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Form of workSummary
The DC Technician is a member of the operations team at Data Holdings. Under the supervision of the Operations Manager (OM), this position is primarily responsible for customer interactions, including check-in, on boarding, off-boarding, and remote hands. The DC technician also assists with maintaining the mechanical, electrical, and plumbing systems as well as security controls, fire detection and prevention. These systems support collocation and various managed solutions for a wide variety of customers ranging from small to large enterprise organizations. The DC Technician will directly interact with customers and vendors daily and collaborate with internal teams to complete projects. This is an active, hands-on role which relies on problem solving capabilities and a proactive approach to maintenance and upkeep.
Responsibilities
This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time:
- Assist with the facility operations.
- Understand and follow defined standard operating procedures.
- Be able to identify server, storage, and networking components.
- Assist with Microsoft and Unix/Linux administration
- Actively monitor and participate in Data Holdings email, voice phone, Slack, Sharepoint, and ticketing.
- Understand the Data Center’s layer 1 infrastructure components and supporting tool set.
- Respond to and update tickets in accordance with department procedures and best practices.
- When appropriate, escalate issues quickly and efficiently to solve problems within the Data Holdings Management team.
- Issue problem, change, and request tickets when necessary for both Data Holdings infrastructure and customer environments.
- Perform written and verbal turnover of open issues/upcoming maintenance at the end of each shift.
- Perform Data Center walk-through during each shift to check for abnormal conditions such as unlocked cabinets/cages, unlocked PDUs, audible/visual alarms on equipment.
- Maintain and ensure facility cleanliness and maintaining site “Tour Readiness.”
- Responsible for ensuring installations, testing and close out of customer orders are completed in a timely manner.
- Onboard new customers with badging and biometrics.
- Provide onsite support for device troubleshooting to include power cycles/reboots, cable testing/replacement, and media handling support.
- Provide on-site customer service to clients while working within the Data Center.
- Provide on-site vendor support for maintenance, break/fix, and/or upgrades.
- Provide oversight of contractors and service providers in the Data Center as appropriate.
- Receive and ship items as required.
- Ensure that the facility inventory is updated and accurate on a regular basis, based upon moves, additions, and changes.
- Assist with technology installation including securing of cabinets, racking of equipment, and cabling of devices.
- Assist with security and compliance tasks.
- Maintain visitors’ log.
- Update and maintain preventative maintenance schedule.
- Observe “See something, say something” security policy. Escalate any suspected security concerns.
- Participate in on-call rotation.
- Must work some holidays and have the flexibility to work extra shifts as required by management.
- Other duties as assigned
Education
- Associate degree and a minimum of 1-2 years of progressively responsible experience within a Data Center or tech support environment.
Skills and Experience
- Minimum of 1-2 years’ experience, preferably in a Data Center or tech support environment.
- Previous Help Desk, Network Operations, or Data Center experience is strongly preferred.
- Prior experience maneuvering within Data Center aisles to install/troubleshoot equipment, ability to climb a ladder.
- Previous experience monitoring critical infrastructure or working within Data Center environment.
- Experience and understanding of electrical and mechanical systems.
- Building Management System knowledge and operating how-to.
- Advanced diagnostic skills and tools knowledge.
- Must possess strong written and verbal skills, type with proficiency and exhibit professional phone etiquette.
- Experience with Microsoft Office products including Excel and Word. Able to operate word processing, spreadsheets, and presentation software.
- Preferred experience in Layer 1 trouble shooting
- Must possess a strong customer service attitude and interpersonal skills.
- Must possess written and excellent verbal communication skills.
- Well disciplined, ability to follow written procedures, enforce operating procedures.
- Comfortable working within a large Data Center consisting of high voltage power equipment, UPS systems, and generators.
- Ability to work 8-hour shifts, possibly standing for extended periods of time.
- Proven ability to execute multiple tasks efficiently and effectively.
- Proven ability to work effectively in a team environment.
- Demonstrated ability to work without direct supervision.
- Ability to prioritize work in a fast-paced, high-pressure environment.
- Must be able to lift 40 lbs.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; high, precarious places; outside weather conditions; risk of electrical shock; vibration; required to stand; walk; sit; use hands to handle or feel objects; reach with hands and arms; climb stairs; balance; stoop or kneel; talk and hear. The employee must occasionally lift and/or move up to 40 pounds.
Working Conditions
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; high, precarious places; fumes or airborne particles; toxic or caustic chemicals; and outside weather conditions.
