Lead Technician

About the role

The Lead Technician (LT) is responsible for ensuring a customer‑first approach while planning and delivering data‑center service requests. The LT supports the Manager Remote Hands and Manager Data Center in training technicians and acts as the primary technical point of contact during daily operations and incident escalations.

Key responsibilities

• Prioritize and coordinate customer service requests, ensuring deadlines and SLA compliance.
• Supervise and mentor Data Center Technicians, providing training and development.
• Act as the acting Manager Remote Hands in their absence.
• Allocate resources and manage workload across multiple request systems.
• Monitor and report on service performance, preparing documentation and process instructions.
• Collaborate with Site Management to identify operational efficiencies and innovations.

Required profile

• Minimum 5 years of experience in telecommunications, IT, or electrotechnical network infrastructure environments.
• Proven ability to lead teams, plan resources, and coach staff.
• Strong problem‑analysis, troubleshooting and root‑cause analysis capabilities.
• Excellent communication skills for interacting with customers and internal stakeholders.
• Self‑motivated, proactive and able to work independently.

Required skills

• Optical fibre installation
• Network wiring and electrical wiring
• Network configuration
• Structured network infrastructure knowledge
• Industry measurement tools
• Microsoft Office (including Excel)
• Service Management applications