Data Center Technician 1

Databank, Ltd. - Seattle, WA

Full-time - Entry Level

Seattle, WA

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. The Data Center Technician I plays a crucial role in ensuring positive proactive end-user customer service through various communication channels including phone, email, and face-to-face interactions. This position is essential for maintaining accurate chain-of-custody logs of incoming and outgoing customer packages and ensuring the cleanliness of the facility. As a member of the Operations Team, the Data Center Technician I will handle trouble tickets and remote hands requests from creation through resolution, assisting with the installation of various circuits such as Ethernet, Sonet, and Dark Fiber. The technician will also monitor all business-critical systems, escalating issues as necessary and guiding both internal and customer compliance to security standards. The role requires creating and maintaining effective customer relationships with a focus on customer satisfaction. Responsibilities include answering customer inquiries in a timely and professional manner, assisting with guidance on installations, testing, and closing out new customer orders, and providing computer/server hardware and software support. The technician will monitor and troubleshoot technical issues and alarms with DataBank Infrastructure, follow ERP protocols, and escalate to on-call staff or engineering support as needed. Physical security walkthroughs and administration of security sign-in procedures for all colocation customers, visitors, and third parties are also part of the job, ensuring adherence to established company security standards. The technician must capture time invested on tasks and ensure timesheets are completed and submitted on time, maintain facility cleanliness, and follow DataBank Cabling Standards. Additionally, the technician will help maintain an accurate inventory of work tools, equipment, and devices, and perform other duties as assigned.

Responsibilities

• Create and maintain effective customer relationships, with customer satisfaction as the goal.
• Answer customer phone calls and emails in a timely and professional manner.
• Assist with guidance on installations, testing, and close out of new customer orders.
• Provide computer/server hardware and software support while ensuring tickets/orders are resolved quickly and thoroughly.
• Monitor and help troubleshoot technical issues and alarms with DataBank Infrastructure.
• Follow ERP and escalate to on-call staff or engineering support in a fast-paced data center environment.
• Perform physical security walkthroughs and administer security sign-in procedures for all colocation customers, visitors, and third parties.
• Capture time invested on tasks and tickets/cases, including capturing Cap Labor on timesheet and ensuring timely submission.
• Maintain facility cleanliness and 'Tour Readiness'.
• Follow DataBank Cabling Standards and help maintain accurate inventory of work tools, equipment, and devices.
• Other duties as assigned.

Requirements

• High school diploma or equivalent.
• Previous NOC/SOC/IOC experience and/or data center experience.
• Some familiarity with DS1, DS3, Ethernet, and dark fiber circuits.
• Experience with data center infrastructure such as generators, UPS, DC Plant, HVAC, and fire suppression systems.
• Ability to read electrical diagrams.
• 0-4 years of experience or demonstrated ability to meet the responsibilities/qualifications.
• Strong customer service skills.
• Cross team collaboration skills.
• Ability to run cable and climb ladders.
• Ability to handle critical infrastructure emergencies.
• Network and power monitoring skills.
• Ability to work a rotating schedule.
• Responsibility and dependability are a must.
• Reliable transportation and ability to work independently if necessary.
• Strong written and verbal communication skills.
• Ability to learn quickly and apply new knowledge and skills.
• Ability to assess situations and escalate accordingly, following internal procedures.
• Knowledge of Windows operating systems both PC and server-side.
• Familiarity with basic hardware troubleshooting tasks, such as replacing hard drives, memory, and motherboards.

Nice-to-haves

• Certification reimbursement for professional development.

Benefits

• Health insurance
• Vision insurance
• Dental insurance
• Short-term and long-term disability insurance
• Life insurance
• 401(k) with company match
• Paid time off
• Volunteer time off
• Paid holidays