Data Center Support Services Technician

Monitors and responds in ticketing environment, guiding less experienced technicians or implementing technical solutions. Helps facilitate training that aligns with corporate objectives and adheres to standard operating procedures (SOPs) and method of procedures (MOPs) for operational Data Center Change Control processes.

Key Responsibilities

Datacenter Services Operations-Break/Fix and Hardware Maintenance:

-Replaces server components, upgrades servers, and proactively maintains hardware to ensure efficient performance for its entire lifecycle, leveraging established protocols and guidelines.

-Installs power distribution units and/or replacement hardware, removing and troubleshooting hardware without disturbing critical infrastructure, as needed.

Datacenter Services Operations-Network Configuration, Installation, and Augmentation:

-Implements designed and defined network communications and solutions, including cabling and networking equipment environments.

-Validates cabling, checking network environment build and connectivity is established, verifying that devices are connected and error free, with limited supervision.

Technical Support and Trouble Shooting-Technical Support and Trouble Shooting:

-Monitors and responds in ticketing environment, guiding less experienced technicians or implementing technical solutions to enhance and/or troubleshoot the system within Service Level Agreements (SLAs) against assigned ticket, documenting steps or resolutions involved in maintaining the environments.

Safety and Compliance-Safety, Security, Compliance, and Documentation:

-Drives adherence to all established Standard Operating Procedures (SOPs)/Maintenance Operation Protocols (MOPs) when performing tasks, ensuring all work stays in sync with site rules, colocation vendor rules, signs-off within a data center and/or customer site environments.

-Upholds required established security procedures, considering applicable local regulations -Ensures compliance with health and safety guidelines (including personal protection equipment, site access, or specific data site compliance) during on-site work at customer locations and at office, under some supervision.

Continuous Improvement:

-Helps facilitate training that aligns with corporate objectives and adheres to SOPs and MOPs for operational Data Center Change Control processes.

-Begins to identify repeating problems or trends, escalating issues to senior peers and operations team, and engaging global team about local issues.

-Begins to analyze issues for repeating problems or trends, escalating identified issues to external experts and operations team, and engaging global team about local issues.

Collaboration, Vendor Relations, and Leadership-Collaboration, Vendor Relations, and Leadership:

-Works with project teams/colocation partners to properly test and validate the installation, operation, and performance of electrical/mechanical systems and coordinate site utility requirements.

-Begins to act as a technical liaison for technical teams and provides subject matter expertise to identify and resolve resiliency, reliability, and availability risks.

-Ensures that contractors and vendors are delivering quality services and that all SLAs are being met.

-Begins to contribute to quality assurance through process creation and assists in the training of less experienced peers.

Core Responsibilities

Planning & Execution:

-Completes moderately complex and/or ambiguous assigned tasks in accordance with project requirements. Shifts priorities and resources according to team needs, with some direction.

Collaboration & Partnership:

-Collaborates with team to deliver impactful work and provide support for team objectives. Leverages understanding of business, stakeholder, and/or customer needs to build partnerships within immediate and related teams.

Problem Solving:

-Follows procedures to identify and resolve moderately complex or non-routine issues, escalating as needed. Collects and reviews data and/or information to troubleshoot errors, and helps team address routine issues.

Continuous Learning:

-Actively seeks to build new knowledge and learn new skills and/or tools in one's area of specialization and relevant domains. Listens to, addresses, and seeks feedback, and role models proactively pursuing training to improve performance.

Continuous Improvement:

-Recommends ideas to increase efficiency and effectiveness of non-standard processes, protocols, and workflows.

Education and/or Experience:

3 years of experience in client-facing, direct customer support and service, data center, or related field experience

OR

High School Diploma, General Educational Development, or equivalent AND 2 years of experience in client-facing, direct customer support and service, data center, or related field experience

OR

Associate Degree in Computer Science, Information Technology, Data Center Operations or related field AND 1 years of experience in client-facing, direct customer support and service, data center, or related field experience.

Job Skills:

Customer Service: Demonstrated ability to deliver high-quality customer service, resolving issues with professionalism.

Troubleshooting: Demonstrated ability to troubleshoot and resolve technical issues.

Network Support: Demonstrated ability to manage and troubleshoot network infrastructure and connectivity.

Hardware Support Demonstrated experience diagnosing and repairing hardware issues in support of IT operations.

IT Infrastructure/Server Trouble Shooting Experience:

2 years of experience in IT infrastructure, data center services, or server administration.

Preferred Job Qualifications

Education and/or Experience:

4 years of experience in client-facing, direct customer support and service, data center, or related field experience

OR

High School Diploma, General Educational Development, or equivalent AND 3 years of experience in client-facing, direct customer support and service, data center, or related field experience

OR

Associate Degree in Computer Science, Information Technology, Data Center Operations or related field AND 2 years of experience in client-facing, direct customer support and service, data center, or related field experience.

Cloud Environment (Hyperscale) Experience :

1 year of experience in hyperscale cloud environments.