Operations Technician II

Responsibilities

• Install, configure, and maintain servers, storage devices, and network equipment.
• Perform hardware troubleshooting, diagnostics, and component replacements.
• Aid in rack/stack operations, cable management, and asset tracking with internal and/or external customers.
• Provide remote smart hands support for customer advanced issues/concerns.
• Assist Lead Operations Technician and/or Data Center Manager with other facility related tasks.
• Follow Method of Procedures (MOP) for equipment & cabling maintenance.
• Provide remote hands support for customer advanced issues/concerns.
• Maintain monitoring and respond to alerts related to power, cooling, and network performance.
• Conduct routine inspections and preventive maintenance to ensure system reliability.
• Work with vendors and internal teams to coordinate maintenance and repairs.
• Perform routine physical inspections for alarm identification and operational issues based on building and equipment checklists.
• Handle both incoming and outgoing shipments.
• Diagnose and resolve hardware, connectivity, and environmental issues.
• Escalate critical incidents to senior engineers or management as needed.
• Document root cause analysis and follow-up actions for recurring issues.
• Serve as technical escalation point for other team members.
• Proactively manage ticket queue for timely request response and completion.

Qualifications

• Knowledge of basic networking and server technologies.
• Able to work around critical facility equipment to take readings.
• Previous customer interaction experience.
• Able to distinguish low impact from high impact problems with little direction.
• Able to understand complex solutions and relay effectively to customers.
• Proficiency in using MS Office Suite and Windows-based computer applications.
• Adequate professional experience and knowledge to perform Job Responsibilities.

Preferred Experience

• 1-2 years of working experience in a customer service/help desk environment, cabling integrator, other applicable IT schooling, industry experience.
• Previous leadership or mentoring experience.
• Prior experience particularly in the mission critical industry.

Physical Requirements

• Ability to work in controlled environments and handle physical tasks such as lifting hardware or navigating confined spaces.

Pay

TierPoint is committed to practices that promote pay equity and transparency. We provide a compensation range for roles that may be hired in locations with pay transparency law requirements. The pay range may be narrower than displayed, as various factors are used to determine the offered compensation package including skill set, level of experience, geographic locations, and other relevant factors- i.e. budgetary requirements. The pay range for this role is $21.01 - $31.66.