Data Center Technician (On-site)

About the Role:

Under the general direction of the Lead, Data Center Services, the Data Center Technician will physically support and provide remote-hand services to customers.

*** This is a position with a 100% Onsite requirement with various shifts available***

What You’ll Do:

Data Center Infrastructure & Cabling: 30%

• Support day-to-day data center operations and execute various projects.
• Analyze and consult on customers' IT infrastructure hardware in production; conduct walkthroughs with the customer to determine whether the project can be delivered.
• Install and manage structured cabling infrastructure projects.
• Elicit Data Center infrastructure requirements from clients.
• Install, terminate, test, and label all cross-connects (copper and fiber) in the data center according to standard operating procedures.
• Perform preventative maintenance and repairs by troubleshooting cabling system issues.
• Troubleshoot and address physical issues.
• Create straight-through, crossover, and console cables.
• Move/install shelves, power strips, rails, cable management, servers, switches, and other equipment with requirements.

Compute/Network/Storage support: 30%

• Identify and report problem devices. Replace defective parts as directed.
• Visually inspect equipment for errors or unusual noises.
• Assist in performing infrastructure readiness tests.
• Configure OOB (out-of-band) management interfaces on various devices for remote access (compute, storage, and networking).
• Test and validate remote accessibility to the customer computer, server, and/or network system.
• Monitor and perform ongoing maintenance on servers and network equipment.
• Upgrade internal system components, including CPUs, memory, hard drives, and network cables.
• Create and maintain service desk documentation.

Asset Management: 20%

• Provide a plan, unpack received items, identify parts, and dispose of all non-essential items. Must report results and give recommendations.
• Ensure power tests and reports on all incoming products are completed before moving them to the data center floor, per practices.
• Digitally scan all incoming paperwork, transmit results, and proactively recommend fixes for gaps.
• Input all device locations and cable connections into a customer-defined database.
• Record all received products into a customer-defined database (including asset tag information, product manufacturer, model, and serial number).
• Consult and conduct inventory control. Compare received products to the packing slip and report discrepancies.
• Identify customer-defined spare parts and keep them in an inventory-controlled area. Recommend changes.

Other: 20%

• Maintain a high level of customer satisfaction.
• Proactively review work orders and perform post-work quality assurance to ensure requests are handled appropriately.
• Actively participate in the service transition phase to transfer knowledge and document processes.
• Develop documentation to maintain accurate records of customer computer, server, and network systems.
• Shipping/loading dock management (report new items received).
• Accept, fulfill, and report status via the ticketing system, time reports, and email processes.
• Escort vendors and repair technicians as requested by the customer.
• Manage crises in critical situations or during major service outages.
• Communicate with stakeholders according to SLAs (service level agreements).
• Perform root cause analysis.
• Follow the Company's best practices and Standard Operating Procedures.
• Mentor lower-level Data Center Technicians.
• May perform other duties as assigned by supervisor.

Qualifications and Interests

• A minimum of two years’ experience in a technical or data center support role.
• Independently research Internet technologies (firewall/router/switch/VPN/DNS/Proxy).
• Good understanding of the OSI model
• Good command of written and spoken English.
• Excellent customer service skills.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, etc.).
• Must have strong attention to detail.
• Some Travel is available.

EDUCATION/CERTIFICATION: 

• High School diploma/GED required.
• CompTIA A+, BICSI, or similar certification is preferred.