Data Center Operations Technician I

Key Responsibilities and Essential Job Functions

• Establish and maintain strong customer relationships by prioritizing satisfaction and professionalism; respond to customer phone calls and emails promptly and effectively.
• Monitor and troubleshoot technical issues and alarms with Flexential Infrastructure.
• Comfortable with following ERP and Escalating to engineering staff in a fast-paced data center environment.
• Perform physical security walkthroughs, administration of security sign-in and badging procedures for all colocation customers, visitors, third parties and escorting them to designated work location while adhering and enforcing established company security standards.
• Track and document time spent on tasks and support cases including customer installations, site expansions, outages, and remote hands activities.
• Ensure accurate entry of Cap Labor on timesheets and timely completion and submission of all timesheets.
• Accurately follow Flexential Cabling Standards.
• Execute standard operational tasks including auditing, documentation, and report completion under guidance from senior team members.
• Accurately follow instructions for hardware installations, maintenance requests, and ticket updates within ServiceNow and other systems.
• Always maintain data center cleanliness and organization, including inventory of tools and equipment, and support shipping/receiving processes.
• Work a common hardware upgrade/replacement request.
• Identify information given during more complex requests as outlined by the remote hands product.
• Perform common maintenance/PRJTASK requests after receiving guidance/walkthrough from a local project coordinator.
• Identify physical layer problems through testing of cables (cables are properly seated, confirming power supplies are plugged in, power strip has power, etc.).
• Install hardware in a cabinet according to Flexential best practices.
• Understand OpsDB functionality.
• Install, label, and document power installed into customer cabinets.
• Can articulate process for ordering of PDUs, cable, and cabinets.
• Install, label, terminate, test and troubleshoot cabling consistently.
• Document CLX entries.
• Follow safety and fiber cleaning protocols.
• Read, understand and perform LOA verification.
• Support site safety and emergency readiness efforts by participating in walkthroughs and learning protocols.
• Maintain SLA compliance across assigned tasks.
• Document shift activities and complete handoffs to ensure continuity of operations.
• Learn and apply Technical Operations best practices, seeking guidance from DCT II and III team members.
• Demonstrate reliability and flexibility in supporting 24x7x365 operations, including working varied shifts as needed.
• Perform other duties as assigned, contributing to a high-performing, collaborative, and resilient data center environment.

Required Qualifications

• Passion for providing great customer experience.
• Strong verbal and written communication skills.
• Understanding of Windows and Microsoft operating systems.
• Must be a self-starter, reliable and dependable.
• Strong attention to detail, making and keeping commitments and meeting deadlines.
• High school diploma or equivalent.
• 0-4 years of experience working within an IT or Data Center Support environment.
• Cross Team Collaboration.
• Running Cable/Climbing Ladders.
• Effectively respond to critical infrastructure emergencies.
• Network/Power Monitoring.
• Candidates must have reliable transportation.
• Ability to learn quickly and apply new knowledge and skills.
• Assess situations and escalate accordingly, following internal procedures.

Preferred Qualifications

• 1 year of experience working within an IT or Data Center Support environment.
• 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.
• Familiarity with basic hardware troubleshooting tasks, replacing hard drives, memory and motherboards.
• Knowledge of Windows operating systems both PC and server-side.

Physical Requirements

• Ability to climb ladders and work aloft.
• Ability to work in hot and cold temperature environments.
• Ability to maneuver pallet jacks.
• Ability to lift up to 50 lbs.
• Ability to pull and install cabling.
• Limited travel may be required.

Safety Hazards

• Chemical
• Confined Spaces
• Electrical
• Ergonomics
• Climb ladders
• Mechanical lift
• Noise
• Temperature Extremes
• Trip/Fall

Compensation

Base pay range hourly salary offered for this position is estimated to be $19.00 - $22.00. However, the actual pay range depends on each candidate's experience, location, and qualifications.

Benefits

• Medical, Telehealth, Dental and Vision
• 401(k)
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
• Life and AD&D
• Short Term and Long-Term disability
• Flex Paid Time Off (PTO)
• Leave of Absence
• Employee Assistance Program
• Wellness Program
• Rewards and Recognition Program