US Military and Veteran Senior Data Center Support Services Technician

Oracle•Ashburn, VA

20h•$57,500 - $118,200•Onsite

About The Position

This is a 24/7/365 position on-site that requires a Senior Data Center Support Services Technician. The role involves identifying opportunities for server component upgrades, validating network connectivity, monitoring and assigning work in a ticketing system, and mentoring less experienced technicians. The technician will train advanced fix and repair techniques, adhere to standard operating procedures (SOPs) and method of procedures (MOPs) for data center change control, and act as a technical liaison for various teams to resolve risks related to resiliency, reliability, and availability. The position requires the ability to work a rotating shift schedule including nights, weekends, and holidays, with occasional travel. Consent to the processing of biometric data for identity verification and access control is also required.

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. Includes 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.
Willing to travel as required.
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.
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.
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.
3 years of experience in hyperscale cloud environments.
Data Center or Cloud Industry Certifications.

Responsibilities

Identifies opportunities for server component upgrades and replacements.
Validates cabling, network environment build, and connectivity.
Monitors and assigns work in a ticketing environment.
Mentors less experienced technicians.
Trains advanced fix and repair techniques aligned with corporate objectives.
Adheres to SOPs and 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 availability risks.
Guides and coaches less experienced technicians on best practices for hardware maintenance and replacement.
Guides and instructs less experienced technicians on best practices for implementing network communications and solutions.
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).
Oversees adherence to all established Standard Operating Procedures (SOPs)/Maintenance Operation Protocols (MOPs) when performing tasks.
Upholds and ensures established security procedures, considering applicable local regulations.
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.
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.
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
Paid time off: 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
Paid sick leave: 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