IT Support

Oracle•Abilene, TX

About The Position

The IT Support role conducts end-to-end hardware installation and troubleshooting, validates cabling, and resolves connectivity problems to establish error-free connections. The role monitors, reviews, and analyzes ticket queues and assigned system logs or console alarms, addresses non-routine incidents, and escalates complex or unresolved issues to senior technicians. It helps facilitate training aligned with corporate objectives and acts as a technical liaison for technical teams, providing subject matter expertise to identify and resolve resiliency, reliability, and availability risks. The position supports data center operations through on-site hardware installation, removal, troubleshooting, server component replacement, server upgrades, network implementation, and connectivity validation. It implements technical solutions within service-level agreements, documents work and resolutions, follows operational and safety procedures, and contributes to continuous improvement, collaboration, and quality assurance.

Requirements

At least 8 years of client-facing direct customer support and service, data center, or related field experience; or a bachelor's degree in Computer Science, Information Systems, or a related field and at least 4 years of such experience; or a master's degree in one of those fields and at least 2 years of such experience; or a doctorate in one of those fields.
Demonstrated ability to provide technical leadership.
Demonstrated ability to manage and troubleshoot network infrastructure and connectivity.
Demonstrated ability to collaborate across teams and regions to achieve shared business goals.
At least 3 years of experience in IT infrastructure, data center services, or server administration.

Nice To Haves

At least 4 years of experience in IT infrastructure, data center services, or server administration.
At least 3 years of experience in hyperscale cloud environments.
Data center or cloud industry certifications.

Responsibilities

Conduct end-to-end on-site hardware installation, removal, and troubleshooting while protecting critical infrastructure, and obtain customer solution sign-offs.
Replace server components and upgrade servers for existing customers with limited supervision and feedback during the process.
Implement designed network communications and solutions, including cabling and networking equipment, and coach or mentor others on organizational initiatives.
Validate cabling, network builds, and connectivity; use scripting to verify devices are connected and free from transmission errors, link errors, and bottlenecks; and resolve connection problems.
Monitor, review, and analyze ticket queues, system logs, and console alarm messages; address non-routine incidents and escalate complex or unresolved issues.
Implement technical solutions to enhance or troubleshoot systems within SLAs and document maintenance steps and resolutions.
Follow SOPs and MOPs, site and colocation vendor rules, data center change-control processes, and required security controls; obtain required sign-offs.
Follow health and safety guidelines, including requirements for personal protective equipment and site access, during on-site work and at the office.
Help facilitate training aligned with corporate objectives and assist in training new or less experienced peers.
Identify recurring problems and trends, escalate issues to senior peers or external experts and operations teams, and engage global teams about local issues.
Act as a technical liaison for technical teams and provide expertise to identify and resolve resiliency, reliability, and availability risks.
Ensure internal teams deliver quality services and meet SLAs; contribute to quality assurance through process creation and review.
Independently manage work, monitor timelines and deliverables, prioritize tasks, and adapt to changing resources or timelines to keep projects on track.
Collaborate across teams, understand stakeholder and customer needs, listen to diverse perspectives, and build effective partnerships.
Troubleshoot standard and non-standard issues using information from multiple sources, escalate complex issues, and contribute to knowledge sharing and best practices.
Build knowledge and new skills, stay current with industry trends, use feedback and training to improve, and contribute to continuous learning.
Recommend process, protocol, and workflow improvements and seek input from team members on alternative approaches.