Data Center Technician Jobs

About The Position

Requirements

• High school diploma, GED, or equivalent and basic knowledge of computer hardware and components AND 3+ years experience supporting IT equipment or related technology or related experience working with teams
• 1+ year(s) experience directing, supervising, or managing others or leading a project.
• Ability to meet Microsoft, customer and/or government security screening requirements are required for this role.
• This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Nice To Haves

• Ability to work 12 hour shift assignments during non-standard business hours that may include evening, nighttime, weekends, and/or holidays.
• Associate's degree in Computer Science or related field AND 6+ years experience supporting IT equipment or related technology
• Bachelor's degree in Computer Science or related field AND 5+ years experience supporting IT equipment or related technology
• 3+ years experience working in a production, mission-critical 24x7x365 datacenter environment.
• Applicable certifications: Information Technology Infrastructure Library (ITIL) Foundation, ASICS/Inventory Control, CompTIA (A+, Server+, Network+), Basic Structure Cabling (BSC), Certified Data Center Professional (CDCP), Microsoft Certified Professional (MCP), Six Sigma Green Belt).
• 2+ years experience leading a diverse team.

Responsibilities

• Lead a team of technicians, providing expert guidance on performing hardware deployments, diagnostics on equipment, and hardware decommissions.
• Support technician performance, prioritizing technician tasks while monitoring Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• Model leadership principles, provide training to technicians, and accelerate career growth.
• Deliver success through empowerment and accountability by modeling, coaching, and caring.
• Live our culture; Embody our values; Practice our leadership principles.
• Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
• Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.
• Encourage the sharing of expertise in and provide guidance on standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and decommissioning IT datacenter technology(ies) and equipment.
• Encourage the sharing of expertise and provide guidance on the functions of, and interactions between cabling infrastructure, network, server, and storage equipment.
• Develop awareness of Information Technology Infrastructure Library (ITIL) Foundation components: Incident Management and Change Management.
• Advise on and review suggested modifications to process and procedures to manage changes and drive improvement in service quality and/or efficiency.
• Proactively investigate, evaluate, and analyze changes.
• Review Process Change Notifications (PCNs) to evaluate impact on service execution and share relevant information about change with stakeholders.
• Encourage technicians to ask questions, resolve others' questions, and provide feedback on process changes.
• Provide guidance on, and hold a team of technicians accountable for compliance with Data Center business unit policies, procedures, and deadlines.
• Proactively review and provide feedback regarding Data Center business unit policies, procedures, and deadlines.
• Resolve issues related to compliance or operational assurance activities.
• Provide input on improvement plan components for service delivery gaps or challenges.
• Ensure a team of technicians can complete assigned tickets efficiently and in alignment with relevant Key Performance Indicators (KPIs) per task type.
• Support escalation of challenging or complex tickets to internal business partners and summarize relevant issues for communication to direct-line management.
• Coordinate and assign tasks to technicians, and/or provide input or coordination for ticket assignment automation.
• Monitor progress of tickets assigned to teams of technicians and adjust where necessary to meet established Key Performance Indicators (KPIs).
• Analyze data related to technicians' performance on tickets and share with direct-line management.
• Coordinate training packages for technicians on procedures for installation, deployment, upgrade, refresh, simple change, decommission and/or replacement of infrastructure cabling, network, storage, or server equipment.
• Provide guidance to technicians for developing an effective execution order of assigned tasks and ensure technicians have access to tools and/or supplies.
• Investigate root causes of issues that may have negatively impacted ticket Key Performance Indicators (KPIs) and take proactive corrective action.
• Evaluate procedures for performing quality checks to ensure they align with compliance standards and process adherence.
• Perform post-execution verification of grounding, staging, labeling, and cabling to ensure alignment with safety protocols, deployment standards, and Network Design Templates (NDTs).
• Identify errors in deployment standards or Network Design Templates (NDTs) and coordinate directly with internal business partners, technologists, or subject matter experts (SMEs) to develop corrections.
• Evaluate diagnostic and troubleshooting processes and suggest improvements.
• Maintain advanced awareness of conditions, circumstances, and scenarios which may reflect significant customer or business impact within the Data Center environment, and escalate observations of imminent incident risks or potential situations immediately to direct-line management.
• Follow procedures to immediately engage Designated Responsible Individuals (DRIs) for appropriate communication, reporting, and incident management of data center technical or safety related incidents.
• Participate in bridge calls to provide details on incident status and execute on-site follow-up actions as directed.
• Leverage learnings to contribute to the improvement of quality of service and support.
• Verify compliance with standards and procedure for data-bearing devices (DBDs) destruction and/or confirm identification of such devices for eradication or destruction.
• Create schedules for shift-based technicians to ensure positioning and availability to execute work as defined by organizational standards.
• Negotiate with internal team colleagues to organize project timelines, with guidance from direct-line management and appropriate notification to stakeholders.
• Manage assigned projects or programs to meet service delivery objectives.
• Participate in pilot programs or task forces to ensure smooth implementation for future service delivery.
• Proactively review schedules and avoid conflicts when possible.
• Identify, coordinate, manage expectations, and offer alternatives when defining technical solutions in light of ongoing operations and procedures.
• Exercise judgment and discretion to contribute to issue tracking related to follow-up and resolution to overall quality of service escalations and/or proactive initiatives.
• Maintain responsibility for client and technician team interactions for escalations and/or engagements between them and other internal business partners.
• Collect and review appropriate Key Performance Indicators (KPIs) for their team to support line of business and/or business intelligence analysis.
• Share feedback from reviews with technicians to drive improvement in meeting KPI expectations and share learnings from reviews with direct-line management.
• Partner with internal and external stakeholders to manage the removal of risks to personnel and/or resource availability, performance, and compliance.
• Identify and assign required training as applicable across all technician job focus areas and workloads along with Personnel Management training.
• Validate completion of assigned training by team members.
• Complete additional or supplemental training to obtain or maintain relevant industry or technical certifications and advise their team on relevant certifications.
• Conduct daily safety briefings, ensuring team members attend, and/or participate in onsite safety committees.
• Complete required Environmental & Health Safety (EHS) training, ensure technicians comply with EHS training completion requirements and safety procedures.
• Adhere to and promote a culture of safety, empowering technician teams to report and/or take proactive action regarding safety concerns, near-misses, and/or incidents.
• Participate in the regular cadence of proactive safety observation reporting processes and systems and follow up with team members.
• Complete required security and data management training, ensure technicians completion of applicable training, and maintain accountability for technician compliance with security and data management procedures/policies.
• Ensure that policies and procedures securing physical access to the data center or network site environment(s) are appropriately enforced.
• Escort third party vendors or IT support on-premises at data centers or network sites.
• Appropriately take action and report physical security access concerns and/or incidents, and gather information about such events reported by their team.
• Participate in identifying the root cause of any physical security access violations and manage corrective actions and escalations related to technician violations.
• Promote a positive and effective team environment by modeling best practices, leading regular team meetings, cross-discipline collaborations, and monitoring the status of work.
• Provide, respond to, and encourage providing feedback regarding ways to work more effectively or enhance efficiency within their team and adopt best practices.
• Embody our culture and values.