- Provides high quality, consistent, efficient and accurate work for internal and external customer service surrounding the Company values
- Assemble/build hardware to meet client/service order specifications
- Test in-stock hardware to determine functional status
- Run diagnostic suites on Dell, Sun and HP servers
- Build servers using approved OS images via Ghost, Kick-start, or Windows Deployment Services
- Assist in the installation, racking, and cabling of equipment
- Run, terminate, and test cables
- Assist in customer environment set-up, equipment installation, and equipment moves.
- Demonstrate proficiency with operations applications: e-mail, IRC, MS Office, etc.
- Equipment monitoring
- General understanding of TCP/IP principles
- User level experience with at least one server Operating System
- Provide remote hands and eyes support for customer issues/concerns
- General knowledge of computer system hardware setup and troubleshooting skills
- Ability to inspect and troubleshoot issues in and around electrical, mechanical and life safety equipment
- Ability to react to alarms and escalate any and all issues through escalation procedures
- Monitor data center environmental and network systems for alarms and troubleshoot under guidance of Data Center Manager
- Provide security oversight and administration based on company standards through security control program
- Perform routine physical inspections for alarm identification and operational issues based on building and equipment checklists
- Continually learn and train on duties and procedures
- Follow all safety guidelines and best practices
- Proactively manage ticket queue for timely request response and completion
- Shipping and Receiving functions
- Assist Lead Operations Technician and/or Data Center Manager with other facility related tasks
- Other duties/responsibilities as assigned by the Lead Operations Technician or Data Center Manager
- Maintain organization within the build room and stock area.
- Maintain cleanliness of stockroom, NOC and data center.
- Track, organize, and inventory spares.
- Performs 1st level customer service.
- Maintain a presentable appearance.
- Maintain professional communications and attitude with clients and co-workers.
- Document all client requests and conversations via electronic ticketing system.
- Ticket creation, adherence to customer sign-in and authentication procedures.
- 1st level monitoring and reporting of enterprise applications (backups, patching, etc.)
- Conduct customer follow up to ensure customer support requests have been completed to the customer's satisfaction.
- Close completed tickets from the ticketing system.
- Verbal and written communication with Operations staff and other internal and external customers.
- Maintain stock level and other inventory reports.
- Provide written shift reports.
- Associate's degree, or equivalent experience and two years working experience in a customer service/help desk environment and IT-related certifications.
- General knowledge of TCP/IP.
- Through understanding of LAN and WAN technology.
- Previous cabling experience (Copper/Coax/Fiber preferred.)
- Must be able to work around electrical and mechanical equipment to take readings.
- Must demonstrate personal motivation and enthusiasm.
- Values continuous learning and self-improvement.
- Previous customer interaction experience.
- Must possess problem solving abilities for complex problems.
- A detailed base of technical knowledge regarding mainframe and PC hardware, operating systems, networks and communications protocols desired.
- Ability to make decisions with strong processing skills.
- Strong written and verbal communication skills; must communicate effectively and in a professional manner.
- Able to handle multiple tasks, manage priorities, and remain professional at all times.
- Able to identify and resolve issues effectively.
- Must have the ability to distinguish low impact from high impact problems with little direction.
- Able to understand complex solutions and relay effectively to customers.
- Must have a high degree of accuracy and attention to detail.
- Intermediate PC/Internet literacy.
- Previous experience with a ticketing system.
- Must possess strong interpersonal techniques, is positive, pleasant, respectful and customer focused.
- Must have courteous and efficient telephone manner.
- Must be available to work all shifts.
- Adequate professional experience and knowledge to perform Job Responsibilities
- Excellent verbal, written, and interpersonal skills
- Ability to prioritize and organize effectively
- Ability to work on multiple projects simultaneously
- Ability to work both independently and with others
- Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines
- Proficiency in using MS Office Suite and Windows-based computer applications
- Proficiency in Service Now computer application
- Must be able to implement Method of Procedures (MOP) for equipment maintenance
- Experience and knowledge of Windows and Linux based servers
- Ability to differentiate between colors
- Ability to use small hand tools
- Must be able to lift objects over one's head
- Ability to use a ladder to work in elevated areas
- Office environment
- Data center environment - sensitive computer equipment and complex power/cooling systems
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Description
OverviewThe Operations Technician I require basic technical skills and capabilities. The ability to organize technical tasks, as well as the ability to develop a detail oriented technical problem-solving approach. This position requires someone who can identify issues independently and resolve issues with little to no supervision. A strong customer service background and experience dealing with customers is a must.
General assignments will include, but are not limited to:
entry-level technical tasks, cabinet prep, stock handling, racking servers, cable pulling and termination, cleaning, working around HVAC and electrical equipment and organizational tasks.
Responsibilities
