Datacenter Technical Support Representative
About The Position
Peraton is seeking a Datacenter Technical Support Representative providing hands/eyes support to join our team. Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. Ensures maximum issue resolution in minimum time to meet Service Level Agreements. Assists customers with computer hardware for the purpose of providing problem resolution. You will provide technical advice and guidance on installation, adaptation, configuration or enhancement of programs in a data center. Provide technical support to the end users of the customer system. Support may take various forms, including phone conversations, email messages, and in-person interaction. Support functions to the data center operations and equipment in a rack and network cabling infrastructure.
Requirements
- Bachelor's degree with 2+ years experience, associates degree with 4+ years experience or high school diploma/GED with 6+ years experience.
- U.S. Citizenship
- Ability to obtain and maintain a Public Trust clearance
- Must have experience working in a Data Center environment
- Strong understanding of Network protocols
- Experience supporting both Hardware and Soft ware tools within a Data Center
Responsibilities
- Install, configure, and maintain data center hardware, including servers, racks, network equipment, and power distribution units (PDUs).
- Manage cable infrastructure, including structured cabling and fiber optic systems, ensuring compliance with industry standards.
- Conduct equipment troubleshooting, diagnostics, and repairs to minimize downtime and optimize performance.
- Collaborate with network and system engineers to ensure seamless integration of hardware with the data center environment.
- Support approved modifications via change control standards to the environment to meet case requirements.
- Provides advanced technical advice and guidance on installation, adaptation, configuration of rack components, and programs supporting Data Center raised floor IT systems.
- Performs problem resolution on the telephone with account teams and Peraton shared services teams, through a series of steps to determine problem and classify level, priority and nature of the problems with systems in a Data Center.
- Provides expertise for the resolution of data center IT floor space rack equipment and cabling technical problems
- Provides expert and second-tier technical support for the installation and repair of complex rack /network cabling configurations.
- Review’s system and configurations for workload planning in the data center to ensure successful implementation of IT System racks into production.
- Maintains system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time to Repair.
- Assist in developing continuous process improvement for support tools, troubleshooting techniques for ISO documents.
- Communicate to appropriate internal personnel of issues at a particular account
- Determine the effectiveness of known solutions for the reported problem and apply these solutions as required.
- Determine severity and complexity of a reported issue and if necessary, escalate to the appropriate specialist.
- Determine the troubleshooting workflow and organize support priorities
Benefits
- Employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
