DC Support Technician Lead

Position Summary

The Data Center Support Technician Lead is responsible for the managing of operational integrity of the H5 Data Centers facility. Reporting to the Data Center Facility Manager they oversee the physical security operations for the H5 facility, ensuring the overall site integrity while maintaining all aspects of access control and surveillance of the location. Additionally, they are responsible for acting as a single point of contact for all customer engagement daily, handling incoming calls, ticket processing, incident management & coordination. Individuals will be required to perform basic remote hands and escort duties on behalf of customers. They will monitor the health of all critical systems including building management, fire control, camera surveillance, access control, and network. The DCST Lead will ensure all work performed strictly adheres to H5 policies, guidelines, and standards.

The Data Center Support Technician Lead is responsible for managing and supporting the Data Center Support Technician team, including scheduling, writing, or updating H5 processes and SOPs, and acting as a point of escalation for customer issues. Expertise in the essential duties below is expected. May be required to be on-call.

The candidate must be willing to work shifts and weekends.

Essential Job Functions

• Lead shift scheduling responsibilities and team direction
• Video Surveillance
• Access Control administration
• Processing access requests
• Regular patrols
• Security policy enforcement
• Incident response
• Primary point of contact for customer escalations via phone, e-mail, & customer portal
• Processing requests and engaging with subject matter experts as appropriate.
• Administer ticket queues to ensure regular and timely updates through resolution and adherence to SLA’s maintaining detail written records.
• Provide escort duties for H5 Telco’s & vendors.
• Provide escort duties for customer vendors.
• Perform basic remote hand support duties on behalf of customers.
• Primary focal point for Incident management & escalations
• May be required to be on-call (24X7) in some instances.
• Administration and record keeping for all customer assigned assets (Cabinets, power, cross connects, etc.)
• Lead and support Service Order Installation, including all cross-connects and troubleshooting.
• Rack & stack customer equipment, installation of cage, cabling, and cable trays
• Participate in notifications of infrastructure maintenance.
• Monitor the health of building critical systems via BMS, Power, Cooling, and Fire systems.
• Monitor the health of access control, camera surveillance, and other intrusion detection systems.
• Monitor the health of critical IT systems such as servers, networks, and other hardware.
• Perform Incident coordination in the event of a significant incident.

• Escalate to senior management.
• Set up crisis bridge (if appropriate)
• Send out customer advisories.
• Coordinate restoration with on-site personnel

• Facility Infrastructure Maintenance as required, dependent on location.

• Participate in creation and review of Infrastructure MOP’s and ensure proper execution.
• Participate in scheduling and notification of infrastructure maintenance.
• Work with infrastructure maintenance vendors to ensure all H5 processes and procedures are followed.

Qualifications

Education:

• College education (4+ years) with a bachelor's degree in computer science or information technology preferred.
• Two years of data center experience
• Familiar with Physical security protocols
• Competent in the use of Windows, MAC and IOS systems
• Willing to adapt to new ideas and concepts.
• Customer service experience
• Organizational and time management skills

Skills and Abilities

• Must be a self-starter, able to work in a fast paced constantly changing environment.
• The ability to work well in a team environment or independently with minimal supervision.
• Comprehensive understanding of data center best practices and standards
• IT System qualifications and Meet-me-room design knowledge a plus.

• Excellent knowledge of logical data flow for physical Network and Logical host. This will assist in designing, diagnosing issues and problem solving.
• Responsibilities and duties may change, expand, etc. flexibility and the ability to adapt is a must.