parts, and consumables
Maintain workspace tidiness and ensure compliance with health and safety requirements.
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Customer Support & Hands-On Assistance
- Help provide responsive, professional customer service.
- Assist with Remote Hands support for customer infrastructure, such as:
- Labelling and organizing equipment and cabling.
- Basic physical installation or removal of servers, switches, and accessories.
- Simple maintenance tasks like rebooting systems or checking LED status indicators.
- Support equipment setup and cable management, including unboxing, racking, and connecting devices.
- Assist in updating technical documentation and capturing installation records (e.g., port maps, rack layouts).
- Help with the physical setup or removal of cabling (e.g., copper, fiber patch cords) under supervision.
- Observe and assist in troubleshooting minor technical issues, escalating as needed.
Ensure proper handling, storage, and ESD-safe procedures for all customer and company equipment.
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Compliance & Documentation
- Accurately enter updates, notes, and task completion details into internal ticketing or reporting systems.
- Assist with asset tracking and maintaining correct hardware inventories in the system.
- Learn about risk assessments and compliance requirements relevant to customer and operational activities.
Participate in safety briefings and internal audits to improve data center readiness and compliance.
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Team Support
- Collaborate with and support senior technicians, engineers, and site management in day-to-day operations.
- Participate in hands-on training sessions and shadow experienced team members to build technical skills.
- Provide support during equipment deliveries, audits, and infrastructure changes.
- Be open to learning across various technical areas, including power, cooling, and networking systems.
Attend team meetings, share observations, and contribute to a positive and safety-focused team culture
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WHAT YOU'LL NEED
- Deep understanding of IT infrastructure components such as servers, switches, and accessories.
- Skilled in optical fibre installations, wiring networks, electrical wiring, network configurations.
- Good organizational skills.
- Experience in a customer-facing or support role is beneficial, especially providing professional and responsive service.
- A proactive attitude and openness to learning across technical areas like power, cooling, and networking.
