Senior Data Center Support Services Technician
About The Position
The Senior Data Center Support Services Technician supports data center operations through server hardware maintenance, network configuration and installation, technical troubleshooting, safety and compliance, continuous improvement, and collaboration with project teams and vendors. The role guides and coaches less experienced technicians, monitors and assigns ticketing work, and provides technical expertise to help identify and resolve resiliency, reliability, and availability risks. Work is performed in accordance with standard operating procedures (SOPs), maintenance or method of procedures (MOPs), service-level agreements (SLAs), and applicable site and security requirements. The technician handles complex or ambiguous tasks with limited instruction, helps the team adjust priorities and resources, serves as an escalation point for troubleshooting, and recommends improvements to processes and workflows. The position also coordinates with colocation partners and contractors to validate installations and systems and ensure service quality.
Responsibilities
- Identify opportunities for team members to work with servers, server components, and main hardware to support efficient performance throughout the hardware lifecycle.
- Guide and coach less experienced technicians on power distribution units and hardware replacement, removal, and troubleshooting practices that avoid disturbing critical infrastructure.
- Guide technicians in implementing defined network communications and solutions, and sign off on client configurations within environments.
- Validate cabling, network environment builds, and connectivity; verify devices are connected and error free.
- Monitor and assign work in a ticketing environment; mentor technicians or implement technical solutions to resolve system issues within SLAs; identify and escalate trends; and document work and resolutions.
- Oversee adherence to SOPs and MOPs, site and colocation vendor rules, and required sign-offs during work at data centers and customer sites.
- Uphold security procedures, consider applicable local regulations, and conduct functional testing of security.
- Ensure compliance with health and safety guidelines, including personal protective equipment and site-access requirements, during on-site work.
- Train technicians in advanced repair techniques and follow SOPs and MOPs for operational data center change-control processes.
- Identify and analyze recurring problems or trends, escalate issues to senior peers, external experts, and operations teams, and engage global teams on local issues.
- Lead collaboration with project teams and colocation partners to test and validate electrical and mechanical systems and coordinate site utility requirements.
- Act as a technical liaison for technical and non-technical teams, applying subject-matter expertise to identify and resolve resiliency, reliability, and availability risks.
- Ensure contractors and vendors deliver quality services and meet SLAs.
- Contribute to quality assurance by creating processes and training less experienced peers.
- Complete complex or ambiguous tasks in line with project requirements and provide guidance to team members on shifting priorities and resources.
- Collaborate across teams to deliver impactful work and support critical objectives, building partnerships based on business, stakeholder, and customer needs.
- Develop and share procedures to resolve routine and non-routine issues, serve as a team escalation point, and review information to troubleshoot complex errors.
- Seek ongoing learning, feedback, and advanced training; build knowledge of tools and current practices.
- Recommend, implement, and share improvements to complex processes, protocols, and workflows.
Benefits
- Medical, dental, and vision insurance, including expert medical opinion
- Short-term and long-term disability insurance
- Life insurance and accidental death and dismemberment (AD&D) insurance
- Supplemental life insurance for employees, spouses, and children
- Health care and dependent care flexible spending accounts
- Pre-tax commuter and parking benefits
- 401(k) savings and investment plan with company match
- Paid time off, including vacation benefits subject to eligibility and work hours
- 11 paid holidays
- Paid sick leave
- Paid parental leave
- Adoption assistance
- Employee Stock Purchase Plan
- Financial planning and group legal benefits
- Voluntary auto, homeowner, and pet insurance
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
