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Quick Question:

Within the last 5 years, what role did the following play in your job:
Managing a team of technicians (minimum of 1 other)
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Quick Question:

Which best applies to your total years of experience in Telecommunications or Data Center?
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Quick Question:

Within the last 5 years, what role did the following play in your job:
Structured cabling installation and termination
Manager, Remote Hands Services
MA - Needham


Opportunity Snapshot
Top reasons to consider aligning your career with Digital Realty
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Grow your skills on a strong team with a track record of excellence and earn great pay and benefits

If you have solid telecom or networking technical savvy along with strong leadership skills, this position offers you some great opportunities. You will:
  • Step up your career; this is a chance for a strong supervisor to move up to a "working manager" role that involves overseeing a team and providing hands-on support as necessary. Quick question for you - click here
  • Expand your experience in data center networking as well as other operational aspects, including electrical, mechanical, HVAC and more.
  • Showcase your potential to take on additional responsibilities or advance; in fact, this position is open because the incumbent was promoted.
  • Work with a strong team in Boston and become part of a global organization committed to operational excellence, as evidenced by 11 consecutive years of five nines uptime (99.999%).
  • Earn a competitive wage (including possible overtime), potential bonus and comprehensive benefits.
Digital Realty: Where the cloud lives and business thrives. We built the global standard for technical real estate, developing a unique capability to acquire, manage, and scale data center campuses. Now, Digital Realty is building a unique ecosystem of open solutions that power customer growth through exceptional service on a foundation of unrivaled data center expertise. The new Digital Realty combines unparalleled data center services, carrier-dense interconnection, real estate acumen, and financial strength to create a unique power of choice and value when and where our customers need it.
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Take Your Career in Technical Operations to the Next Level with a Global Data Center Industry Leader

The Requirements
Find out what it takes to thrive in this role.
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To meet the basic qualification for this role, you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship. In addition, to be a good fit for the Manager, Remote Hands Services opportunity, you will have:
  • 5+ years of working experience in a large-scale environment (e.g., call center, help desk, field services or network operations center). Quick question for you - click here
  • A high school diploma; college and/or certifications in computer technology are a strong plus.
  • Proven experience leading or managing a technical team.
  • TCP/IP knowledge and basic knowledge of routing and troubleshooting.
  • Experience with servers, routers, switches, hubs and networking equipment, ideally including Cisco products.
Please see the More Insights tab for additional information.

Pictured: Located near the Route 95 and Route 90 interchange, the colocation data center in Boston at 128 First Avenue is a three-story premier data center facility with 30 MW of power and 164,000 sq. ft. of raised floor space. This colocation Boston facility has 13 MW of critical IT load that serves a total of 18 customers who are primarily internet based, financial services, and healthcare related companies.
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The Role
If you meet the minimum qualifications, feel free to apply at any time. If you'd like some additional details about the role, please read below.
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Reporting to the Data Center Manager, you will be is an important part of our datacenter team. As the "front line" of our business you will be in the unique position of helping to cultivate a customer-focused environment. The Remote Hands team provides 7x24x365 coverage in each of our data centers. As the leader of our team, you will be responsible for overseeing the following actions: acknowledging receipt of trouble ticket, assignment of trouble ticket, and completion of trouble ticket. In addition, you will be answering calls, granting access to customer premises and installing network cabling. Quick question for you - click here

Please see the More Insights tab for additional information.
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Why Join Us
More great reasons to build a career home with us.
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Professional development
Even if you already have data center experience, you are bound to gain new skills and experience, working with brand-new equipment. In addition, we are committed to helping our people grow professionally, including providing training opportunities. You'll enjoy up to two months of strong initial training, including both on first shift and on your assigned shift.

Career options
Success in this position could set you up to pursue advancement, depending on your talent, goals and success in the role. You might pursue a career path within the remote hands organization or into facilities engineering or data center management.

State-of-the-art equipment
We are committed to staying on the cutting-edge of our industry, meaning you'll be exposed to and work with the latest technology.

Entrepreneurial culture
We value collaboration and encourage innovation, and the organization is committed to providing employees the tools and training they need to excel and develop professionally.

Excellent compensation
In addition to a competitive wage and discretionary bonus potential, we offer a comprehensive benefits package that includes all you would expect plus some pleasant surprises, like multiple flexible spending plans, a generous company match on the 401(k) plan, and more.
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More Insight
Explore additional information about the requirements, role and success factors
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More about the Requirements
In addition to the qualifications described under The Requirements tab, you will need:
  • An understanding of network performance management techniques and software.
  • Familiarity with network technology and data communications media installation (fiber, coax, copper).
  • Experience with one or more of the following platforms: Windows, Linux, and/or UNIX.
  • Good problem determination/troubleshooting skills.
  • Experience with trouble ticketing software.
  • The ability to follow established guidelines, policies, and procedures.
  • A commitment to quality and the motivation and ability to work well in a team environment.
  • The ability to:
    • Use hand tools (e.g., wire strippers, scissors, punchdown tools).
    • Complete assignments requiring lifting or carrying equipment and frequent use of ladders.
    • Work in a time-sensitive, dynamic environment and able to adjust to priority changes.
  • Good verbal and written communications skills.
  • Solid interpersonal skills.
You'll work on site, and we are taking appropriate precautions to ensure the health and safety of employees, customers and visitors. Core hours will be 8 AM to 5 PM (with some flexibility), and there may be overtime. You'll also be on call nights, holidays and weekends as part of the data center management team.

More about the Role
In addition to the responsibilities described under The Role tab, you will:
  • Manage, hire, and coach, a team of technicians (currently one, but it could grow).
  • Oversee day-to-day operations of the Remote Hands team.
  • Point of contact for escalations and operational processes.
  • Update and document workflow processes.
  • Work with property management in support of customers.
  • Perform other duties as determined by management.
  • Verify access level via the customer access list.
  • Unlock and lock customer cages and cabinets.
  • Monitor incoming ticket queue.
  • Answer incoming telephone calls.
  • Follow the documented procedure for the customer trouble ticket lifecycle.
  • Complete customer requests both verbal and written (tickets).
  • Generate trouble tickets in accordance with standard operating procedures.
  • Assist customers as needed e.g., provide carts, provide approved tools, etc.
  • Perform collocation room inspections as required.
  • Escort carrier representatives to the M.P.O.E. and Telco spine as needed.
  • Install and test network media (cross-connects) as needed e.g., fiber optic, Cat5e and coaxial cable.
  • Install networking gear e.g., servers, switches, routers, etc.
  • May occasionally install networking gear (e.g., servers, switches, routers, etc.).
  • May train other Remote Hands personnel as needed on technical or non-technical matters.
  • Perform other duties as assigned.
More about your success
To excel in this position, you will grasp the important role played by the equipment and infrastructure in this data center, and the critical role played by the data center in our customers' businesses. Billions and even trillions of dollars are transacted over the networks we support. Downtime of even a few minutes can cost millions. Digital Realty has achieved five 9s (99.999%) uptime in each of the last eleven years, in no small part because of the dedication and passion of our technicians.

To be an outstanding Manager, Remote Hands Services, you will:
  • Demonstrate a strong sense of ownership and pride in your work.
  • Achieve goals independently, but also know when to ask questions.
  • Remain open to learning new things, including the Digital Realty way of doing business.
  • Pay attention to details, but also keep the bigger picture in mind.
  • Combine analytical skills and creativity in solving problems.
  • Bring a commitment to teamwork.
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Digital Realty is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact the Human Resources Department at acalisto@engage2excel.com.