Data Center Support Services Technician

Oracle•Abilene, TX

About The Position

The Data Center Support Services Technician performs server hardware maintenance and upgrades, validates cabling and network connectivity, and responds to technical issues through a ticketing environment. The role works with limited or some supervision, follows established procedures, and may guide less experienced technicians or help implement technical solutions. The technician supports data center operations by installing and troubleshooting power distribution units and other hardware, implementing network cabling and equipment environments, and documenting ticket resolutions. The role also promotes safety, security, and compliance with site rules, standard operating procedures (SOPs), maintenance operation protocols (MOPs), and data center change-control processes. The position collaborates with project teams, colocation partners, contractors, vendors, and global operations teams to test installations, coordinate site utility requirements, address recurring issues, and support service quality. It also helps train peers and recommends improvements to processes and workflows.

Requirements

High school diploma, GED, or equivalent and at least 2 years of client-facing customer support, data center, or related experience; or an associate degree in Computer Science, Information Technology, Data Center Operations, or a related field and at least 1 year of such experience.
At least 2 years of experience in IT infrastructure, data center services, or server administration.
Demonstrated customer service skills, including resolving issues professionally.
Demonstrated ability to troubleshoot and resolve technical issues.
Demonstrated ability to manage and troubleshoot network infrastructure and connectivity.
Experience diagnosing and repairing hardware issues in support of IT operations.

Nice To Haves

At least 1 year of experience in hyperscale cloud environments.
Preferred client-facing customer support, data center, or related experience: 3 years with a high school diploma/GED or equivalent, 2 years with a relevant associate degree, or 4 years as an alternative qualification listed in the qualifications section.

Responsibilities

Replace server components, upgrade servers, and proactively maintain hardware throughout its lifecycle.
Install power distribution units and replacement hardware, and remove or troubleshoot hardware without disturbing critical infrastructure.
Implement defined network communications and solutions, including cabling and networking equipment environments.
Validate cabling, network builds, and connectivity, and verify devices are connected and error-free.
Monitor and respond to tickets within service level agreements; implement technical solutions, guide less experienced technicians, and document work and resolutions.
Follow SOPs, MOPs, change-control processes, site rules, and colocation vendor requirements; complete required site sign-offs.
Follow security procedures and applicable local regulations, and comply with health and safety requirements, including personal protective equipment and site-access rules.
Help facilitate training aligned with corporate objectives and operational data center change-control processes.
Identify and analyze recurring problems or trends, escalate issues to senior peers, external experts, and operations teams, and communicate local issues to global teams.
Work with project teams and colocation partners to test and validate electrical and mechanical systems and coordinate site utility requirements.
Act as a technical liaison and provide subject matter expertise to identify and resolve resiliency, reliability, and availability risks.
Monitor contractor and vendor service quality and ensure service level agreements are met.
Contribute to quality assurance through process creation and assist in training less experienced peers.
Complete moderately complex or ambiguous tasks, adjusting priorities and resources to meet team needs.
Collaborate with immediate and related teams to support team objectives and stakeholder or customer needs.
Use procedures and available data to troubleshoot moderately complex or non-routine issues, resolving or escalating them as appropriate.
Build knowledge and skills, seek feedback, and pursue training to improve performance.
Recommend ways to improve the efficiency and effectiveness of non-standard processes, protocols, and workflows.