Data Center Technician Lead: Field Ops (Montgomery, AL)

EOS • Montgomery, AL

22d • Onsite

About The Position

EOS IT Solutions is a global technology and logistics company providing collaboration and business IT support services. The Data Center Technician Lead oversees and supports data center field operations, leads a team of technicians, and provides hands-on technical support across server, storage, and network hardware platforms. The role focuses on diagnosing and resolving hardware and network issues, managing escalations, and delivering high-quality, SLA-driven support.

The lead manages technician performance and development, coordinates daily workloads and staffing, oversees ticket queues and SLA adherence, and ensures support processes and service expectations are followed. They conduct advanced diagnostics using command-line tools, oversee hardware repairs, coordinate with OEM vendors, maintain technical documentation, and collaborate on infrastructure upgrades, migrations, and maintenance windows. The role also supports compliance with MOPs and CMOPs and contributes to their continuous improvement.

Requirements

• Associate degree or higher in a technical discipline, or equivalent hands-on experience in data center operations or IT support.
• At least 5 years of experience in IT support, hardware diagnostics, and repair in enterprise or hyper-scale environments.
• At least 2 years of people management, supervisory, team lead, mentoring, or equivalent experience demonstrating increasing responsibility.
• Strong proficiency with CLI-based tools and environments, such as Cisco CLI, Linux/Unix shell, iDRAC, and iLO.
• Demonstrated experience troubleshooting and repairing server, storage, and network hardware.
• Familiarity with network protocols and tools such as ping, traceroute, netstat, SNMP, and syslog.
• Excellent problem-solving skills and ability to work under pressure in high-availability environments.
• Strong communication and leadership skills with a customer-focused mindset.
• Valid driver’s license and ability to travel between data center sites as needed.

Nice To Haves

• Experience managing a technical support team in a multi-site environment.
• Industry certifications such as CompTIA Server+, Cisco CCNA, Dell EMC, or equivalent vendor-specific credentials.
• Experience with ticketing systems such as ServiceNow or Remedy and asset management platforms.
• Familiarity with scripting for automation, such as Bash or Python.
• Experience working in a 24/7 operational environment with on-call responsibilities.

Responsibilities

• Directly manage technician team members, including 1:1 meetings, performance feedback, coaching, professional development, onboarding, training, and accountability.
• Coordinate daily support operations, including workload distribution, ticket queue oversight, staffing coverage, escalation triage, and adherence to support processes and service expectations.
• Approve timecards accurately and on time for billing.
• Lead data center operations across server, storage, and network hardware platforms, ensuring timely resolution of hardware failures.
• Perform advanced diagnostics using CLI tools such as Cisco IOS, NX-OS, and Linux shell.
• Oversee physical hardware repair and component-level replacements, including drives, memory, NICs, PSUs, fans, and motherboards.
• Troubleshoot Layer 1–3 network issues, including port failures, link flaps, and misconfigurations.
• Coordinate with OEM vendors on RMA processes, parts replacements, and warranty claims.
• Maintain and update documentation for incident resolution, root cause analysis, and repair procedures.
• Manage ticket queues and ensure SLA adherence through prioritization and escalation.
• Provide technical leadership and mentorship to junior technicians, ensuring adherence to best practices and safety protocols.
• Collaborate with cross-functional teams on infrastructure upgrades, migrations, and maintenance windows.
• Ensure compliance with MOPs and CMOPs and contribute to their development and continuous improvement.

Benefits

• Health insurance, starting the first of the month after the start date.
• Vision insurance, starting the first of the month after the start date.
• Dental insurance, starting the first of the month after the start date.
• Snacks, drinks, and desserts provided.
• 10 days of paid time off annually.
• 12 paid holidays.
• 6 sick days, available after 90 days of employment.
• 401(k) retirement plan with a $2,500 company match, available after 90 days of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree