Data Center Operations Technician II

24x7x365, market-based position providing physical and Level II technical support to Flexential customers and resources. Requires a solid understanding of Facilities infrastructure, Windows operating systems, PC troubleshooting, and management applications. Must represent Flexential professionally and technically during customer and internal interactions.

Responsibilities

• Provide timely resolution and/or escalation of customer issues.
• Maintain a professional attitude and conduct while performing data center duties.
• Deliver proactive updates to customers and teammates as necessary.
• Immediately address or escalate service impacting events when notified by Flexential monitoring tools.
• Follow Flexential Support processes and procedures.
• Execute tape handling procedures for internal and external customers.
• Perform Customer Service Delivery Audits as requested.
• Review physical device alerts throughout data centers.
• Triage and escalate incidents.
• Provide local access and escort for vendors and carriers.
• Provide and track carrier access for circuit installations.
• Perform remote hands work for internal and external customers.
• Support 24/7 operations with flexibility to work any shift in a 24x7x365 environment.
• Perform data entry tasks for ongoing infrastructure changes, customer installations, and facility reporting.
• Assist and/or complete physical and logical installations of Flexential services.
• Update all relevant and required documentation.
• Complete assigned workflow tasks to provide timely turnaround to customers.
• Maintain clean and organized customer cabinets, cables, and cages during installation of Flexential services.
• Perform software/hardware installations and upgrades.
• Basic troubleshooting within Microsoft software and operating systems.
• Execute routine maintenance procedures (Customer reports, System Updates, Backup Services).
• Rack and stack customer or Flexential hardware.
• Provide onsite support for Flexential hardware and systems as instructed by partner teams.
• Maintain cleanliness of the Data Center and surrounding supporting areas.
• Perform Datacenter Infrastructure Environmental Monitoring.
• Perform Customer Infrastructure Environmental Monitoring.
• Perform Facilities Rounds and escalate pertinent information.
• Process all inbound and outbound shipping/receiving for Customer and Flexential Deliveries.
• Operate Badge Access Security System.
• Immediately report facilities alarms to the local Critical Infrastructure Operations Engineer or Manager.
• Initiate escalations for customer impacting/potentially impacting infrastructure/redundancy loss events.
• Assist Critical Infrastructure Manager (CIM) on an as-needed basis.
• Complete End of Shift Reporting.
• Follow Flexential Data Center Policies and Procedures.
• Stay abreast of new facilities-related information and training updates.
• Assist with Monthly Generator Test Procedure.
• Work with local management to maintain cabling and general usage item inventory levels.
• Complete policy and procedure review within scheduled timelines.
• Maintain proficiency level with Flexential Tools and Systems used to deliver support.
• Perform other duties as required and assigned.

Requirements

• High School diploma or equivalent.
• Excellent verbal and written communications skills.
• Minimum 2 years of experience working within a Customer Service, IT Support, or trade position.
• Strong attention to detail, making and keeping commitments, and meeting deadlines.
• Ability to work any shift 24/7.
• A minimum of 30 hours a week will be devoted to work directly related to the Douglasville, GA Data Centers, with physical presence required at the Douglasville site.

Preferred Qualifications

• Experience in a 24/7 production environment.
• Strong troubleshooting skills.
• Solid understanding of Microsoft Software and Operating systems.
• Fundamental knowledge of networking – Routing, Subnets, Communication protocols.
• Technical aptitude and experience with building management systems, including UPS, generators, HVAC, PDUs, and a working understanding of AC and DC power.
• Working understanding of AC and DC power.
• Familiar with ethernet cable color coding.
• Familiarity with ITIL Incident Response methodology and/or ITIL Foundations certification.
• AA, BS, or actively pursuing an advanced degree in the technology field.
• Network+, Security+, CCNA, Microsoft MCP, or MCSA.

Physical Requirements

• Ability to sit for extended periods of time.
• Walk or stand for 25% of the time.
• Moderate or advanced keyboard usage.
• Lift up to 25 lbs.
• Limited travel may be required.

Safety Hazards

• Ergonomics
• Climb ladders

Pay

The hourly salary range offered for this position is $23.00 - $26.00, depending on 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

Benefits are subject to change at the Company's discretion.