Data Center IT Proximity Services

About JLL
- We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 91,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
Data Center IT Proximity Services - Support Engineer

**Position Overview and Objectives**:
Take queries from Level 1 technicians to facilitate in-depth troubleshooting and backend analysis.

Review the work order from a Level 1 technician to determine how much support was provided, what the client issue is, and how long the client has worked with the Level 1 technician.

Provide swift break-fix support and resolution.

Communicate with the user for an in-depth analysis of the problem before providing a solution.

Quickly determine if issues require communication up to Level 3 technician for SME support.

Provide extensive troubleshooting support, as needed.

Provide programming support associated with the software, as needed.

Perform hardware installations (rack/stack) and cable installations (routing, terminating, structured cabling), including troubleshooting and testing. Perform hardware decommission and cable removal.

Perform remote hands support (e.g., power cycles, physical environment, and cabling inspections, swap out failed components, hardware upgrades, testing of copper and fiber cables, handling storage media, and enter troubleshooting commands).

Prepare and coordinate incoming/outgoing shipments. Compare packing lists with purchase details to ensure correct make, model, and quantities are received and receipted.

Support Service Management and related processes (e.g., Service Request, Incident, Change) by creating, updating, and closing associated tickets. Oversee and support Physical access processes to maintain secure Data Center facilities.

Play an active role in managing the execution of the Power Maintenance Events.

Oversee, track, maintain, order adequate sparing, cabinets, and consumable levels.

Perform physical audits and ensure the Service Management database is updated and accurate.

Handle tape backup media and prepare for offsite storage if applicable.

Collaborate and maintain business relationships to meet and exceed client expectations with respect to business as usual and project activities.

Train and provide oversight to improve service levels.

Manage projects - Build Center Solution tools, space planning, power requirements, cabling requirements. Work with CSE staff, order cables and related supplies.

Allocate job tasks to staff. May maintain staff’s shift scheduling and approve timecards.

May carry out performance reviews. Ensure staff performance is of the highest standards and meets service metrics.

Act as a point of escalation.

**Qualifications**:
1-3 years Data Center Technician L2 experience.

Coordinates delivery and operation of IT infrastructure (hardware and cabling) to documented strategy and standards, service catalogue, industry specifications (i.e., ISO9001 and ISO27001), schedule, quality, and customer expectations. Allocates job tasks to staff.

Participates in the management of 24x7 Proximity Services operations for assigned data centers, delivering standardized services including physical access, remote hands, hardware inventory management, installation and cabling, and data center operations site management.

Develops and nurtures strong relationships with other technology organizations and identifies opportunities to provide additional service capabilities.

Partners with the Critical Environment team to plan and execute agreed power maintenance events.

Participates in data center provisioning forums and reviews industry standards for whitespace planning to improve time to market, quality, consistency, and accuracy across assigned data centers.

Fosters a culture of customer-focused behaviours and continuous operational improvement.

Participates in the delivery of data center optimization and closure programs.

Perform addi