Technician I

Digital Realty•Phoenix, AZ

About The Position

The Remote Hands Technician I provides customer and technical support to Digital Realty customers, responding to customer requests within the applicable service-level agreement timeframe. The role supports customer needs such as equipment racking and stacking, cabling, and cross connects, while coordinating with internal teams to help ensure installations meet delivery dates and provide a positive customer experience. The technician also assists the Operations Team in maintaining customer uptime. The position performs a range of data center remote-hands services, including equipment installation, cabling, troubleshooting, power cycling, equipment migrations, cross-connect installation and testing, shipping and receiving, and inventory and documentation tasks. It also involves providing timely updates through a computer-based ticketing system, following standard operating procedures, and maintaining data center cleanliness. Flexible shift schedules and rotational on-call coverage are required.

Requirements

At least 1 year of experience in a telecommunications or IT-related field.
Basic understanding of telecommunications structured cabling standards.
Understanding of network device deployment.
Ability to communicate effectively in writing and verbally.
Ability to work flexible shift schedules.
Ability to provide rotational on-call coverage.
Knowledge of Telcordia installation standards.
General knowledge of AC/DC electrical theory.
Understanding of Building Management Systems (BMS) and Branch Circuit Monitoring Systems (BCMS).
Knowledge of inventory control.
Effective organizational skills and attention to detail.
Strong analytical skills.
Knowledge of Microsoft Office Suite applications, including Access, PowerPoint, Word, Outlook, and Explorer, or equivalents.

Responsibilities

Perform Remote Hands services tracked through the Digital Realty ticketing system.
Rack and stack equipment.
Cable, terminate, and dress fiber or copper network cabling.
Assist customers with diagnosing hardware and software issues on their equipment.
Power cycle customer equipment.
Perform cabinet and cage audits.
Install or remove blades/cards, memory, hard drives, and transceivers.
Test and troubleshoot copper and fiber-optic circuits.
Assist with migrations of equipment, power, or networking devices.
Ship and receive packages.
Receive, install, and test customer and internal copper and fiber-optic cross connects.
Use power and hand tools to perform work.
Provide timely customer and internal updates through a computer-based ticketing system.
Assist with documentation and inventory verification and counts.
Adhere to Standard Operating Procedures.
Maintain overall data center cleanliness and appearance.
Work flexible shift schedules and provide rotational on-call coverage.
Coordinate with Deployment and Implementation, Global Command Center, Provisioning, and Project Management teams to help meet installation delivery dates and support a positive customer experience.
Assist other Operations Team members to support customer uptime.