Datacenter Support Technician

$65,000 - $75,000/Yr

New Era Technology, Us - Memphis, TN

Full-time - Mid Level

Memphis, TN

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

New Era Technology is seeking a dedicated Datacenter Support Technician to join our team in Memphis, TN. As a global technology solutions provider, we pride ourselves on delivering exceptional services to our clients, and this role is crucial in supporting our mission to securely connect people, places, and information. The Datacenter Support Technician will be responsible for providing onsite technical services specifically for Mission Critical Cooling Systems. This includes executing installation, startup, commissioning support, and both remedial and preventative maintenance services. In this position, you will participate in system deployment projects, delivering installation and commissioning support services. You will provide onsite assistance in fault isolation of electro-mechanical systems, identifying necessary parts to resolve customer equipment failures. Timely response to dispatches, as specified in customer service level agreements (SLAs), is essential for both scheduled and unscheduled service requests. Additionally, you will contribute to the development of service bulletins, procedures, and process improvements, while maintaining accurate customer service records within our Case Management System/CRM. The role also involves creating Knowledge Articles and other technical documentation, serving as a resource for sales personnel, and recommending improvements to operational processes. You will have the opportunity to contribute to training course content development and provide training to customers and other field service personnel. Staying updated on new products and technologies is vital to ensure the highest level of service is provided. This position requires a proactive approach to problem-solving and a commitment to delivering outstanding customer service.

Responsibilities

• Participates in system deployment projects by delivering installation, startup, and commissioning support services.
• Provides onsite support by assisting in fault isolation of electro-mechanical systems.
• Identifies necessary parts to resolve customer equipment failures.
• Responds onsite to dispatches for scheduled and unscheduled service requests within required timeframes as specified in customer SLAs.
• Contributes to the development of service bulletins, procedures, and process improvements.
• Maintains accurate customer service records and reports within the Case Management System/CRM.
• Creates Knowledge Articles and other technical documentation.
• Serves as a resource to sales personnel for assigned service area.
• Recommends improvements to manuals, operational processes, and procedures as needed.
• Contributes to training course content development and provides training to customers and other field service personnel.

Requirements

• Minimum of 5 years of experience in field service or a similar technical support-related position.
• Associate degree from a two-year college/technical school with a certificate in an IT Hardware-related discipline preferred, or an equivalent combination of education and experience.
• Prior experience working within Data Center environments is a plus.
• Experience with rack, stack, patch, cabinets, and networking is required.
• Ability to successfully apply technical knowledge to identify root causes.
• Demonstrated excellent customer service and communication skills.
• Ability to read basic product drawings, electrical schematics, and technical specifications.
• Requires the ability to manage priorities effectively.
• Strong troubleshooting skills and sound technical judgment.
• Ability to work both onsite independently and as part of a team.
• Availability to work extended hours, including participation in a 24/7 on-call rotation.
• Ability to pass customer-specific background check processes, if applicable.
• Prior experience with electro-mechanical equipment, servos, sensors, and actuators is preferred.

Nice-to-haves

• Hands-on hardware troubleshooting and repair experience.
• Ability to travel with little notice may be required.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k) matching
• Flexible spending account options
• 28 paid days off including company holidays.