Operations Technician I

Overview

The 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

• 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

Qualifications

• 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.

Working Conditions

• Data center environment – sensitive computer equipment and complex power/cooling systems