Data Center & Security Services Technician
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About The Position
As part of the Data Center Operations Team, the Data Center & Security Services Technician plays a crucial role in providing 24/7 call center service to our data center and cloud service customers. This position involves fielding incoming calls, emails, and other forms of communication, opening and working tickets, and escalating inquiries where necessary to ensure that issues are resolved in a timely manner. The technician is responsible for monitoring alerts associated with the physical environment of our data centers, maintaining access control and security monitoring of all FirstLight facilities, and providing assistance related to toll fraud, hosting, and other technical support. The work schedule for this position is from Saturday to Wednesday, 12:00 AM to 8:00 AM, and it requires onsite presence. The essential duties include managing facility access to all FirstLight facilities and third-party sites, processing access requests, producing and shipping access cards, and providing remote access after validating credentials. The technician will also monitor alerts for changes in environmental conditions such as temperature and power levels, escalating issues to appropriate teams for repair when necessary. Additionally, the role involves providing remote security monitoring of FirstLight facilities, responding to internal and external alarms, and reviewing site footage for reported incidents. Another critical responsibility is monitoring the FirstLight voice network for domestic and international toll fraud, responding to suspected fraud cases to prevent further costs. The technician will work with customers and internal teams to identify and resolve toll fraud incidents. Furthermore, the technician will manage customer DNS hosting requests, process record updates, and troubleshoot customer website and email services on the cPanel platform. The role also includes receiving and reviewing DMCA complaints and investigating subpoenas related to internal IPs. Hands-on assistance in local data centers is also part of the job, which may include equipment reboots, swapping components, installing gear, and general maintenance. The technician will also complete special projects and other duties as assigned.
