DC Ops Technician III
About The Position
The Data Center Operations Technician is responsible for IT infrastructure and customer configurations within the data center, ensuring customer server environments are secure and operational and maintaining 99.999% uptime. The position is based in Ashburn, Virginia, with a stated Monday–Friday first-shift schedule of 7 a.m.–4 p.m.; the requirements also call for flexible scheduling to provide 24x7x365 coverage, including holidays and weekends. The technician provides customer support using monitoring and ticketing tools; troubleshoots server, operating system, network, cabling, and storage issues; and performs hardware replacements and customer configuration maintenance. Work includes installing operating systems, mounting devices in cabinets, completing cabling, and communicating clearly with customers, vendors, and coworkers. The role also requires following security, safety, and local requirements, maintaining orderly work areas, and delivering accurate, timely, customer-focused support.
Requirements
- High school diploma or equivalent required; a university or college degree is preferred.
- 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.
- Ability to work a flexible schedule; 24x7x365 coverage, including holidays and weekends, is required.
- Ability to prioritize work in a fast-paced, high-pressure environment.
- Strong written and verbal communication skills, proficient typing, and professional phone etiquette.
- Proficiency with productivity software, including Microsoft Office and Open Office, and email client software.
- Ability to lift 50 pounds overhead.
- Reliable transportation and willingness to travel occasionally, approximately 2–4 weeks per year.
- Personal qualities include effective communication, self-direction, teamwork, receptiveness to feedback, and ability to identify problems.
Nice To Haves
- At least 1 year of experience in a customer-service-oriented position.
- Industry-recognized certifications in operating systems, networking, security, and/or storage technologies.
- Experience with Dell PowerEdge and HP ProLiant rack server hardware.
- Experience with Cisco ASA and ASA-X series firewalls, F5 BigIP and Brocade ADX series load balancers, and Alert Logic IDS.
- Experience with Cisco Catalyst 2900, 4900, and 6500 series and Nexus switches.
- Experience with Dell PowerVault DAS, NetApp, and EMC Isilon NAS systems.
- University or college degree.
Responsibilities
- Use custom monitoring software and the internal ticketing system to provide customer support.
- Identify and troubleshoot simple hardware failures on x86-based servers and replace failed components.
- Troubleshoot basic operating-system storage issues, including 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 and troubleshoot login, password, and connectivity issues.
- Troubleshoot simple LAN connectivity issues and restore remote access using SSH, Terminal Services/Remote Desktop Services, or Remote Access Controllers.
- Troubleshoot, configure, and replace network 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, cabinet mounting, and required cabling.
- Troubleshoot copper and fiber cabling, including installation testing and connectivity issues 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 meticulous 5S and housekeeping practices and keep assigned areas clean and organized.
- Investigate customer incidents and potential risks using root-cause analysis.
- Complete customer interactions in a manner that delights customers and build trust through honest, transparent communication.
- Complete process and policy sign-offs by their due dates and maintain a clear understanding of the subject matter.
- Prioritize work in a fast-paced, high-pressure environment and demonstrate consistent full performance.
- Occasionally travel, estimated at 2–4 weeks per year.
- Lift up to 50 pounds overhead.
Benefits
- Compensation may include annual bonus or other incentive opportunities, equity awards, and an Employee Stock Purchase Plan (ESPP).
- Benefits are referenced, but specific benefits are not listed in the posting.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
