Data Center Support Technician

H5 Data Centers•Chantilly, VA

5h•Onsite

About The Position

The Data Center Support Technician is responsible for managing the operational integrity of the H5 Data Centers’ facility. They oversee the physical security operations, ensuring overall site integrity while maintaining all aspects of access control and surveillance. The role also acts as a single point of contact for customer engagement, handling incoming calls, ticket processing, and incident management. Responsibilities include performing basic remote hands and escort duties for customers, and monitoring the health of critical systems such as building management, fire control, camera surveillance, access control, and network systems. The candidate must be willing to work any assigned shift, including weekends and holidays.

Requirements

Minimum two (2) year college degree preferred.
Excellent interpersonal and communication skills (written and oral).
Familiar with physical security protocols.
Customer service experience.
IT system qualifications will be required if not already certified.
Competent in the use of Windows, MAC and IOS systems.
Organization and time management skills.
Must be a self-starter, able to work in a fast-paced constantly changing environment.
Ability to work well in a team environment or independently with minimal supervision.

Nice To Haves

Comprehensive understanding of data center best practices is a bonus.

Responsibilities

Responsible for all aspects of physical security at the data center, including video surveillance, access control administration, processing access requests, regular patrols, security policy enforcement, and incident response.
Serve as the primary point of contact for customer requests via phone, e-mail, and portal.
Process customer requests and engage with subject matter experts as appropriate.
Administer ticket queues to ensure regular and timely updates through resolution and adherence to SLAs.
Provide escort duties for H5 Telco’s and vendors, as well as customer vendors.
Perform basic remote hand support duties on behalf of customers.
Act as the primary focal point for incident management and escalations.
Monitor the health of building critical systems (Power, Cooling, Fire systems) via BMS and visual inspection.
Monitor the health of access control, camera surveillance, and perimeter intrusion systems.
Monitor the health of critical IT systems, including Networks and Servers.
Perform incident coordination during significant incidents, including initial response, dispatch of vendors, escalation to senior management, setting up crisis bridges, sending advisories, and coordinating restoration with on-site personnel.