Data Center Technician 2

About the role

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. The Data Center Technician II provides an overall focus on positive proactive end-user customer service through phone, email, face-to-face, and internal case management systems. As a member of the Operations Team, the Data Center Technician II handles trouble tickets and remote hands requests from inception through resolution, installs a variety of circuits (Ethernet, Sonet, Dark Fiber), monitors business-critical systems, and drives compliance with company security standards.

Responsibilities

• Create and maintain effective customer relationships, with customer satisfaction as the ultimate goal.
• Answer customer phone calls and emails in a timely and professional manner.
• Complete installation, testing, and close-out of new customer orders, computer/server hardware, and software support while ensuring tickets/orders are resolved quickly and thoroughly within predefined intervals.
• Monitor, assist, and/or resolve troubleshooting technical issues and alarms with DataBank Infrastructure.
• Follow ERP and escalate to on-call staff or engineering support staff as necessary in a fast-paced data center environment.
• Perform physical security walkthroughs, administer security sign-in procedures, and escort colocation customers, visitors, and third parties while enforcing company security standards.
• Accurately capture time invested on tasks and tickets (customer installs, site expansions, outages, remote hands, etc.), including Cap Labor on timesheets, and ensure timely submission.
• Maintain facility cleanliness and “Tour Readiness” at all times.
• Participate in the market’s on-call rotation based on needs.
• Assist with readings of equipment draw/customer audits.
• Adhere to DataBank Cabling Standards.
• Maintain accurate inventory of work tools, test equipment, and devices.
• Process vendor payments in a timely manner using PR/CSP/CP processes.
• Assist with customer and/or auditor tours.
• Support internal teams to ensure site meets all compliance requirements.
• Support all vendor maintenance activities within the data center.
• Perform other duties as assigned.

Requirements

• High school diploma required.
• Previous NOC/SOC/IOC experience and/or data center experience preferred.
• College degree in a related discipline preferred.
• 2-4 years of experience or demonstrated ability to meet these responsibilities/qualifications.
• Responsibility and dependability are a must.
• Reliable transportation required.
• Trustworthy and able to work honestly with little or no supervision.
• Strong written and verbal communication skills.
• Ability to learn quickly and apply new knowledge and skills immediately.
• Ability to assess situations and escalate properly, following internal procedures.
• Knowledge of Windows operating systems (PC and server side).
• Familiarity with basic hardware troubleshooting tasks (e.g., replacing hard drives, memory, and motherboards) is a plus.
• Must be able to lift a minimum of 50 lbs.
• Familiarity with DS1, DS3, Ethernet, and fiber circuits is 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 is a plus.

Benefits

• Health, Dental, and Vision packages
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• 401k with company match
• Paid Time Off and Holidays