Data Center Support Services Technician

Replaces and upgrades server components. Validates cabling, checking network

environment build and connectivity is established, with limited supervision.

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.

RESPONSIBILITIES

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.

Minimum Job Qualifications

Education and/or Experience:

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:

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.

QUALIFICATIONS

Minimum Job Qualifications

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.

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