Background information about the job or company (e.g., role context, company overview)

iColo: A Digital Realty Company, is the leading carrier-neutral data center provider operating state of the art facilities in Kenya and Mozambique. We serve a broad spectrum of clients - Telecom carriers, ISPs &d peering points, IT & cloud providers, content providers, enterprise & financial services customers.

Responsibilities or duties

Operations and Compliance

• Adheres to and upholds company safety policies, operational efficiency, and core values.
• Provide technical customer service support and perform operational technical interventions for Customers.
• Assist in the implementation of technical projects and support activities, including setup, commissioning, decommissioning and documentation of equipment.
• Ensure compliance with company policies and regulations, including executing customer request reporting and administration.
• Document and analyze progress, issues, and outcomes, driving continuous improvement initiatives.
• Assist in designing Customer design pack for deployment and Liase with Area Facility Manager and Facility Supervisor on Capacity Planning of the Data Center.
• Monitoring and day-to-day infrastructure surveillance and inspections via regular site walks and monitoring the building management system.
• Monitor Data Centre Power consumption and Customer Power consumption.
• Perform Tool Audits and power audits and update the Area Facility Manager
• Continuously update the Patch Manager
• Act as a first point of contact for ESC for technical requestsand Customer escalation in line with the escalation matrix.
• Act as first line of response on alarms and handle or escalate alarms according to guidelines.
• Participate in the full continuous (24x7) call-out team
• Ensure all work is carried out in compliance with relevant policies and regulations including conducting risk assessments when necessary.

Maintenance

• Assist in executing maintenance and repairs of buildings and equipment such as Generators and UPS as planned by the Area Facility Manager and documenting the results.
• Document all maintenance and repairs made on buildings and equipment in a timely fashion.
• Monitor and supervise repairs and maintenance executed by Contractors and sub-contractors and document the results
• Monitor equipment and installations to ensure adherence to technical and safety standards

Customer Support and Technical Interventions

• Provides technical customer service support and carries out operational technical interventions requested by clients.
• Handles Customer requests according to instructions from CIM and the Area Facility Manager which include: Customer equipment migration through labeling, installations, documentation, and testing,Emergency troubleshooting and maintenance of customer infrastructure and shows leadership (reboot, reset, handle connectivity issues) as per hands and eye requests and Special maintenance requests (e.g. simple repairs, equipment exchange, technical measurements)
• Ensure proper shift handover on work progress

Customer Implementation Services

• Oversee the migrations and implementation activities in accordance to the CIM procedures.
• Responsible for the set-up and decommissioning of Cross Connects through cabling, installation, documentation and testing according to the decommissioning procedure
• Supervise installation of Customer Equipment in the data center by the Customers and keep a complete record of the process and results

Health and Safety

• Adhere and uphold all health and safety practices
• Conduct Health and Safety Inductions on Contractors and Customers
• Report all Site HSE incidences and near misses and follow the escalation matrix
• Oversee Contractor services ensuring they meet the HSE standards

Additional Responsibilities

• Take on other special projects/assignments as directed by Area Facility Manager.
• Be an active participant and make observations & suggestions towards the improvement of the data center effectiveness and efficiency.
• Any other tasks assigned by the Facility Manager or Supervisor in-charge

Qualifications or requirements (e.g., education, skills)

Hard Skills:

• Bachelor’s in Electrical and Electronics Engineering, Mechanical or Mechatronics Engineering or related Engineering fields.
• Strong troubleshooting skills and RCA (Root Cause Analysis) capability
• Skilled in Microsoft office and Service Management applications (e.g. Excel)
• Understanding of Engineering or electromechanical environments.
• Familiarity with network infrastructure and measurement tools.
• Communication skills including customer communication and handling customer requests / Complaints

Soft Skills:

• Proactive and customer-focused mindset, showing dedication to customer service and exceeding business goals.
• Attention to detail and a hands-on approach to tasks, coupled with a strong drive for continuous learning and development.
• Enhanced team-oriented mentality, actively contributing to team effectiveness and demonstrating adaptability and flexibility in various situations.
• Effective communication skills within the team and across different levels of the organization, while exhibiting resilience and problem-solving abilities in challenging scenarios.

