DC Ops Technician III
About The Position
The Data Center Operations Technician is responsible for IT infrastructure and customer configurations in a data center environment, helping ensure that customer server environments remain secure and operational and maintain 99.999% uptime. The role is based in Ashburn, Virginia, and follows a weekend second-shift schedule from Friday through Monday, 3 p.m. to 2 a.m. The position is eligible for a shift differential. The technician supports customer configurations through monitoring and ticketing tools, investigates technical events, troubleshoots and replaces hardware, and performs maintenance involving servers, operating systems, networking, storage, and cabling. The role also requires clear customer communication, adherence to security and safety policies, careful execution of maintenance procedures, and organized housekeeping practices. The technician works with the Data Center Operations Team Lead, Rackspace personnel, customers, and vendors.
Requirements
- High school diploma or equivalent required.
- At least 1 year of experience working in a data center environment or an equivalent technology background required.
- At least 1 year of experience, or demonstrated familiarity, building, repairing, or upgrading hardware components required.
- Able to work a flexible schedule; 24x7x365 coverage, including holidays and weekends, is required.
- Able to prioritize work in a fast-paced, high-pressure environment.
- Strong written and verbal communication skills, proficient typing, and professional phone etiquette.
- Proficient with productivity software, including Microsoft Office and OpenOffice, and email client software.
- Able to lift 50 pounds overhead.
- Reliable transportation and willingness to travel occasionally (2–4 weeks per year).
Nice To Haves
- University or college degree preferred.
- At least 1 year of experience in a customer-service-oriented position preferred.
- Industry-recognized certifications in operating systems, networking, security, and/or storage technologies preferred.
- Experience with Dell PowerEdge and HP ProLiant rack server hardware preferred.
- Experience with Cisco ASA and ASA-X series firewalls, F5 BigIP and Brocade ADX series load balancers, and Alert Logic IDS preferred.
- Experience with Cisco Catalyst 2900, 4900, and 6500 series and Nexus switches preferred.
- Experience with Dell PowerVault DAS, NetApp, and EMC Isilon NAS systems preferred.
- Personal qualities valued for success include effective communication, self-direction, teamwork, openness to feedback, and the ability to identify problems.
Responsibilities
- Use custom monitoring software and internal ticketing systems to provide customer support.
- Identify and troubleshoot basic hardware failures on x86-based servers and replace failed components.
- Troubleshoot basic operating-system storage issues involving file systems, disk management, and RAID technologies.
- Support servers running Microsoft Windows Server, Red Hat Enterprise Server, Ubuntu Linux, or VMware ESX Server.
- Perform basic operating-system administration, including troubleshooting login, password, and connectivity issues.
- Troubleshoot basic LAN connectivity issues and restore remote access using SSH, Terminal Services/Remote Desktop Services, or Remote Access Controllers.
- Troubleshoot, configure, and replace network device hardware, including access and aggregation switches, firewalls, load balancers, and security appliances.
- Troubleshoot, configure, and replace storage devices, including DAS and NAS arrays.
- Perform customer configuration maintenance, including hardware modifications, operating-system installation, device mounting in cabinets, and required cabling.
- Troubleshoot copper and fiber cabling, including installation testing and connectivity problems with deployed cabling.
- Communicate technical information about customer configurations concisely and professionally.
- Follow company security policies and procedures, health and safety requirements, and applicable local requirements.
- Maintain 5S and housekeeping practices and keep assigned areas clean and organized.
- Investigate customer incidents and potential risks using root-cause analysis.
- Complete process and policy sign-offs by the specified deadlines.
- Provide professional, customer-focused support to customers and coworkers.
Benefits
- Eligible for shift differential.
- Compensation package may include annual bonus or other incentives, equity awards, and an Employee Stock Purchase Plan (ESPP).
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
