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ICT Shift Engineer - job post

3.7 out of 5



Full job description

Service line
GWS Segment
Role type
Areas of Interest
Data Centers, Engineering/Maintenance, Facilities Management
London - England - United Kingdom of Great Britain and Northern Ireland
Job Title: ICT Shift Engineer
Business Sector: Data Centre Solutions
Location: London, Heathrow
Shift hours: 12 hour, Continental Pattern Shift Coverage (42 Hours per week, covering Dayshift 07:00 to 19:00 and Nightshift 19:00 to 07:00)


CBRE is the global leader in real estate services and leverages the industry's most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally, we employ over 70,000 employees and operate in 48 countries.

Purpose of the Job

To provide day to day operational break fix cover to the Client Data Centers. The cover includes (but is not limited to) incident ticket requests monitoring, acknowledgement, updating, assisting with planned work activities and change requests, clerical data inputting, operational reporting, preparing tools, equipment, assistance with reviewing and updating operational compliance documentation, audits, provision of hardware break-fix and stock control.

Key Responsibilities

  • Carry out primarily break-fix tasks, though there may also be decommissioning, infrastructure installations, cabinet modifications and hardware tasks as per relevant procedure documents.
  • Good experience of server hardware and cable management within server rack space.
  • Understanding of data centre energy efficiencies and how to identify new innovations that will improve upon current levels.
  • Collect and prepare items required for any night/weekend planned work requests including but not limited to hardware, materials, print host & wrap-round labels, patch cords, fixings and documentation.
  • Good structured cabling / patching / cross connect installation/troubleshooting experience.
  • Good knowledge and experience of server hardware component replacement.
  • Able to configure iLO ports upon request (configuration data provided by others).
  • Confident speaking to both customers and senior management directly and to describe complicated technical issues in simplistic terms to explain a potential service affecting situation clear and concisely.
  • Attend service, incident, project meetings if required to do so and to provide input if any is warranted upon the agreement of onsite CBRE management.
  • Assist or create/provide ICT related reports upon request.
  • Ensure the stock thresholds are not breached and escalate to the ICT Operations Manager to arrange for stock to be replenished.
  • Ensure that Internal CBRE processes and policies are read, understood, always followed, and adhered to.
  • Ensure that all relevant site rules, standards, processes, and procedures are read, understood, and followed.
  • Assist the ICT Operation Manager with the review and updating of any operational compliance documentation to ensure that it is current and relevant.
  • Make sure all work completed is carried out to the accepted and expected site standards.
  • Always promote a positive image of CBRE.
  • Ensure that if any issues occur on-site, which could be detrimental or result in potential failure to adhere to our SLA’s or KPI’s is reported to the ICT Operations Manager immediately.
  • Escalate any issues or concerns relating to the data halls to the ICT Operations Manager.
  • Ensure that health and safety requirements are met and that any concerns or incidents are escalated appropriated and document any accidents that occur in the site accident book.
  • Ensure that e-mails and ticket queues are checked regularly and actioned where necessary and completed.
  • Ensure CRQ’s and permits are in place and have relevant approval prior work commencing on the associated task, notify the ICT Operations Manager if any discrepancies arise.
  • Keep all relevant storerooms clean and tidy and ensure that the related stock spreadsheets are up to date.
  • Ensure that the ICT Operations Manager or ICT Support Manager are advised of any hardware discrepancies you find within the data racks.
  • Ensure all ticket requests upon receipt have sufficient infrastructure/cable management and cab specification are correct, notify the ICT Team Leader should any issues be found.
  • All monitored site-specific workflow tickets must be updated accordingly.
  • Provide vendor assistance and update records of AWC’s (which may include escorting).
  • Assist with data input to the customer systems support tools (including but not limited to DC Track / DCIM tool, etc.).
  • Ensure that the ICT Operations Manager is kept informed of any delays to planned work etc.
  • Assist the ICT Support Manager on any project related work.
  • Ensure the telephone hotline monitoring, and answer any calls at all times while on-site and ensure that telephone etiquette is followed also check for any voicemails that may have been left.
  • Make sure that all working areas (including comms rooms/data halls) are kept in a clean and tidy condition to the standard expected by the client.
  • To perform any other duties within your skillset as delegated by the ICT Operations Manager.
  • Ensure awareness and compliance with the contractual KPI's/SLA's are undertaken.
  • The position is a 12hr shift (Day and Night), and as such will cover weekend and bank holiday periods when rostered on those dates.
  • Physically able to lift boxes/devices up to 25Kg.
  • Must be able to arrive on any of the customer's sites upon the agreed day/shift starting time.
  • Must be able to travel to provide hardware replacement/ICT support across the UK to any of the CBRE supported BA sites.


  • Directly accountable to the ICT Operations Manager and a dotted line reporting to the Senior CBRE ICT team.
  • The post holder has no direct reports.
  • This post carries no direct budgetary responsibility, but financial awareness is required when replacing parts, using consumables.


  • Minimum of 2 years working in ICT data centre environments (Colo or Enterprise).
  • Good understanding of cabling (copper and fibre) infrastructure and industry best practices.
  • Good knowledge/understanding of servers, networking hardware components and their functions.
  • Good knowledge/understanding of SAN (Storage Area Network) and their functions.
  • Valid UK driving licence.
  • To have their own method of transportation.
  • Industry recognised Data Centre certification (CDCTP or CNCI).
  • HPE specific server hardware/configuration qualifications.


We are an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.
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