Data Center Technician I

Flexential Corp.•Norcross, GA

8d•Onsite

About The Position

The Data Center Technician I provides physical and Level II technical support to Flexential customers and internal resources in a 24x7x365 data center environment. The role requires a solid understanding of facilities infrastructure, Windows operating systems, PC troubleshooting, and management applications, along with the ability to represent Flexential professionally and calmly in customer and internal interactions. The technician carries out customer support, infrastructure monitoring and troubleshooting, physical security procedures, hardware and cabling work, documentation, and standard operational tasks. They follow established procedures and standards, maintain SLA compliance, complete shift handoffs, and develop technical operations skills with guidance from senior team members. The position may involve varied shifts, limited travel, and physical work including ladder climbing, cable installation, and lifting.

Requirements

Passion for providing an excellent customer experience.
Strong verbal and written communication skills.
Understanding of Windows and Microsoft operating systems.
Self-starter who is reliable and dependable.
Strong attention to detail, commitment-keeping, and ability to meet deadlines.
High school diploma or equivalent.
0–4 years of experience in an IT or data center support environment.
Ability to collaborate across teams.
Ability to run cable and climb ladders.
Ability to respond effectively to critical infrastructure emergencies.
Knowledge or ability related to network and power monitoring.
Reliable transportation.
Ability to learn quickly and apply new knowledge and skills.
Ability to assess situations and escalate appropriately by following internal procedures.
Ability to climb ladders and work aloft, work in hot and cold environments, maneuver pallet jacks, lift up to 50 pounds, and pull and install cabling.
Legally authorized to work in the United States and reside in a state where Flexential maintains employment eligibility.

Nice To Haves

One year of experience in an IT or data center support environment.
Previous NOC, SOC, or IOC experience and/or data center experience.
Some familiarity with DS1, DS3, Ethernet, and dark fiber circuits.
Experience with data center infrastructure such as generators, UPS, DC Plant, HVAC, and fire suppression systems, and ability to read electrical diagrams.
Familiarity with basic hardware troubleshooting, including replacing hard drives, memory, and motherboards.
Knowledge of Windows operating systems on both PC and server sides.

Responsibilities

Build and maintain customer relationships, prioritize customer satisfaction, and respond promptly and effectively to phone calls and emails.
Monitor and troubleshoot technical issues and alarms related to Flexential infrastructure.
Follow ERP procedures and escalate issues to engineering staff in a fast-paced data center environment.
Conduct physical security walkthroughs, administer sign-in and badging procedures, and escort customers, visitors, and third parties to designated work locations while enforcing security standards.
Track and document time spent on tasks and support cases, including installations, site expansions, outages, and remote hands activities.
Accurately record Cap Labor on timesheets and submit timesheets on time.
Follow Flexential cabling standards and safety and fiber-cleaning protocols.
Complete standard operational tasks, audits, documentation, and reports under senior team guidance.
Follow instructions for hardware installations and maintenance requests, and update tickets in ServiceNow and other systems.
Maintain data center cleanliness and organization, inventory tools and equipment, and support shipping and receiving.
Handle common hardware upgrade and replacement requests and identify information needed for more complex remote hands requests.
Perform common maintenance and PRJTASK requests after guidance from a local project coordinator.
Identify physical-layer problems by testing cables and checking power connections and power strips.
Install hardware in cabinets according to Flexential best practices.
Use OpsDB functionality; install, label, and document power in customer cabinets; and explain the process for ordering PDUs, cable, and cabinets.
Install, label, terminate, test, and troubleshoot cabling; document CLX entries; and perform LOA verification.
Participate in site safety and emergency-readiness walkthroughs and learn applicable protocols.
Maintain SLA compliance across assigned tasks.
Document shift activities and complete handoffs to ensure operational continuity.
Learn and apply Technical Operations best practices, seeking guidance from DCT II and III team members.
Support 24x7x365 operations reliably and flexibly, including working varied shifts as needed.
Perform other duties as assigned.