Data Center Technician I (7am - 7pm 4 days on 4 days off)

Remote - Tarentum, PA

Professional, Scientific, and Technical Services

About the position

The position involves diagnosing and solving routine problems and incidents to enhance first-level and/or first contact resolution, in conjunction with level 2 and level 3 staff. The role promotes efficiency and customer satisfaction while consistently lowering the cost per contact rate. The candidate will respond to large volumes of incidents and inquiries from both internal and external clients, as well as coordinate with IT staff for escalation, all while maintaining a courteous and professional demeanor. Responsibilities also include monitoring, analyzing, and troubleshooting LAN, WAN, communication, and server performance, and performing corrective actions when issues are identified. The role requires maintaining the security of the Command Center, which includes key/lock control for all racks and cabinets, escorting clients, and monitoring security cameras. Additionally, the candidate will work with senior Data Center Technicians to create a knowledge base, troubleshoot scripts, and maintain known error documentation. Providing Smart Hands service to clients is also a key responsibility, which includes tasks such as tracing and reseating cables, inspecting indicator lights, system restarts, and handling tape media and library requests.

Responsibilities

• Diagnose and solve routine problems and incidents enhancing first-level and/or first contact resolution.
• Respond to large volumes of incidents and inquiries from internal and external client bases.
• Monitor, analyze and troubleshoot LAN, WAN, communication and server performance.
• Monitor and manage systems performance and capacity.
• Maintain security of the Command Center including key/lock control and monitoring security cameras.
• Work with senior Data Center Technicians to create a knowledge base and maintain known error documentation.
• Provide Smart Hands service to internal and external clients.

Requirements

• Technical certificate or AS degree in an Information Systems-Technology related discipline or equivalent experience.
• Customer service and communication skills with the ability to develop good working relationships.
• Understanding of functions and technologies developed, used and supported by various teams.
• Basic understanding of networks, servers and data center operations.
• Ability to interpret system and event messages and alerts via monitoring tools.
• Knowledge of Incident Management workflows and automation tools.
• Ability to maintain consistent, courteous, and professional behavior.
• Ability to grasp technical detail and complexity within the division's infrastructure.
• Knowledge of and the ability to quickly learn various web-based applications.
• Ability to work in a very organized fashion paying strict attention to detail.