Data Center Lab Technician L3

$83,200 - $91,520/Yr

Milestone Technologies - Santa Clara, CA

Full-time - Mid Level

Santa Clara, CA

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

As an expert Data Center Lab Technician L3 at Milestone Technologies, you will play a crucial role in supporting a large fleet of servers and data centers for a prominent customer. This position requires you to work onsite from Monday to Friday, 8:00 AM to 5:00 PM (MST), where you will be responsible for server builds to specification, rack and stack operations, as well as maintenance and repair tasks. Your role will also involve providing remote hands support for networking equipment and cabling, ensuring that all operations run smoothly and efficiently. In this position, you will collaborate closely with a team of Data Center Lab Technicians and Leads, as well as remote-adjacent sysadmin teams. You will be expected to manage the physical movement of racks and equipment for special projects, assist Leads in assigning service tickets to technicians, and coach them to perform quality repairs on servers and other data center equipment. Your expertise will be essential in troubleshooting challenging tickets and performing in-depth repairs on servers, including replacing hard drives, memory modules, power supplies, motherboards, and backplanes. Additionally, you will be responsible for ordering, receiving, and pulling required parts or components accurately, updating inventory information, and contributing to the development and implementation of Standard Operating Procedures (SOP) and Work Instructions (WI). You will also play a key role in maintaining compliance with environmental health and safety standards within the data center and ensuring an organized and tidy work environment by following the ‘5S Pillars' methodology. Your proactive approach to service improvement and your ability to mentor and train new technicians will be vital to the success of the team.

Responsibilities

• Support a large fleet of servers and data centers for a prominent customer.
• Manage the physical movement of racks and equipment as directed for special projects.
• Assist Leads in assigning service tickets to technicians to maximize utilization and deliver quality work completion.
• Coach technicians using expert knowledge to perform quality repair on servers and other data center equipment.
• Guide technicians and control the quality of documentation using the prescribed service ticket management system and OEM Supply Chain portals.
• Own challenging tickets in troubleshooting to provide appropriate problem resolution.
• Perform in-depth repair on servers (replace hard drives, memory modules, power supply, motherboards, backplanes, etc.) and other data center equipment independently.
• Order, receive and pull required parts or components accurately as specified in the SOP/WI.
• Update inventory information as specified in the process and directives.
• Contribute to update and implement the Standard Operating Procedures (SOP) and Work Instructions (WI) in the execution of day-to-day work.
• Work with Asset Management and Technical Manager regarding critical spares consumption levels and stockout risks.
• Actively participate in proactive service improvement by providing insight, feedback, and highlighting risks and inefficiencies.
• Lead in training for new processes and take ownership of training newly hired technicians.
• Ensure compliance with the identified process to maintain an organized and tidy work environment.
• Follow the ‘5S Pillars' methodology for organizing, cleaning, developing, and sustaining a productive work environment.
• Ensure compliance with environmental health and safety standards within the data center.
• Perform other tasks as directed by management.

Requirements

• Minimum 3 years of hands-on computer/server hardware break-fix experience in a data center environment.
• Ability to read and create server build plans.
• Advanced knowledge of computer applications.
• Knowledge of service management or ticketing system.
• Effective communication and listening skills, written and verbal fluency in English.
• Excellent customer service mindset willing to meet and exceed customer expectations.
• Self-motivated, professional and high level of attention to detail.
• Driven, self-motivated to continuously improve.
• Eager to learn and fast learner.
• Willingness to adapt to different learning styles in training new technicians.
• Adaptable, able to work independently and a proactive team-player.
• Able to work well in isolation and on repetitive tasks.
• Capable of multitasking with high level of attention to detail.
• Able to mentor and train peers.
• Able to safely lift and move a minimum of fifty (50) pounds.

Nice-to-haves

• College degree or equivalent in a technology related field a plus.
• Previous ticket system exposure.
• Knowledge of computer applications preferably with Slack, Teams, Jira, Google Workspace, and Microsoft Office Products.