Data Center Technician 2

Company Overview

DataBank Holdings Ltd. is a leading provider of enterprise‑class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. DataBank’s managed data center services are anchored in world‑class facilities. Its customized technology solutions help customers manage risk, improve technology performance, and focus on core business objectives. The company is headquartered in the historic former Federal Reserve Bank Building in downtown Dallas, TX.

Role Summary

The Data Center Technician II provides proactive end‑user customer service via phone, email, face‑to‑face, and internal case‑management systems. The technician maintains accurate chain‑of‑custody logs of customer packages, ensures facility cleanliness, handles trouble tickets and remote‑hands requests from inception through resolution, installs Ethernet, SONET, and dark‑fiber circuits, monitors business‑critical systems (BMS, security), escalates issues, and drives compliance with security standards.

Responsibilities

• Create and maintain effective customer relationships, with customer satisfaction as the ultimate goal.
• Answer customer phone calls and emails promptly and professionally.
• Complete installation, testing, and close‑out of new customer orders, computer/server hardware, and software support, ensuring tickets/orders are resolved quickly and thoroughly within predefined intervals.
• Monitor, assist, and resolve troubleshooting technical issues and alarms with DataBank infrastructure; follow ERP procedures and escalate to on‑call or engineering staff as necessary.
• Perform physical security walkthroughs and administer security sign‑in procedures for colocation customers, visitors, and third parties, escorting them to designated work locations while enforcing company security standards.
• Accurately capture time invested on tasks and tickets/cases (customer installs, site expansions, outages, remote hands, etc.), record cap labor on timesheets, and submit timesheets promptly.
• Maintain facility cleanliness and “tour readiness” at all times.
• Participate in the market’s on‑call rotation as needed.
• Assist with equipment draw readings and customer audits.
• Adhere to DataBank cabling standards.
• Maintain accurate inventory of work tools, test equipment, and devices.
• Process vendor payments by following PR/CSP/CP procedures in a timely manner.
• Assist other departments with customer and auditor tours.
• Support internal teams to ensure site compliance requirements are met.
• Support all vendor maintenance activities within the data center.
• Perform other duties as assigned.

Qualifications

• High school diploma required; college degree in a related discipline preferred.
• 2–4 years of experience in NOC/SOC/IOC or data‑center environments (preferred).
• Responsibility, dependability, and reliable transportation.
• Trustworthiness and ability to work with minimal supervision.
• Strong written and verbal communication skills.
• Ability to learn quickly and apply new knowledge immediately.
• Ability to assess situations and escalate properly following internal procedures.
• Knowledge of Windows operating systems (PC and server).
• Familiarity with basic hardware troubleshooting (replacing hard drives, memory, motherboards) a plus.
• Physical ability to lift at least 50 lb.
• Familiarity with DS1, DS3, Ethernet, and fiber circuits a plus.
• Ability to install and neatly manage copper, coaxial, Cat5/6, fiber, and other network cable/connector types.
• Basic knowledge of switches, firewalls, and managed storage a plus.

Benefits

• Health, dental, and vision insurance packages
• Short‑term and long‑term disability insurance
• Life insurance
• 401(k) with company match
• Paid time off and holidays