Datacenter Technical Support Representative

Peraton•Clarksville, VA

18d•$51,000 - $82,000

About The Position

Peraton is seeking a Datacenter Technical Support Representative to provide hands-and-eyes support in a data center. The role implements procedures for identifying, receiving, documenting, distributing, and correcting problems, with a focus on resolving issues quickly and meeting Service Level Agreements. It provides technical support and guidance to customers and end users through phone, email, and in-person interactions, including support for computer hardware, programs, rack components, network cabling, and data center operations. The representative installs, configures, maintains, troubleshoots, and repairs data center hardware and cabling, and collaborates with network and system engineers to integrate equipment into the data center environment. The role supports approved changes through change control, plans and reviews rack configurations and workloads, resolves incidents, and performs proactive maintenance to support system stability, availability, and optimal repair times. It also helps improve support tools and troubleshooting documentation, communicates account issues to internal personnel, evaluates known solutions, and prioritizes or escalates reported problems as needed.

Requirements

Bachelor's degree and at least 2 years of experience, associate degree and at least 4 years of experience, or high school diploma/GED and at least 6 years of experience.
U.S. citizenship.
Ability to obtain and maintain a Public Trust clearance.
Experience working in a data center environment.
Strong understanding of network protocols.
Experience supporting both hardware and software tools within a data center.
Ability to work a flexible schedule to cover 24x7x365.

Responsibilities

Implement procedures for identifying, receiving, documenting, distributing, and correcting problems while meeting Service Level Agreements.
Assist customers with computer hardware and provide technical advice and guidance on program installation, adaptation, configuration, or enhancement in a data center.
Provide end-user technical support by phone, email, and in-person interaction.
Support data center operations, rack equipment, and network cabling infrastructure.
Install, configure, and maintain data center hardware, including servers, racks, network equipment, and power distribution units.
Manage structured cabling and fiber optic systems in compliance with industry standards.
Troubleshoot, diagnose, and repair equipment to minimize downtime and optimize performance.
Collaborate with network and system engineers to integrate hardware into the data center environment.
Support approved environmental modifications through change control standards to meet case requirements.
Provide advanced technical guidance on rack components and programs supporting data center raised-floor IT systems.
Resolve problems with account teams and Peraton shared services teams, including determining the problem and classifying its level, priority, and nature.
Resolve technical problems involving data center IT floor rack equipment and cabling.
Provide expert and second-tier technical support for installation and repair of complex rack and network cabling configurations.
Review systems and configurations for data center workload planning and successful implementation of IT system racks into production.
Maintain system stability through analytical techniques, timely incident resolution, and proactive maintenance.
Assist in developing continuous process improvements for support tools and troubleshooting techniques for ISO documents.
Communicate account issues to appropriate internal personnel.
Evaluate known solutions for reported problems and apply them as appropriate.
Determine the severity and complexity of reported issues and escalate them to appropriate specialists when necessary.
Determine troubleshooting workflows and organize support priorities.