Data Center Technician 3

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 III provides an overall focus on positive proactive end-user customer service through phone, email, face-to-face, and our internal case management systems.

Responsibilities

• Create and maintain effective customer relationships, with customer satisfaction as the ultimate goal.
• Answering customer phone calls and emails within a timely and professional manner.
• Ensure installs, capacity checks, testing and close out of Customer orders are completed in a timely manner while meeting predefined installation intervals.
• Resolve all Tickets/Cases in a timely and professional manner.
• Ensure cost efficiency, outage management, change management and compliance within the Data Center.
• Supervise all Vendor Maintenance Activities within the Data Center.
• Perform physical security walkthroughs, administration of security sign-in procedures for all colocation customers, visitors, third parties and escorting them to designated work location while adhering and enforcing established company security standards.
• Accurately capture time invested on tasks and tickets/cases.
• Participate in the Market’s on-call rotation, based on Market needs.
• Monitor and Resolve technical issues and alarms with DataBank Infrastructure, ensuring issue resolution.
• Maintain and Ensure facility cleanliness at all times and maintaining site “Tour Readiness” at all times.
• Maintain working knowledge of all products, processes and systems.
• Enforcement of and Adherence to DataBank Cabling Standards.
• Support customer and/or auditor tours as needed.
• Responsible for Power Monitoring and Reporting.
• Maintain accurate inventory of work tools, test equipment, and devices.
• Other duties as assigned.

Qualifications

• High school diploma required.
• Previous NOC/SOC/IOC experience and/or data center experience preferred.
• College degree in related discipline preferred.
• 3-5 years of experience or demonstrated ability to meet these responsibilities/qualifications.
• Responsibility and dependability are a must.
• Candidates must have reliable transportation.
• Trustworthy and ability to work honestly with little or no supervision, if necessary.
• 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 both pc and server side.
• Familiarity with basic hardware troubleshooting tasks, replacing hard drives, memory and motherboards a plus.
• Must be able to lift a minimum of 50 lbs.
• Familiarity with DS1, DS3, Ethernet and fiber circuits are a plus.
• Must have ability to install and neatly manage copper, coaxial, CAT 5/6, fiber and other network cable/connector types.
• Basic knowledge of switches, firewalls and managed storage are a plus.

Benefits

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