Data Center Operations Technician

Job Description:

Join our team as a Data Center Operations Technician II and become a key part of our 24x7x365 support system. This role demands a solid grasp of facilities infrastructure, Windows operating systems, and PC troubleshooting, along with a commitment to exceptional customer support. Ideal candidates will have experience in system administration, software installations, and a technical aptitude for networking. Certifications such as Network+, Security+, CCNA, Microsoft MCP, and MCSA are highly regarded. Our operations rely on advanced building management systems, including UPS, generators, HVAC, and PDUs, requiring a keen technical understanding. Flexential is an Equal Opportunity Employer (EEO) offering competitive benefits and an environment where skills in ITIL and Commvault platforms are valued. We seek individuals with a strong IT support background, ready to meet physical demands and contribute to our team's success. Data Center Operations Technician II's must be able to demonstrate the ability to represent Flexential both professionally and technically during interactions with customers and internal resources in a calm and professional manner.

Key Responsibilities and Essential Job Functions

Customer Support 

• Provide timely resolution and/or escalation of customer issues.  
• Maintain a professional attitude and conduct while in the performance of the Data Center duties. 
• Deliver proactive updates to customers and teammates as necessary. 
• Immediately address or escalate service impacting events when notified by Flexential monitoring tools. 
• Follow Flexential Support processes and procedures. 
• Execute tape handling procedures for internal and external customers. 
• Perform Customer “Service Delivery Reviews” and Audits. 
• Physical device alert review throughout Data Centers
• Incident triage and escalation 
• Provide local access and escort for vendors and carriers. 
• Provide and track carrier access for circuit installations. 
• Perform remote hands work for internal and external customers. 
• Flexibility to support 24 / 7 operations with ability to work any shift in a 24x7x365 environment
• Perform data entry tasks for ongoing infrastructure changes, customer installations. and facility reporting. 

Provisioning

• Assist and/or complete physical and logical installations of Flexential services. 
• Update all relevant and required documentation. 
• Complete assigned workflow tasks in order to provide timely turnaround to customers. 
• Maintain clean and organized customer cabinets, cables, and cages during installation of Flexential services. 
•  

System Administrator Operations

• Perform Software Installations. 
• Perform Software Upgrades. 
• Basic Troubleshooting within Microsoft and operating systems 
• Execute routine maintenance procedures (Customer reports, System Updates, Backup Services). 
• 2nd level backup remediation for market customers
• Assist TAA III/TACS with SDA data collection and analysis. 
• Take ownership of technical issues, and working with customer, partners, and internal departments to resolve problems. 
• Document troubleshooting and problem resolution steps. 
• Provides onsite support for Flexential hardware and systems as instructed by partner teams. 

Facility Operations

• Maintain cleanliness of the Data Center and surrounding supporting areas. 
• Perform Datacenter Infrastructure Environmental Monitoring. 
• Perform Customer Infrastructure Environmental Monitoring. 
• Perform Facilities Rounds and escalate pertinent information. 
• Process all in and out bound shipping/receiving for Customer and Flexential Deliveries. 
• Operate Badge Access Security System. 
• Immediately report facilities alarms to the local Facilities Operations Engineer. 
• Responsible for initiating escalations for customer impacting/potentially impacting infrastructure/redundancy loss events 
• Assist Critical Infrastructure Manager (CIM) on an as needed basis. 
• Complete End of Shift Reporting. 
• Follow Flexential Data Center Policies and Procedures. 
• Stay abreast of new facilities-related information and training updates. 
• Run Monthly Generator Test Procedure. 
• Work with local mgmt. to maintain cabling and general usage item inventory levels. 

Training

• Maintain Data Center Academy Completion. 
• Complete policy and procedure review within scheduled timelines. 
• Maintain proficiency level with Flexential Tools and Systems used to deliver support. 
• Perform other duties as required and assigned.

Required Qualifications   

• Experience in a 24/7 production environment 
• Strong troubleshooting skills 
• Solid understanding of Microsoft Operating systems 
• Fundamental knowledge of networking – Routing, Subnets, Communication protocols 
• Technical aptitude and experience with building management systems, including UPS, generators, HVAC, PDUs, and a working understanding of AC and DC power   
• Excellent verbal and written communications skills. 
• Strong attention to detail, making and keeping commitments and meeting deadlines. 
• Working understanding of AC and DC power 
• Should be familiar with cable color coding (tip/ring), and at a minimum 568A and B pin-outs. 
• Familiarity with ITIL Incident Response methodology and/or ITIL Foundations certification 
• Fundamental understanding of Commvault platform and standard backup job troubleshooting
• Minimum 2 years of experience working within an IT Support environment

Preferred Qualifications  

• Network +, Security + and / or CCNA desired
• Microsoft MCP or MCSA preferred
• AA, BS, or High School Diploma and actively pursuing and advanced degree in the technology field preferred

Physical Requirements    

• Ability to climb ladders and work aloft  
• Ability to work in cold temperature environments  
• Ability to maneuver pallet jacks and lift heavy objects  
• Ability to pull and install cabling 

Benefits of working at Flexential: 

• Medical, Telehealth, Dental and Vision 
• 401(k) 
• Health Savings Accounts (HAS) and Flexible Spending Accounts (FSA) 
• Life and AD&D 
• Short Term and Long-Term disability 
• Flex Time Off (PTO) 
• Leave of Absence 
• Employee Assistance Program 
• Wellness Program
• Rewards and Recognition Program 

Benefits are subject to change at the Company’s discretion.

Base Pay Range: ($23.17- $28.29) salary range offered for this position. However, the actual pay range depends on each candidate’s experience, location, and qualifications. 

EEO Statement: Flexential is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions at Flexential are based on business needs, job requirements, and individual qualifications, without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.