US Military and Veteran Senior Data Center Support Services Technician

Oracle•Ashburn, VA

1d•Onsite

About The Position

This role is for a Senior Data Center Support Services Technician, specifically targeting US Military and Veterans. The position involves identifying opportunities for server component replacement or upgrades, validating cabling and network connectivity, and monitoring work in a ticketing environment. The technician will mentor less experienced staff, implement technical solutions, and train others on advanced fix and repair techniques. A key aspect of the role is acting as a technical liaison between technical and non-technical teams to resolve risks related to resiliency, reliability, and availability. This is a 24/7/365 on-site position requiring shift work, including nights, weekends, and holidays, with occasional travel. It also requires consent to biometric data processing for identity verification and access control.

Requirements

Knowledge of server/storage/network hardware systems and components.
Excellent time management skills.
Detail-oriented with excellent organizational skills.
Be a good team player.
Strong interest in learning new DC concepts and technology.
Dependable and trustworthy.
Able to work alone and as part of a team.
Must be able to lift up to 50 lbs.
Able to climb a 9 ft ladder.
Strong verbal and written communication skills.
Shift schedule that rotates, including nights, weekends, and holidays.
IT Hardware Concepts knowledge (RAID, Linux/Unix, CLI, etc.).
Good computer skills.
Able to stand and walk for extended periods of time.
Able to work 10-12 hour shifts.
5 years of experience in client-facing, direct customer support and service, data center, or related field experience OR High School Diploma, General Educational Development, or equivalent AND 4 years of experience in client-facing, direct customer support and service, data center, or related field experience OR Associate Degree in Computer Science, Information Technology, Data Center Operations or related field AND 3 years of experience in client-facing, direct customer support and service, data center, or related field experience.
Technical Leadership: Demonstrated ability to provide technical leadership and mentoring on complex projects.
Incident Management and Response: Demonstrated ability to respond to and resolve incidents quickly to maintain business continuity.
Cross-Functional/Team Collaboration: Demonstrated ability to collaborate across teams and regions to achieve shared business goals.
IT Infrastructure/Server Trouble Shooting Experience: 3 years of experience in IT infrastructure, data center services, or server administration.

Nice To Haves

Any experience with mainstream ticketing systems is a plus.
Willing to travel as required.
Client experience is preferred.
5 years of experience in client-facing, direct customer support and service, data center, or related field experience OR High School Diploma, General Educational Development, or equivalent AND 4 years of experience in client-facing, direct customer support and service, data center, or related field experience OR Associate Degree in Computer Science, Information Technology, Data Center Operations or related field AND 3 years of experience in client-facing, direct customer support and service, data center, or related field experience.
Cloud Environment (Hyperscale) Experience: 3 years of experience in hyperscale cloud environments.
Data Center or Cloud Industry Certifications.

Responsibilities

Identifies opportunities for server component replacement or upgrades.
Validates cabling, checking network environment build and connectivity.
Monitors and assigns work in a ticketing environment.
Mentors less experienced technicians.
Implements technical solutions.
Trains advanced fix and repair techniques.
Adheres to Standard Operating Procedures (SOPs) and Method of Procedures (MOPs) for operational Data Center Change Control processes.
Acts as a technical liaison for technical and non-technical teams.
Provides subject matter expertise to identify and resolve resiliency, reliability, and and availability risks.
Guides and coaches less experienced technicians on best practices for power distribution units and/or replacement hardware.
Removes and troubleshoots hardware without disturbing critical infrastructure.
Guides and instructs less experienced technicians on best practices for implementing network communications and solutions.
Signs off on client configurations within environments.
Verifies that devices are connected and error-free.
Monitors and assigns work in ticketing environment, mentoring less experienced technicians or implementing technical solutions to enhance and/or troubleshoot the system within Service Level Agreements (SLAs).
Identifies and escalates trends, and documents steps or resolutions involved in maintaining the environments.
Oversees adherence to all established Standard Operating Procedures (SOPs)/Maintenance Operation Protocols (MOPs) when performing tasks.
Ensures all work stays in sync with site rules, colocation vendor rules, and signs-off within a data center and/or customer site environments.
Upholds and ensures established security procedures, considering applicable local regulations.
Conducts functional testing of security.
Ensures compliance with health and safety guidelines during on-site work.
Identifies repeating problems or trends, escalating issues to senior peers and/or external experts, operations team, and engaging global team about local issues.
Analyzes issues for repeating problems or trends, escalating identified issues to external experts and operations team, and engaging global team about local issues.
Leads collaboration efforts with project teams/colocation partners to properly test and validate the installation, operation, and performance of electrical/mechanical systems and coordinate site utility requirements.
Ensures contractors and vendors deliver quality services and that all SLAs are being met.
Contributes to quality assurance through process creation and training of less experienced peers.
Completes complex and/or ambiguous tasks in accordance with project requirements, with limited instructions.
Provides guidance to team members on shifting priorities and resources according to team needs.
Collaborates across teams to lead the delivery of impactful work and provide support for critical team objectives.
Leverages advanced understanding of business, stakeholder, and/or customer needs to build partnerships within and outside of team.
Develops and shares procedures to identify and resolve routine or non-routine issues, serving as an escalation point for the team.
Collects and reviews data and/or information to troubleshoot complex errors.
Embraces continuous learning by actively seeking to build knowledge and learning new skills and/or tools and staying current with trends and best practices in one's field.
Seeks out and leverages feedback and advanced training to improve skills.
Recommends, implements, and shares improvements to improve the efficiency and effectiveness of complex processes, protocols, and workflows.

Benefits

Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance