DC Support Technician Lead

H5 Data Centers•Cincinnati, OH

About The Position

The Data Center Support Technician Lead manages the operational integrity of an H5 Data Centers facility. Reporting to the Data Center Facility Manager, the Lead oversees physical security operations, site integrity, access control, and surveillance. The role serves as the primary daily point of contact for customer engagement, handling calls, tickets, incidents, and escalations, and providing basic remote-hands and escort services. The Lead monitors building, security, and IT systems and ensures work follows H5 policies, guidelines, and standards. The Lead manages and supports the Data Center Support Technician team, including shift scheduling and team direction, maintaining or updating processes and standard operating procedures, and serving as a customer escalation point. The position may require on-call availability, shift work, and weekends. Duties may change or expand, so flexibility and adaptability are required.

Requirements

Two years of data center experience.
Familiarity with physical security protocols.
Competence using Windows, Mac, and iOS systems.
Customer service experience.
Organizational and time-management skills.
Ability to work shifts and weekends; may be required to be on call, including 24x7 in some instances.
Ability to work in a fast-paced, constantly changing environment.
Ability to work well independently with minimal supervision or as part of a team.
Comprehensive understanding of data center best practices and standards.
Excellent knowledge of logical data flow for physical networks and logical hosts to support design, diagnosis, and problem solving.
Flexibility and ability to adapt to changing or expanding responsibilities.

Nice To Haves

College education of four or more years, with a bachelor's degree in computer science or information technology preferred.
IT system qualifications.
Meet-me-room design knowledge.

Responsibilities

Lead shift scheduling and provide direction to the Data Center Support Technician team.
Administer video surveillance and access control, process access requests, conduct regular patrols, enforce security policies, and respond to incidents.
Act as the primary contact for customer escalations by phone, email, and customer portal; process requests and engage subject matter experts as appropriate.
Manage ticket queues, provide timely updates through resolution, adhere to SLAs, and maintain detailed written records.
Escort H5 telecommunications personnel, vendors, and customer vendors.
Perform basic remote-hands support for customers.
Coordinate incident management and escalations, including escalating to senior management, setting up crisis bridges when appropriate, sending customer advisories, and coordinating restoration with on-site personnel.
Maintain records for customer-assigned assets, including cabinets, power, and cross-connects.
Lead and support service-order installations, including cross-connects and troubleshooting.
Rack and stack customer equipment and install cages, cabling, and cable trays.
Participate in infrastructure maintenance notifications, scheduling, and execution; help create and review infrastructure MOPs and ensure proper execution.
Monitor the health of building critical systems, including BMS, power, cooling, and fire systems.
Monitor access control, camera surveillance, intrusion detection, and critical IT systems, including servers, networks, and other hardware.
Perform facility infrastructure maintenance as required, depending on location.
Work with infrastructure maintenance vendors to ensure H5 processes and procedures are followed.
Write or update H5 processes and SOPs.