Data Center Technician 1

About the position

The Data Center Technician I provides an overall focus on positive proactive end-user customer service through phone, email, face-to-face, and our internal case management systems. Maintain accurate chain-of-custody logs of incoming and outgoing customer packages and ensure facility cleanliness. As a member of the Operations Team, the Data Center Technician I will handle trouble tickets and remote hands requests from creation through resolution. Data Center Technician I will assist with the installation of a variety of circuits, including Ethernet, Sonet and Dark Fiber. Data Center Technicians monitor all business-critical systems (BMS, Security) escalating issues and guide both internal and customer compliance to our security standards.

Responsibilities

• Create and maintain effective customer relationships, with customer satisfaction as the goal. Answering customer phone calls and emails within a timely and professional manner.
• Assisting with guidance on Installs, testing and close out of new Customer orders, computer/server hardware, software support while ensuring tickets/orders are resolved quickly and thoroughly within predefined intervals.
• Monitor and help troubleshoot technical issues and alarms with DataBank Infrastructure. Comfortable with following ERP and Escalating to on-call staff or engineering support staff in a fast-paced data center environment.
• Perform physical security walkthroughs, administration of security sign-in procedures for all colocation customers, visitors, third parties and escorting them to designated work location while adhering and enforcing established company security standards.
• Capture time invested on tasks and tickets/cases (customer installs, site expansions, outages, remote hands, etc) including capturing Cap Labor on timesheet and ensuring timesheets are completed and submitted on time.
• Always maintain facility cleanliness and 'Tour Readiness'.
• Follow DataBank Cabling Standards.
• 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, Fire suppression systems, and ability to read electrical diagrams
• 0-4 years of experience or demonstrated ability to meet the responsibilities/qualifications.
• Customer Service Skills
• Cross Team Collaboration
• Running Cable/Climbing Ladders
• Be able to handle Critical Infrastructure emergencies
• Network/Power Monitoring
• Able to work a rotating schedule
• Responsibility and dependability are a must
• Candidates must have reliable transportation
• Reliable and able to work independently, if necessary
• Strong written and verbal communication skills
• Ability to learn quickly and apply new knowledge and skills
• Assess situations and escalate accordingly, following internal procedures
• Knowledge of Windows operating systems both pc and server-side
• Familiarity with basic hardware troubleshooting tasks, replacing hard drives, memory and motherboards a plus
• Must be able to lift a minimum of 50 lbs

Benefits

• Health, Vision and Dental Insurance Packages
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• 401k with company match
• Paid Time Off, Volunteer Time Off and Paid Holidays
• Certification Reimbursement