Data Center Technician 2

Databank Holdings - Orangeburg, NY

Full-time - Entry Level

Orangeburg, NY

Professional, Scientific, and Technical Services

About the position

The Data Center Technician II at DataBank Holdings Ltd. plays a crucial role in ensuring positive and proactive end-user customer service through various communication channels, including phone, email, and face-to-face interactions. This position is integral to maintaining the operational integrity of the data center, which is a leading provider of enterprise-class data center, cloud, and interconnection services. The technician is responsible for managing incoming and outgoing customer packages, ensuring facility cleanliness, and maintaining accurate chain-of-custody logs. As part of the Operations Team, the Data Center Technician II handles trouble tickets and remote hands requests from inception through resolution, ensuring that all customer needs are met efficiently and effectively. In addition to customer service, the technician is tasked with the installation of various circuits, including Ethernet, Sonet, and Dark Fiber. Monitoring business-critical systems such as Building Management Systems (BMS) and security systems is a key responsibility, along with escalating issues as necessary. The technician must drive compliance with the company's security standards, ensuring that all operations adhere to established protocols. The role requires a proactive approach to problem-solving and a commitment to maintaining high standards of service and operational excellence. The Data Center Technician II is expected to create and maintain effective customer relationships, ensuring customer satisfaction is the ultimate goal. This includes answering customer inquiries in a timely and professional manner, completing installations, and resolving technical issues efficiently. The technician must also perform physical security walkthroughs, administer security sign-in procedures, and maintain accurate records of time invested in tasks. The role may involve being part of an on-call rotation and assisting with vendor maintenance activities, ensuring that the data center operates smoothly and meets all compliance requirements.

Responsibilities

• Create and maintain effective customer relationships, with customer satisfaction as the ultimate goal.
• Answer customer phone calls and emails within a timely and professional manner.
• Complete installation, testing, and close out of new customer orders, computer/server hardware, and software support.
• Monitor, assist, and resolve troubleshooting technical issues and alarms with DataBank Infrastructure.
• Perform physical security walkthroughs and administer security sign-in procedures for all colocation customers, visitors, and third parties.
• Accurately capture time invested on tasks and tickets/cases, including capturing Cap Labor on timesheets.
• Maintain facility cleanliness and 'Tour Readiness' at all times.
• Participate in the Market's on-call rotation based on Market needs.
• Assist with readings of equipment draw/customer audits as needed.
• Adhere to DataBank Cabling Standards and maintain accurate inventory of work tools and test equipment.
• Process vendor payments in a timely manner following PR/CSP/CP processes.
• Assist other departments to facilitate customer and/or auditor tours.
• Support all vendor maintenance activities within the data center.
• Perform other duties as assigned.

Requirements

• High school diploma required.
• Previous NOC/SOC/IOC experience and/or data center experience preferred.
• College degree in related discipline preferred.
• 2-4 years of experience or demonstrated ability to meet these responsibilities/qualifications.
• Responsibility and dependability are a must.
• Candidates must have reliable transportation.
• Trustworthy and ability to work honestly with little or no supervision, if necessary.
• Strong written and verbal communication skills.
• Ability to learn quickly and apply new knowledge and skills immediately.
• Ability to assess situations and escalate properly, 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.
• Familiarity with DS1, DS3, Ethernet, and fiber circuits are a plus.
• Ability to install and neatly manage copper, coaxial, Cat5/6, fiber, and other network cable/connector types.
• Basic knowledge of switches, firewalls, and managed storage are a plus.

Nice-to-haves

• Familiarity with DS1, DS3, Ethernet, and fiber circuits.
• Basic knowledge of switches, firewalls, and managed storage.

Benefits

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