Exponential-e
Founded in 2002, Exponential-e is a UK pioneer in Cloud, Connectivity and Communications, dedicated to delivering innovative IT services.
Job Description
As part of the role, you will undergo National Security Vetting clearances (SC, NPPV3 and BPSS). The company will fund the clearance process.
Overall purpose of the job
Responsible for providing customer support to our diverse client base, ensuring service levels are maintained and the ticketing system is fully up to date. The role will also act as a senior technical resource within the team, supporting operational excellence, mentoring colleagues and contributing to continuous improvement initiatives. Successful candidates may progress to Team Leader and broader management responsibilities.
Key responsibilities
Data Centre Operations
* Installation, patching and configuration of bespoke environments for various internal and external vendor solutions using a variety of network, server and storage hardware.
* Use internal ticketing systems and uphold fault resolution SLAs in line with contractual obligations for troubleshooting, configuration and replacement of components within managed services hardware (servers, switches, firewalls, storage arrays, etc.).
* Installation, configuration and effective load balancing of intelligent PDUs for power monitoring.
* Troubleshoot LAN connectivity issues and support internal teams to re‑establish remote access to customer environments via SSH, Terminal Services/Remote Desktop Services or Remote Access Controllers.
* Basic troubleshooting of structured cabling links between racks, identifying faults or inconsistencies and liaising with internal or external cabling teams to repair and re‑test.
* Build, utilize, maintain and deploy custom DCIM software ensuring 100% adoption and accuracy in all Exponential-e client data centres.
* Collaborate with various business departments and management to establish procedural improvements and knowledge sharing.
* Drive operational excellence and continuous improvement within the Data Centre by working closely with specialists to establish a library of supporting procedure documentation.
* Produce monthly reports on space, power and structured cabling capacity to ensure timely expansion and additional cabling deployments are addressed and power is monitored.
* Participate in and adhere to strict change control procedures for critical moves, adds and changes within the supported environments.
* Develop strong rapport and competence with local policies and procedures of third‑party Data Centre providers and hosts.
Data Centre Access, Site Management, Proactive System Monitoring & Remote Hands
* Maintain a professional and disciplined approach when working within Exponential-e data centres.
* Uphold adherence to ISO 9001, ISO 27001, ISO 20000 and ITIL standards and best practices.
* Manage, process and host access, remote hands and delivery tickets for visitors or specialist third‑party technicians.
* Proactively monitor internal ticketing systems to ensure swift responses within SLA timeframes.
* Keep data centres clean and presentable at all times.
Team Leadership & Development
* Act as a senior technical point of contact for colleagues, providing guidance on complex tasks, incidents and customer requirements.
* Support onboarding, mentoring and development of new and less experienced technicians.
* Promote best practice standards across cabling, installations, documentation and customer service delivery.
* Contribute to team productivity and continuous improvement initiatives, identifying opportunities to enhance processes, documentation and operational efficiency.
* Assist data centre managers with workload coordination, resource planning and escalation management.
* Support recruitment activities, technical assessments and interviews when required.
* Demonstrate leadership behaviours and ownership of operational issues, fostering a positive, collaborative and high‑performing team culture.
* At the Team Leader level, additional responsibilities may include coaching team members, conducting performance reviews, leading customer meetings and acting as an escalation point for the wider team.
Knowledge and experience required
* Must be able to pass security checks, including SC, NPPV3 and BPSS clearance.
* Experience working in a managed hosting, public or private cloud enterprise data centre environment.
* Proficiency in server, storage and network deployment and ongoing break‑fix support.
* Basic knowledge of data centre M&E design, power, cooling and redundancy.
* Deep understanding of DCIM tooling and the importance of accurate asset tracking and management (particularly NLyte).
* Well organised, self‑motivated and able to work alone and as part of a team.
* Proficiency with productivity software, including Microsoft Office and Open Office, and email clients.
* Excellent written and verbal communication skills.
* Ability to work well under pressure while maintaining attention to detail and making informed decisions.
* Passionate, engaged and enthusiastic about delivering world‑class service.
* Full UK driving licence; a personal car is required.
* Some travel by flight or train will be made and covered by company expenses.
Desirable knowledge and experience
* Experience within a hyper‑scale cloud data centre.
* Experience with structured cabling deployments of copper and fibre, including design, deployment, testing and termination principles.
Our People
Exponential-e values the diversity of its staff and fosters an inclusive working environment where every employee can feel valued and their talents utilised.
Equal Opportunities
Exponential-e Group is committed to providing equal opportunities in employment and treating all employees with respect and dignity. The company values diversity and strives to maintain an environment where every employee can develop and achieve their personal and organisational ambitions.
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