Operations Technician II

Tierpoint • Little Rock, AR

79d • $21 - $31

About The Position

The Operations Technician II position requires advanced 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 complex issues with little to no supervision. This position will incrementally be responsible for supporting internal applications and systems. A strong customer service background and experience dealing with customers is a must. General assignments will include but are not limited to intermediate-level technical tasks, cabinet prep, stock handling, racking servers, cabling pulling, troubleshooting, server provisioning, alarm monitoring and escalation, and working around HVAC and electrical equipment.

Requirements

• Knowledge of TCP/IP, LAN and WAN technology.
• Previous experience with a ticketing system.
• Ability to work around high voltage or mechanical equipment.
• Demonstrate personal motivation and enthusiasm.
• Previous customer interaction experience.
• Ability to distinguish low impact from high impact problems.
• Able to understand complex solutions and relay effectively to customers.
• Experience and knowledge of Windows and Linux based servers.
• Adequate professional experience and knowledge to perform Job Responsibilities.
• Excellent verbal, written, and interpersonal skills.
• Ability to prioritize and organize effectively.
• Ability to work on multiple projects simultaneously.
• Ability to work both independently and with others.
• Ability to operate in a fast moving, team-oriented, collaborative environment.
• Proficiency in using MS Office Suite and Windows-based computer applications.

Nice To Haves

• Three years working experience in a customer service/help desk environment; or Bachelor's degree.
• Previous leadership or mentoring experience.
• Previous cabling experience (Copper/Fiber preferred).
• Detailed base of technical knowledge regarding mainframe and PC hardware, operating systems, networks and communications protocols desired.
• Proficiency in Service Now computer application.
• Prior experience particularly in the data center industry.

Responsibilities

• Assemble/build hardware to meet client/service order specifications.
• Test in-stock hardware to determine functional status.
• Run diagnostic suites on servers.
• Assist in the installation, racking, and cabling of equipment.
• Run, terminate, and test cables.
• Implement Method of Procedures (MOP) for equipment maintenance.
• Assist in customer environment set-up, equipment installation, and equipment moves.
• Demonstrate proficiency with operations applications, e-mail, IRC, MS Office, etc.
• Equipment monitoring.
• Understand TCP/IP principles.
• Provide remote hands and eyes support for customer issues/concerns.
• Inspect and troubleshoot issues in and around electrical, mechanical and life safety equipment.
• React to alarms and escalate all issues through escalation procedures.
• Monitor data center environmental and network systems for alarms.
• Provide security oversight and administration based on company standards.
• Monitor security cameras.
• Perform routine physical inspections for alarm identification and operational issues.
• 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.
• Perform all daily operational tasks.
• Assist Lead Operations Technician and/or Data Center Manager with other facility related tasks.
• Provide quality internal and external customer service surrounding the Company values.
• Other duties as assigned.

Benefits

• Pay Transparency: TierPoint is committed to practices that promote pay equity and transparency.
• Compensation range for roles that may be hired in locations with pay transparency law requirements.

What This Job Offers

• Industry: Professional, Scientific, and Technical Services
• Number of Employees: 501-1,000 employees