Job Title: Customer Support Technician Job Location: London Data Center Key Responsibilities · Manage customer communications, projects, and service requests, ensuring timely updates, accurate delivery, and a high level of customer satisfaction. · Troubleshoot and resolve customer issues relating to network connectivity, server hardware, operating systems, software applications, and other data centre infrastructure. · Act as an escalation point for complex technical issues, working collaboratively with internal teams to identify and resolve problems efficiently. · Support internal IT operations, including hardware deployments, Microsoft 365 administration, user support, and general helpdesk activities. · Install and manage cross connects and cabling infrastructure on behalf of customers and network providers, ensuring accurate records and adherence to data centre standards. · Maintain accurate documentation of incidents, troubleshooting activities, resolutions, and operational procedures within the ticketing system and knowledge base. · Perform routine data centre maintenance tasks, including equipment installations, upgrades, cabling, rack management, and hardware replacements. · Conduct regular infrastructure audits and maintain inventory records for equipment, racks, cabling, and power distribution units (PDUs). · Monitor support trends and identify opportunities to improve processes, increase efficiency, and enhance the customer experience. · Ensure compliance with company security policies, operational procedures, and industry best practices. · Stay informed on emerging technologies and developments within data centre operations and technical support. · Contribute positively to team culture through collaboration, knowledge sharing, and a customer-first approach. Skills & Experience · Minimum 3 years' experience in a technical support or data centre support role. · Strong understanding of networking concepts, server hardware, Windows and Linux operating systems, and virtualisation technologies. · Experience troubleshooting hardware, software, and connectivity issues within a production environment. · Familiarity with ticketing systems, monitoring platforms, and remote support tools. · Experience supporting Microsoft 365 environments is desirable. · Strong communication skills with the ability to engage professionally with customers and stakeholders at all levels. · Ability to manage priorities effectively and work calmly under pressure in a fast-paced environment. · Proven ability to meet SLAs and deliver excellent customer service. · Strong analytical and problem-solving skills with attention to detail. Certifications (Desirable) · CompTIA A · CompTIA Network · Microsoft certifications (MCSA or equivalent) · Other relevant infrastructure or networking certifications Working Pattern & Location · This is a fully on-site role based at our data centre in Farringdon, London. · Shift pattern: 4 on, 4 off, rotating between day shifts (07:00–19:00) and night shifts (19:00–07:00). · There is no on-call requirement outside of rostered shifts. Overtime opportunities are available on a voluntary basis to cover colleagues, subject to mutual agreement. What We Offer: - Opportunity to be part of a fast-growing, private equity-backed company. - A dynamic, innovative, and inclusive working environment. - Competitive compensation and benefits package. - The chance to work with a talented and ambitious international team.