Data Center Support Technician

H5 Data Centers•Cincinnati, OH

About The Position

The Data Center Support Technician manages the operational integrity of H5 Data Centers’ facility. The role oversees physical security operations and site integrity, including access control and surveillance. It serves as the primary point of contact for customer engagement, handling incoming calls, ticket processing, incident management, and coordination. The technician also performs basic remote hands and escort duties for customers and monitors the health of critical facility and IT systems. The candidate must be willing to work any shift assigned, including weekends and holidays.

Requirements

Excellent written and oral interpersonal and communication skills.
Familiarity with physical security protocols.
Customer service experience.
IT systems qualifications are required if the candidate is not already certified.
Competence using Windows, Mac, and iOS systems.
Organization and time management skills.
Ability to work independently with minimal supervision or as part of a team.
Self-starter able to work in a fast-paced, constantly changing environment.
Willingness to work any assigned shift, including weekends and holidays.

Nice To Haves

A minimum two-year college degree is preferred.
Comprehensive understanding of data center best practices.

Responsibilities

Manage physical security at the data center, including video surveillance, access control administration, access requests, regular patrols, security policy enforcement, and incident response.
Serve as the primary point of contact for customer requests received by phone, email, and portal.
Process customer requests and engage subject matter experts as appropriate.
Administer ticket queues, provide regular and timely updates through resolution, and adhere to SLAs.
Provide escort duties for H5 Telco personnel, vendors, and customer vendors.
Perform basic remote hands support on behalf of customers.
Act as the primary focal point for incident management and escalations.
Monitor building critical systems through the BMS and visual inspection, including power, cooling, and fire systems.
Monitor access control, camera surveillance, perimeter intrusion, and critical IT systems, including networks and servers.
Coordinate responses to significant incidents, including initial response and vendor dispatch, escalation to senior management, setting up a crisis bridge if appropriate, sending advisories, and coordinating restoration with on-site personnel.