Operations Technician I

Tierpoint•Chicago, IL

1d•Onsite

About The Position

The Operations Technician I require basic technical skills and capabilities. The ability to organize technical tasks, as well as the ability to develop a detail oriented technical problem-solving approach. This position requires someone who can identify issues independently and resolve issues with little to no supervision. A strong customer service background and experience dealing with customers is a must. General assignments will include, but are not limited to: entry-level technical tasks, cabinet prep, stock handling, racking servers, cable pulling and termination, cleaning, working around HVAC and electrical equipment and organizational tasks.

Requirements

Associate’s degree, or equivalent experience and two years working experience in a customer service/help desk environment and IT-related certifications.
General knowledge of TCP/IP.
Through understanding of LAN and WAN technology.
Previous cabling experience (Copper/Coax/Fiber preferred.)
Must be able to work around electrical and mechanical equipment to take readings.
Must demonstrate personal motivation and enthusiasm.
Values continuous learning and self-improvement.
Previous customer interaction experience.
Must possess problem solving abilities for complex problems.
A detailed base of technical knowledge regarding mainframe and PC hardware, operating systems, networks and communications protocols desired.
Ability to make decisions with strong processing skills.
Strong written and verbal communication skills; must communicate effectively and in a professional manner.
Able to handle multiple tasks, manage priorities, and remain professional at all times.
Able to identify and resolve issues effectively.
Must have the ability to distinguish low impact from high impact problems with little direction.
Able to understand complex solutions and relay effectively to customers.
Must have a high degree of accuracy and attention to detail.
Intermediate PC/Internet literacy.
Previous experience with a ticketing system.
Must possess strong interpersonal techniques, is positive, pleasant, respectful and customer focused.
Must have courteous and efficient telephone manner.

Nice To Haves

A detailed base of technical knowledge regarding mainframe and PC hardware, operating systems, networks and communications protocols desired.
Previous cabling experience (Copper/Coax/Fiber preferred.)

Responsibilities

Provides high quality, consistent, efficient and accurate work for internal and external customer service surrounding the Company values
Assemble/build hardware to meet client/service order specifications
Test in-stock hardware to determine functional status
Run diagnostic suites on Dell, Sun and HP servers
Build servers using approved OS images via Ghost, Kick-start, or Windows Deployment Services
Assist in the installation, racking, and cabling of equipment
Run, terminate, and test cables
Assist in customer environment set-up, equipment installation, and equipment moves.
Demonstrate proficiency with operations applications: e-mail, IRC, MS Office, etc.
Equipment monitoring
General understanding of TCP/IP principles
User level experience with at least one server Operating System
Provide remote hands and eyes support for customer issues/concerns
General knowledge of computer system hardware setup and troubleshooting skills
Ability to inspect and troubleshoot issues in and around electrical, mechanical and life safety equipment
Ability to react to alarms and escalate any and all issues through escalation procedures
Monitor data center environmental and network systems for alarms and troubleshoot under guidance of Data Center Manager
Provide security oversight and administration based on company standards through security control program
Perform routine physical inspections for alarm identification and operational issues based on building and equipment checklists
Continually learn and train on duties and procedures
Follow all safety guidelines and best practices
Proactively manage ticket queue for timely request response and completion
Shipping and Receiving functions
Assist Lead Operations Technician and/or Data Center Manager with other facility related tasks
Other duties/responsibilities as assigned by the Lead Operations Technician or Data Center Manager