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    Data Center Technician - Douglasville, United States - Insight Global

    Insight Global
    Insight Global Douglasville, United States

    3 weeks ago

    Insight Global background
    Accounting / Finance
    Description

    Must-Have Experience and Qualifications:

    • Minimum 2 years of experience working within IT Support or a trade position
    • Ability to work any shift 24/7
    • Strong Communication and Customer Service Skills

    Nice-to-Have Experience and Qualifications:

    • Experience in a 24/7 production environment
    • Strong troubleshooting skills
    • Solid understanding of Microsoft Software and Operating systems
    • Fundamental knowledge of networking -- Routing, Subnets, Communication protocols
    • Technical aptitude and experience with building management systems, including UPS, generators, HVAC, PDUs, and a working understanding of AC and DC power
    • Working understanding of AC and DC power
    • Familiar with ethernet cable color coding
    • Familiarity with ITIL Incident Response methodology and/or ITIL Foundations certification
    • AA, BS, or actively pursuing and advanced degree in the technology field
    • Network +, Security +, or CCNA, or Microsoft MCP, or MCSA

    Day-to-Day:

    The Data Center Technician II (DCT II) is a 24x7x365, market-based position responsible for providing physical and Level II technical support to customers and resources. A solid understanding of Facilities infrastructure, Windows operating systems, PC troubleshooting and management applications is required. DCT II's must be able to demonstrate the ability to represent the company both professionally and technically during interactions with customers and internal resources in a calm and professional manner.

    Responsibilities:

    Customer Support

    • Provide timely resolution and/or escalation of customer issues.
    • Maintain a professional attitude and conduct while in the performance of the data center duties.
    • Deliver proactive updates to customers and teammates as necessary.
    • Immediately address or escalate service impacting events when notified by monitoring tools.
    • FollowSupport processes and procedures.
    • Execute tape handling procedures for internal and external customers.
    • Perform Customer Service Delivery Audits as requested.
    • Physical device alert review throughout data centers
    • Incident triage and escalation
    • Provide local access and escort for vendors and carriers.
    • Provide and track carrier access for circuit installations.
    • Perform remote hands work for internal and external customers.
    • Flexibility to support 24 / 7 operations with ability to work any shift in a 24x7x365 environment
    • Perform data entry tasks for ongoing infrastructure changes, customer installations. and facility reporting.

    Provisioning

    • Assist and/or complete physical and logical installations of services.
    • Update all relevant and required documentation.
    • Complete assigned workflow tasks in order to provide timely turnaround to customers.
    • Maintain clean and organized customer cabinets, cables, and cages during installation of services.

    Remote Hands Support

    • Perform Software/Hardware Installations.
    • Perform Software Upgrades.
    • Basic Troubleshooting within Microsoft software and operating systems
    • Execute routine maintenance procedures (Customer reports, System Updates, Backup Services).
    • Rack and stack customer or hardware
    • Provides onsite support for hardware and systems as instructed by partner teams.

    Facility Operations

    • Maintain cleanliness of the Data Center and surrounding supporting areas.
    • Perform Datacenter Infrastructure Environmental Monitoring.
    • Perform Customer Infrastructure Environmental Monitoring.
    • Perform Facilities Rounds and escalate pertinent information.
    • Process all in and out bound shipping/receiving for Customer and Deliveries.
    • Operate Badge Access Security System.
    • Immediately report facilities alarms to the local Critical Infrastructure Operations Engineer or Manager.
    • Responsible for initiating escalations for customer impacting/potentially impacting infrastructure/redundancy loss events
    • Assist Critical Infrastructure Manager (CIM) on an as needed basis.
    • Complete End of Shift Reporting.
    • Follow Data Center Policies and Procedures.
    • Stay abreast of new facilities-related information and training updates.
    • Assist with Monthly Generator Test Procedure.
    • Work with local mgmt. to maintain cabling and general usage item inventory levels.

    Training

    • Complete policy and procedure review within scheduled timelines.
    • Maintain proficiency level with the company's Tools and Systems used to deliver support.
    • Perform other duties as required and assigned.
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