Critical Operations Technician II

About the role

The Critical Operations Technician II is responsible for the installation, repair, and maintenance of IT, electrical, mechanical, plumbing/piping equipment, machinery and controls located in the interior and exterior of building. This role monitors operations and conducts a routine and ongoing assessment of the building systems, operations, and performance. This role performs tests, rounds, and analyzes data to ensure the proper functioning of departmental equipment. The role is also responsible for assisting customers on the Data Center floor both in person and via the telephone, performing customer equipment installs, managing tickets within the ticketing system, communicating and escalating alerts and customer requests to systems engineers for resolution, and completing tasks pertaining to computer hardware, software or operation systems. This role requires on-site work hours to support a 24X7X365 data center environment and is not eligible for remote and/or hybrid work.

Responsibilities

• Applies learning, knowledge, skills, and company policies to a wide range of tasks pertaining to IT, electrical and mechanical equipment, controls, and operating systems
• Leads, maintains, monitors, and performs preventive maintenance on mechanical and electrical equipment; records readings and adjusts where necessary to ensure proper operation of equipment
• Provides remote hands and eyes services for customers
• Provides high level computer hardware and software configuration support
• Installs suite wall, cage material, ladder rack, fiber tray, cabinets, cabling and customer equipment based on documentation provided by provisioning documentation and established Data Center Operation procedures
• Installs and repairs IT, mechanical, and electrical equipment as required; assists other team members with major repairs and maintenance of building and equipment
• Processes work orders for preventative and corrective maintenance on critical, building, and site infrastructure
• Consults with supervisor or team lead to order necessary tools and equipment as required to complete all maintenance and perform necessary work
• Creates and/or updates tickets within the established ticketing system to address customer calls, data center facility, network and/or system related alerts
• Operates and monitors critical and non-critical system equipment and components to ensure safe and compliant operation
• Responds as required to building emergencies and customer requests
• Complies with departmental policy for the safe storage, usage, and disposal of hazardous materials
• Uses the Change Management Process to get approval for preventative and corrective maintenance
• Commences and completes the maintenance along with the necessary documentation using the QTS process and software

Basic Qualifications

• Five or more years of technical training, military training, or workplace equivalency
• Background in areas of IT, electrical, and/or mechanical
• Proficiency with MS Office Suite

Preferred Qualifications

• Two or more years of work experience in data center environment, NOC, or equivalent
• BOD OEM (Panduit, Corning), A+, Network+, BICSI Installer I certifications

Skills and Abilities

• Customer focus with excellent interpersonal skills, and the ability to interface with all levels within the organization
• Ability to analyze operations of various systems, determine the cause of problems and malfunctions and take corrective action as required
• Strong written, verbal and interpersonal skills
• Ability to function in a team environment
• Ability to pass job-related skills assessments based on pre-determined scoring criteria and time frames
• Computer skills and familiarity with MS Office, Outlook and web-based computer applications
• Ability to acquire and apply job-related knowledge within set guidelines and expectations
• Position may involve frequent typing, standing, walking, pushing, pulling, bending, reaching and lifting. Lifting requirements may range from <10 lbs. - 50 lbs. on a regular basis, with heavier weights done in conjunction with other individuals or lifting aids

Pay

The estimated pay range for this role, if based in Virginia, is $32.95 - 50.39 per hour. The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

Benefits

• Medical, dental, vision, life, and disability insurance
• 401(k) retirement plan with matching contributions and immediate vesting
• Flexible spending and HSA accounts
• Paid holidays (11 annually) and holiday compensation when worked
• Paid time off
• Paid volunteer days
• Floating holidays
• Employee assistance program
• Tuition assistance and tuition reimbursement program
• Parental leave for primary and secondary caregivers
• Military leave assistance and Military Benefits Package
• QTS Scholarship for Employee Dependents
• Q-Rest Sabbatical Program
• Q-Anniversary Service Award Program
• Pet and Legal Insurance
• Stock Purchase Plan (SPP)
• QTS Charitable Matching Gift Program
• QTS Crisis Fund
• Wellness program
• Bonus eligible