Data Center Technician I (7pm - 7am 4 days on 4 days off)

Management Science Associates • Pittsburgh, PA

20h • Onsite

About The Position

This role involves diagnosing and solving routine problems and incidents, aiming to enhance first-level resolution or collaborate with higher-level support. The position promotes efficiency, customer satisfaction, and cost reduction. Responsibilities include responding to a large volume of incidents and inquiries, coordinating with IT staff, and maintaining professional behavior. Key tasks involve monitoring, analyzing, and troubleshooting LAN, WAN, communication, and server performance, performing corrective actions, and managing system performance and capacity. Security of the Command Center is crucial, including key/lock control, client escorts, and camera monitoring. The role also involves working with senior technicians to build a knowledge base and providing 'Smart Hands' services such as cable management, system restarts, and media handling.

Requirements

• Technical certificate or AS degree in an Information Systems-Technology related discipline or equivalent experience
• Customer service and communication skills with the ability to develop good working relationships with team members, employees and customers.
• Understanding of functions and technologies developed, used and supported by various teams and platforms throughout division and company.
• Basic understanding of networks, servers and data center operations.
• Ability to interpret system and event messages and alerts via monitoring tools, software applications and generated emails.
• Knowledge of Incident Management workflows and automation tools.
• Ability to maintain consistent, courteous, and professional behavior with a service attitude, paying attention to detail and accuracy within all incident management responsibilities, while communicating simultaneously with all division members, and internal or external end-users and clients
• Ability to grasp technical detail and complexity within the division's infrastructure
• Knowledge of and the ability to quickly learn various web-based applications including enterprise incident management tracking system
• Ability to work in a very organized fashion paying strict attention to detail

Responsibilities

• Diagnose and solve routine problems and incidents enhancing first-level and/or first contact resolution, or in conjunction with level 2 and level 3 staffs.
• Promote efficiency, customer satisfaction, and aid in consistently lowering the cost per contact rate.
• Respond to large volumes of incidents and inquiries from internal and external client bases as well as IT staff coordination and escalation, while maintaining level headed, courteous, and professional behavior.
• Monitor, analyze and troubleshoot LAN, WAN, communication and server performance.
• Perform appropriate and accurate corrective actions when issues are identified.
• Monitor and manage systems performance and capacity.
• Maintain security of the Command Center which includes, but may not be limited to, maintaining key/lock control for all racks and cabinets, escorting clients and monitoring security cameras.
• Work with senior Data Center Technicians to create a knowledge base, troubleshoot scripts and maintain known error documentation.
• Provide Smart Hands service to internal and external clients which includes, but may not be limited to, tracing and reseating cables, inspect indicator lights, system restarts, re-seating drives/blades, handle tape media and library requests, and perform emergency restores.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees