Senior Data Center Technician (On-site)

About the Role:

Under the general direction of the Lead, Data Center Operations, the Senior Data Center Technician will provide hands-on support and remote hand services for customers, train and mentor lower-level resources, complete standard reports, and support cross-functional teams in fulfilling service requests. 

*** This is a position with a 100% Onsite requirement and will require some travel***

What You’ll Do:

Data Center Infrastructure & Cabling: 20%

• Perform analysis and consulting of customers' IT infrastructure hardware in production; perform walkthroughs with the customer to determine the ability to deliver the project.
• Perform structured cabling assessments and provide recommendations.
• 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 Company best practices.
• Support day-to-day operations of the data center and execute medium to large projects.
• Troubleshoot physical problems and address issues.
• Move and install shelves, power strips, rails, cable management, servers, switches, and other equipment as required.

Compute/Network/Storage support: 45%

• Download and transfer disk images or configuration files.
• Assist in the configuration of OS (Linux, IOS, WIN, etc.)
• 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.
• Assist in the configuration and deployment of minor releases and updates.
• Assist with installing and configuring network and storage devices.
• Keep up-to-date documentation of OS configuration.
• Visually inspect equipment for errors or unusual noises, as trained and directed.
• Assist with performing infrastructure readiness tests.
• Identify and report problem devices; replace defective parts, as directed.
• Create and maintain service desk documentation.
• Complete monthly standard reports.
• Support cross-functional teams to fulfill service requests.

Asset Management: 15%

• Provide a plan, unpack received items while identifying parts, and dispose of all non-essential items. Deliver 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.
• 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. Recommends changes.

Other: 20%

• Train and mentor other Data Center Technician(s).
• Maintain a high level of customer satisfaction.
• Review work orders proactively and as post-work quality assurance to ensure requests are handled accordingly to requests.
• Actively participate during the service transition phase to perform knowledge transfer and documentation.
• Develop documentation to maintain accurate records of customer computer, server, and network systems.
• Accept, fulfill, and report status through the ticketing system, time reports, and email.
• Escort vendors and repair technicians as requested by the customer.
• Perform crisis management during critical situations or major service outages.
• Communicate to stakeholders according to SLAs.
• Perform Root Cause Analysis.
• Follow Company best practices and Standard Operating Procedures.
• Participate in on-call rotation.
• May perform other duties as assigned by supervisor.

Qualifications and Interests

• At least six years’ experience in a technical or data center support role.
• Experience working with various networking hardware such as multiplexers, routers, and switches.
• Experience creating SOP’s, templates, best practices, and providing training.
• Manage solutions to objectives and metrics.
• Proficient knowledge of common network protocols such as TCP/IP.
• Proven experience with fault isolation and troubleshooting networks and computers, including LAN, WAN, and servers.
• Familiarity with configuring networking and security equipment.
• Familiarity with configuring Microsoft Windows and various versions of Linux.
• Experience with data communication issues.
• Proficiency in Network troubleshooting tools (ping, traceroute, SNMP).
• Ability to work independently and manage multiple priorities and interruptions.
• Good understanding of Internet technologies (firewall/router/switch/VPN/DNS/Proxy).
• Driven to independently research solutions when provided the desired result.
• Ability to travel to support our Professional Services requirements. 

EDUCATION/CERTIFICATION: 

• High School diploma/GED required.
• CompTIA A+, BICSI, or similar certification is preferred.
• The following certifications are highly desirable: Hadoop, Dell, NetApp, EMC, Cisco, F5, and HP.