The Lead Technician (LT) prioritizes a customer‑first mindset and ensures timely and accurate planning and delivery of customer requests. The LT assists the Manager Remote Hands and Manager Data Center with the training and development of Data Center Technicians, proactively manages daily customer service request activities and other planned work, ensures efficient resource utilisation, and maintains an excellent customer service level by meeting committed deadlines. The LT provides technical leadership and advanced support, can serve as a specialist with a particular skill set, and serves as the primary contact for technicians, acting as Manager Remote Hands in absence and assisting Site Management in communicating with customer representatives during daily operations and incident escalation. As a working supervisor, the LT oversees and coordinates all customer service requests and manages the allocation of service requests coming from different application systems. The LT monitors SLAs and supports process preparation, including instruction and reporting.
What You’ll Do
Lead and ensure adherence to company safety policies, operational efficiency, and core values.
Provide technical leadership, overseeing site operations to ensure compliance with industry standards.
Supervise and mentor technicians, facilitating their training and development.
Deliver advanced technical customer service support and prioritize service requests.
Collaborate with Site Management to identify efficiencies, innovations, and plant optimization.
Manage compliance, administration and documentation, ensuring adherence to regulations.
Act as a single point of contact for customer service requests and maintain effective communication with stakeholders.
What You’ll Need
Minimum 5 years of experience in telecommunications, IT, electrotechnical, or network infrastructure environments.
Deep understanding of structured network infrastructure and industry measurement tools.
Skilled in optical fibre installations, wiring networks, electrical wiring, and network configurations.
Excellent problem analysis skills.
Strong troubleshooting skills and root cause analysis capability.
Skilled in customer communication and handling customer requests/complaints.
Skilled in Microsoft Office and service management applications (e.g., Excel).
Experience in team management, resource planning, coaching, training, developing and supervising staff.
Demonstrated dedication, self‑management and proactivity.
Fostered a team‑oriented approach with excellent interpersonal skills.
Exhibit flexibility, reliability, and problem‑solving orientation.
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