Experience needed

Minimum 0-3 years of experience in Telecommunications or electromechanical environment or general experience in the Engineering Industry.

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Never pay for any notarisation, certificate or assessment as part of any recruitment process. When in doubt, contact us

• Adheres to and upholds company safety policies, operational efficiency, and core values.
• Provide technical customer service support and perform operational technical interventions for Customers.
• Assist in the implementation of technical projects and support activities, including setup, commissioning, decommissioning and documentation of equipment.
• Ensure compliance with company policies and regulations, including executing customer request reporting and administration.
• Document and analyze progress, issues, and outcomes, driving continuous improvement initiatives.
• Assist in designing Customer design pack for deployment and Liase with Area Facility Manager and Facility Supervisor on Capacity Planning of the Data Center.
• Monitoring and day-to-day infrastructure surveillance and inspections via regular site walks and monitoring the building management system.
• Monitor Data Centre Power consumption and Customer Power consumption.
• Perform Tool Audits and power audits and update the Area Facility Manager
• Continuously update the Patch Manager
• Act as a first point of contact for ESC for technical requestsand Customer escalation in line with the escalation matrix.
• Act as first line of response on alarms and handle or escalate alarms according to guidelines.
• Participate in the full continuous (24x7) call-out team
• Ensure all work is carried out in compliance with relevant policies and regulations including conducting risk assessments when necessary.
• Assist in executing maintenance and repairs of buildings and equipment such as Generators and UPS as planned by the Area Facility Manager and documenting the results.
• Document all maintenance and repairs made on buildings and equipment in a timely fashion.
• Monitor and supervise repairs and maintenance executed by Contractors and sub-contractors and document the results
• Monitor equipment and installations to ensure adherence to technical and safety standards
• Provides technical customer service support and carries out operational technical interventions requested by clients.
• Handles Customer requests according to instructions from CIM and the Area Facility Manager which include: Customer equipment migration through labeling, installations, documentation, and testing,Emergency troubleshooting and maintenance of customer infrastructure and shows leadership (reboot, reset, handle connectivity issues) as per hands and eye requests and Special maintenance requests (e.g. simple repairs, equipment exchange, technical measurements)
• Ensure proper shift handover on work progress
• Oversee the migrations and implementation activities in accordance to the CIM procedures.
• Responsible for the set-up and decommissioning of Cross Connects through cabling, installation, documentation and testing according to the decommissioning procedure
• Supervise installation of Customer Equipment in the data center by the Customers and keep a complete record of the process and results
• Adhere and uphold all health and safety practices
• Conduct Health and Safety Inductions on Contractors and Customers
• Report all Site HSE incidences and near misses and follow the escalation matrix
• Oversee Contractor services ensuring they meet the HSE standards
• Take on other special projects/assignments as directed by Area Facility Manager.
• Be an active participant and make observations & suggestions towards the improvement of the data center effectiveness and efficiency.
• Any other tasks assigned by the Facility Manager or Supervisor in-charge

• Strong troubleshooting skills and RCA (Root Cause Analysis) capability
• Skilled in Microsoft office and Service Management applications (e.g. Excel)
• Understanding of Engineering or electromechanical environments.
• Familiarity with network infrastructure and measurement tools.
• Communication skills including customer communication and handling customer requests / Complaints
• Proactive and customer-focused mindset, showing dedication to customer service and exceeding business goals.
• Attention to detail and a hands-on approach to tasks, coupled with a strong drive for continuous learning and development.
• Enhanced team-oriented mentality, actively contributing to team effectiveness and demonstrating adaptability and flexibility in various situations.
• Effective communication skills within the team and across different levels of the organization, while exhibiting resilience and problem-solving abilities in challenging scenarios.

• Bachelor’s in Electrical and Electronics Engineering, Mechanical or Mechatronics Engineering or related Engineering fields.