Junior Remote Hands Technician

The Junior Remote Hands Technician provides on-site technical support within a data centre environment, carrying out basic hardware and operational tasks on behalf of customers. Working under supervision and reporting into the Remote Hands Manager, this role supports service delivery through predefined activities such as equipment checks, cable patching and device handling while adhering to operational processes and customer instructions. This is an entry-level role ideal for someone starting a career in data centers, IT infrastructure or facilities operations (North West London based).

Key Accountabilities

Team Leadership & Operations:

• Perform basic remote hands tasks such as power cycling, resetting equipment and visual inspections
• Handle media including inserting/removing tapes or removable storage
• Execute tasks based on customer instructions
• Follow documented procedures and work instructions
• Assist with rack audits and documentation
• Assist with receiving and moving equipment
• Assist with asset tracking and inventory management

Service Delivery & Customer Support:

• Respond to service requests via ticketing systems
• Work within SLAs and priority levels
• Accurately record actions and update tickets
• Escalate issues appropriately where required
• Communicate with customers and provide updates
• Provide professional and courteous customer service

Sales & Pre-Sales Support:

• Support sales teams with Data Center Site requests and power audits

Implementation & Project Support

• Perform basic patching and cabling within racks
• Support equipment labelling and cable management
• Install and test carrier (XC) cross-connects (SM Fibre/CAT6/Copper)
• Monitor and update order management system Sugar CRM
• Maintain CMDB records in FNT command, such as XC Data and floor plans/footprint

Health, Safety & Security:

• Follow all health and safety policies
• Adhere to operational processes and risk assessments
• Ensure secure handling of customer equipment
• Maintain compliance with site security and access control procedures
• Protect customer information and maintain confidentiality

Additional Responsibilities:

• Escort visitors within the data centre
• Maintain accurate documentation and equipment records
• Support 24/7 shift operations as required

Experience & Qualifications

Essential

• Basic understanding of IT hardware and cabling
• Basic understanding of servers, storage systems and networking equipment
• Attention to detail
• Strong communication skills
• Ability to follow procedures and customer instructions
• Basic knowledge of Microsoft Windows
• Ability to work shifts

Desirable

• Experience in a data centre or IT support role
• Knowledge of structured cabling
• Awareness of ITIL or service management
• Microsoft 365
• Full UK Driving License beneficial