Job Description

The Analyst - Data Centre Operations will aid in the deployment, operation and management of the Customers in its centres. Reporting to the Manager - Data Centre Operations, this role primarily includes the managing of whitespace, colocation and managed customer racks, data cabling, power management, hardware installation, circuit installations, media handling, and fulfilling tasks for our customers on the data centre floor as and when required.
Please note - a full clean UK driving license is essential for this role.
Key Responsibilities
This is not designed to be a list of all tasks undertaken but an outline record of the main responsibilities (5 to 10 maximum). These are indicative of the role and as such the job holder is expected to undertake other duties and responsibilities relevant in nature, level and grade.

• Provide operational support to the required level for all customers based at Redcentric Sites. This may include verbal and written communication as well as face to face interaction with various levels of customer employees.
• Manage maintenance and progression of records for all work and status updates by making use of the prescribed system to do so, i.e. the Ticketing System, Capacity and Tracking Systems, Online Tools and Databases etc.
• Conduct work either for or at the direction of the company for itself or on behalf of its customers, i.e. audits (site and rack), cabling, cross connects, decommissioning, tape rotation, etc.
• Implement and undertake the maintaining of the physical hosting infrastructure (racks, patch frames/panels, data and power tray work, data cabling and cross connects, Telco Carrier space).
• Assist the Site Manager in the maintenance of the look and feel of the site in cooperation with the Product and Support Groups (floor walks to ensure cleanliness, removal of rubbish, process deliveries and collections, monitor and support mechanical and electrical function).
• Communicate with the customer in order to manage the work for the support and setup of customer-specific requirements and when needed provide assistance to the relevant internal teams.
• Work supportively with colleagues, operating in a collegiate manner at all times and in line with the Company's values.
• Provide Service Desk support in taking and managing calls, emails, and other communications from customers.

Security Responsibilities
Compliance to security policies and other company related policies and procedures are an integral part of employment. Therefore, all staff are expected to:

• Ensure you are aware of and abide by all relevant Company regulations and policies relevant to the role.

Follow Company / departmental policies and working practices, ensuring that no breaches of information security result from any actions.

• Ensure data protection is maintained and information is made available on a need to know basis.

Play an active role in the prevention of unauthorized access and damage to information.

• Report security weaknesses and incidents appropriately to relevant personnel, including the Security function in a timely manner.

Person Specification
This section describes the sum total of knowledge, experience & competence required by the job holder that is necessary for standard acceptable performance in carrying out this role.
Qualifications and Professional Membership
Essential/
Desirable Assessment Method
Microsoft Certified Solutions Associate (MCSA) or Microsoft Certified Solutions Expert (MCSE) credential(s) Desirable Application/CV
Cisco Certified Entry Networking Technician (CCENT) or applicable Cisco Certified Network Associate (CCNA) credential(s) Desirable Application/CV
ITIL V3 Desirable Application/CV
Technical Competencies (Experience and Knowledge)
Essential/
Desirable Assessment Method
Minimum one (1) year experience in a similar role such as experience gained in a Business Continuity or a Managed Services environment Essential Application/CV
Experience handling and storing customer data Essential Application/CV
Firm understanding of data cabling installation, management and patching Essential Application/CV
Experience in using a ticketing system Essential Application/CV
Understanding IT systems Essential Application/CV
Rack Installation Desirable Application/CV
Customer Service experience Desirable Application/CV
Advanced Application Use (Excel, SharePoint, Google docs, Office 365 etc) Desirable Application/CV
Computer hardware maintenance experience (troubleshooting, diagnostics, repair, replacement ) Essential Application/CV
Skills and Behavioral Competencies
Essential/
Desirable Assessment Method
Excellent communication skills, written and verbal, for customer interaction Essential Interview
Excellent organizational and time management skills Essential Interview
Excellent problem solving and proactiveness Essential Interview
Special Requirements Essential/
Desirable Assessment Method
Job does involve shift work. 24/7 Essential Application/CV
Full UK Drivers license. Job does have a requirement to drive between and work at different Data Centre sites depending on staff levels. Essential Application/CV