H5 Data Center Support Technician

Job Description

Join an exciting and entrepreneurial carrier-neutral data center company! We are looking for excellent candidates to join our company as a Facility Technician and continue our tradition of 100% uptime.

Position Summary A core member of our IT support team operating primarily in customer datacenters working 12 hour shifts on a quarterly rotation between days and nights

Essential Duties & Responsibilities

• Provides hands-on support for incident resolution and service requests involving employees with technical problems and information technology issues (server, network, storage, and infrastructure services)
• Maintain contractual relationships with H5 external partners and internal teams to develop and implement sourcing strategies in support of the long-range vision
• Works on complex assignments where judgment is required in resolving problems and making routine recommendations
• Follows defined processes for workflow and recognizes when deviation from accepted practice is required
• Normally receives no instruction on routine work; routine work proceeds from ticketing queue
• Works on additional tasks as assigned
• Works well with customers and peers within functional areas
• Monitors service and incident requests, via queue, and work tickets as appropriate
• Coordinates and schedules service with customers
• Follows IT standards and policies for workflow
• Provides Hardware Break/Fix solutions for datacenter assets
• Engages vendors for onsite repair where applicable
• Racks equipment including; servers, switches, storage arrays, etc.
• Routes and installs patch cabling for equipment in datacenter
• Implements and test solutions provided by engineering teams
• Provides backup remote support where applicable
• Acts with understanding that actions and decisions have an impact on Customer's business
• Participates in formal on the job training in topics on the relevant technology

Deliverables

• Completion of routine service and incident requests within Service Level Objectives
• Solutions / work-arounds to service requests for known and new problems and incidents within documented Service Level Agreements (SLA's).
• Clear and professional verbal and written communication to customers and management including logged updates of work performed on service and incident requests
• Documentation for new and existing changes to current processes
• Asset information and configuration documentation
• Inventory and supplies information
• Technical escalation documentation and tracking
• Test results and input to research on new tools and software for internal support
• Input and recommendations to support team efforts
• Handoffs to, and from, adjoining shifts for continuation of work around the clock

Qualifications

• Associates degree or relevant equivalent experience
• Working knowledge of customer service standards and procedures
• Working knowledge of a wide range of computer systems software, applications, hardware, and communications
• Working knowledge of Intel based computing hardware and related equipment (HP, Dell, SuperMicro)
• Working knowledge and troubleshooting techniques of relevant OS (Windows Server, Linux, MAC) and associated infrastructure services
• Basic understanding of network, telephony and related equipment (Cisco, Juniper, F5)
• Working knowledge of workforce and business applications (Mpulse, Office, BMS, HTML)
• Working knowledge of hardware and software installation procedures and techniques
• Working knowledge of and understanding of basic networking fundamentals
• Advanced knowledge of industry datacenter standards

Please email info@h5datacenters.com for more information.