Your role
The Technician III handles customer requests and enables the operational continuity of the customer infrastructure. Customer requests include Remote Hands e.g. migration, maintenance, troubleshooting, installation, configuration) and Cross Connect (e.g. installations, deinstallations, documentation, testing) requests. The position has a major impact on customer satisfaction, by meeting Service Level Agreements (SLA’s) and good communication. The Technician III helps keeping the DC’s clean, tidy & safe.
Overall responsibilities
Leading in upholding company safety policies, operational efficiency, and core values.
Provide technical customer service support and perform operational technical interventions for customers, including handling Remote Hands requests
Executing and project managing the implementation of technical projects and support activities, including setup, deinstallation, and documentation of equipment.
Responsible for drafting and ensuring the execution of Operational procedures & processes.\
Ensuring compliance with company policies and regulations, including executing customer request reporting and administration
Documenting and analyzing progress, issues, outcomes, and create metrics to drive continuous improvement initiatives.
Providing comprehensive supervision, training, mentoring, and guidance to technicians, fostering thei professional development, and contributing to team development and recruitment efforts.
Providing technical customer service support and carries out operational technical interventions requested by customers.
What you’ll need
Minimum of 5 years of experience in Telecommunications, IT or electrotechnical, Network Infra Structure environment.
Deep understanding of structured network infrastructure and Industry measurement tools
Skilled in optical fiber installations, wiring networks, electrical wiring, network configurations
Strong troubleshooting skills and RCA capability
Skilled in customer communication and handling customer requests / complaints.
Skilled in service-oriented software, tasks handling and administration.
Skilled in Microsoft Office and Service Management applications
Proficient in English, Swedish is a big plus
