Technician II

About the role

The Remote Hands Technician II will assist all Digital Realty customers by providing “best in class” customer and technical support. The role involves racking and stacking equipment, cabling, cross connects, working with Deployment and Implementation teams, Global Command Center, Provisioning team and Project Management to ensure installations meet delivery dates and create a positive customer experience. Primary responsibility is responding to Customer Requests within SLA time frames and assisting the Operations Team to maintain 100% uptime. The Operations team keeps customer infrastructure running safely and securely, overseeing electrical power, cooling, fire suppression systems, and ensuring data center operations function as intended. Digital Realty delivers data center, colocation and interconnection solutions via PlatformDIGITAL®, with a global footprint of 300+ facilities in 50+ metros across 25+ countries on six continents.

Responsibilities

• Perform Remote Hands services tracked through the Digital Realty ticketing system
• Equipment rack and stack
• Cable, terminate, and dress fiber or copper network cabling
• Assist customers with the diagnosis of hardware and software issues on their equipment
• Power cycling of customer equipment
• Perform cabinet/cage audits
• Blade/Card, Memory, Hard Drive, and Transceiver installations or removal
• Testing and troubleshooting of copper and fiber optic circuits
• Perform migrations of equipment, power, or networking devices
• Shipping and Receiving of packages
• Receive, install, and test customer and internal cross connects of copper and fiber optic interconnections
• Use of power and hand tools (e.g., screwdrivers, drills, wire strippers, punch down tools, etc.)
• Provide timely customer and internal updates using a computer based ticketing system
• Perform and document inventory verification/counts
• Adherence to Standard Operating Procedures
• Assist to maintain overall Data Center cleanliness and appearance
• Work flexible shift schedules
• Report to the facility within a 1 hour average for emergency assistance as needed

Requirements

• 3+ years of experience in Tele