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Hemel Hempstead, GB, HP2 7SU

Date:  09-Oct-2021
Category:  Data Center Operations

EMEA Client Support Agent

This is a position that requires previous experience working in a Data Center environment. As our new EMEA Client Support Agent you will be joining at an exciting time as the organisation integrates multiple businesses across the EMEA region and continues to grow with new Data Centers due on-line within the next year. Joining a team that provides 24/7 operational cover for all our sites.


Your responsibilities

  • Provide 1st / 2nd line support (being the first point of contact for client queries)
  • Use SalesForce to log, categorise and prioritise all support requests
  • Professionally manage customer interactions both via phone and in writing
  • Understand how Data Center services work (remote hands, provisioning, change / incident management, peering, x-connects, access control etc) 
  • Understand data center critical infrastructure, UPS, Generators, etc
  • Help troubleshoot complex IT problems, keeping clients updated and informed with progress
  • Work with other EMEA teams in Spain and Germany, supporting local languages
  • Work with all on site teams across EMEA to review the nature and status of incidents
  • Triaging relevant support requests and engaging specialist teams to help resolve quiries
  • Effectively coordinate with multiple different teams, both technical and non-technical, in order to resolve support requests as quickly as possible
  • NOC monitoring - responding to alarms and escalating where appropriate
  • Write and send formal client notifications during major incidents
  • Adhere to and support departmental SLA’s and KPI’s
  • Work effectively as part of a team and on your own initiative
  • Follow documented policies and procedures, suggesting improvements where necessary


Your profile

  • Experience working in a Data Center environment
  • A good overall understanding of IT technologies (servers, switches, routers, hardware, operating systems, cabling standards)
  • A good overall understanding of data center infrastructures (UPSs, generators, CRACs, AHUs, chillers, busbars, tap-off units)
  • ITIL, Data Center Design Awareness, CCNA, CompTIA or equivalents
  • Spoken / written English essential, German / Dutch / Spanish languages an advantage
  • Previous experience of working with SalesForce desirable
  • Working in a shift pattern (4 on / 4 off shift pattern, alternating days and nights includes weekends and bank holidays, 365 days of the year)
  • Good analytical/problem solving skills
  • To be able to work well within a team environment as well as independently
  • Self-motivated and keen to develop, with a willingness and desire to learn
  • To possess initiative with an inquisitive nature, unafraid to ask appropriate questions
  • To undergo full security checks to BS7858:2019

We look forward to hearing from you!

About the Global Data Centers division of NTT Ltd.
Global Data Centers is a division of NTT Ltd. Our global platform is one of the largest in the world. NTT is ranked as one of the top three leaders worldwide by IDC in their Colocation and Interconnection Services MarketScape, spanning more than 20 countries and regions including North America, Europe, Africa, India and APAC. 

As a neutral operator, we offer access to multiple cloud providers, a large variety of Internet Exchanges and telecommunication network providers including our own IPv6 compliant, tier 1 global IP network. Our clients benefit from tailored infrastructure and experience consistent best practices in design and operations across all of our reliable, scalable and customizable data centers. 

Working for Global Data Centers EMEA
We are one of the leading and largest data center provider and for more than 20 years we have been supporting our clients from a wide variety of industries with our talented team of nearly 800 people (m/f/d). Today, we are designing and operating 18 data center locations across 160,000 sqm in Germany, Austria, Switzerland, in the Netherlands and in Great Britain and expanding into further markets. Our people come from a variety of industries and work together to find the best solution for every challenge. Due to the diversity of backgrounds our people (m/f/d) come from, the ability to work in teams and good communication skills are very important to us.

As a performance-oriented company, we value expert knowledge and people who want to shape the future. We are growing internationally and offer our people (m/f/d) the opportunity to work worldwide within the NTT Group if they are suitably qualified and interested.

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