Senior Data Center Technician (On-site)

About the role:

The Senior Data Center Technician will provide hands-on support and remote hand services for customers, train and mentor lower-level resources, complete standard reports, and support cross-functional teams in fulfilling service requests.

What You’ll Do:

• Data Center Infrastructure & Cabling: Perform analysis and consulting of customers' IT infrastructure hardware in production; perform walkthroughs with the customer to determine the ability to deliver the project. Install and manage structured cabling infrastructure projects. Elicit Data Center infrastructure requirements from clients. Install, terminate, test, and label all cross-connects (copper and fiber) in the data center according to Company best practices. Support day-to-day operations of the data center and execute medium to large projects. Troubleshoot physical problems and address issues. Move and install shelves, power strips, rails, cable management, servers, switches, and other equipment as required.
• Compute/Network/Storage support: Download and transfer disk images or configuration files. Assist in the configuration of OS (Linux, IOS, WIN, etc.). Configure OOB (out-of-band) management interfaces on various devices for remote access (compute, storage, and networking). Test and validate remote accessibility to the customer computer, server, and/or network system. Assist in the configuration and deployment of minor releases and updates. Assist with installing and configuring network and storage devices. Keep up-to-date documentation of OS configuration. Visually inspect equipment for errors or unusual noises, as trained and directed. Assist with performing infrastructure readiness tests. Identify and report problem devices; replace defective parts, as directed. Create and maintain service desk documentation. Complete monthly standard reports. Support cross-functional teams to fulfill service requests.
• Asset Management: Provide a plan, unpack received items while identifying parts, and dispose of all non-essential items. Deliver report results and give recommendations. Ensure power tests and reports on all incoming products are completed before moving them to the data center floor, per practices. Input all device locations and cable connections into a customer-defined database. Record all received products into a customer-defined database (including asset tag information, product manufacturer, model, and serial number). Consult and conduct inventory control. Compare received products to the packing slip and report discrepancies. Identify customer-defined spare parts and keep them in an inventory-controlled area. Recommends changes.
• Other: Train and mentor other Data Center Technician(s). Maintain a high level of customer satisfaction. Review work orders proactively and as post-work quality assurance to ensure requests are handled accordingly to requests. Actively participate during the service transition phase to perform knowledge transfer and documentation. Develop documentation to maintain accurate records of customer computer, server, and network systems. Accept, fulfill, and report status through the ticketing system, time reports, and email. Escort vendors and repair technicians as requested by the customer. Perform crisis management during critical situations or major service outages. Communicate to stakeholders according to SLAs. Perform Root Cause Analysis. Follow Company best practices and Standard Operating Procedures. Participate in on-call rotation. May perform other duties as assigned by supervisor.

Qualifications and Interests:

• At least six years’ experience in a technical or data center support role.
• Experience working with various networking hardware such as multiplexers, routers, and switches.
• Experience creating SOP’s, templates, best practices, and providing training.
• Manage solutions to objectives and metrics.
• Proven experience with fault isolation and troubleshooting networks and computers, including LAN, WAN, and servers.
• Familiarity with configuring networking and security equipment.
• Familiarity with configuring Microsoft Windows and various versions of Linux.
• Experience with data communication issues.
• Proficiency in Network troubleshooting tools (ping, traceroute, SNMP).
• Ability to work independently and manage multiple priorities and interruptions.
• Good understanding of Internet technologies (firewall/router/switch/VPN/DNS/Proxy).
• Driven to independently research solutions when provided the desired result.
• Ability to travel to support our Professional Services requirements.

Education/Certification:

• A high school diploma/GED is required.
• A CompTIA A+, BICSI, or similar certification is preferred.
• The following certifications are highly desirable: Hadoop, Dell, NetApp, EMC, Cisco, F5, and HP.