Senior Regional Datacenter Technician

1 month ago

Phoenix, Arizona, United States Microsoft Games Full time
In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day and we need you as a Senior Regional Datacenter Technician (R-SDCT).

Microsoft's Cloud Operations & Innovation (CO+I) is the engine that powers our cloud services. As a CO+I Regional R-SDCT, you will perform a key role in delivering the core infrastructure and foundational technologies for Microsoft's online services including Bing, Office 365, Xbox, OneDrive, and the Microsoft Azure platform. As a group, CO+I is focused on the personal and professional development for all employees and offers trainings and growth opportunities including Career Rotation Programs, Diversity & Inclusion trainings and events, and professional certifications.

Our infrastructure is comprised of a large global portfolio of more than 100 datacenters and 1 million servers. Our foundation is built upon and managed by a team of subject matter experts working to support services for more than 1 billion customers and 20 million businesses in over 90 countries worldwide.

With environmental sustainability and optimization at the forefront of our datacenter design and operations, we continue to grow and evolve as we meet the ever-changing business demands that hold Microsoft as a world-class cloud provider.

Do you want to empower billions across the world? Come and join us in CO+I and be at the forefront of the action

Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees, we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities
  • Data Center Operations
    • Demonstrates expertise in standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and/or decommissioning equipment, as well as a holistic understanding of the functions of, and interactions between, network and server equipment.
    • Proactively shares relevant information to enable efficient workflow and reviews process changes to evaluate impact on service execution and mitigate the impact that changes to their area of work will have on others.
    • Ensures compliance with Data Center Services (DCS) business unit and service-level policies, procedures, and deadlines.
    • Completes assigned tickets efficiently and in alignment with Key Performance Indicators (KPIs) per task type while meeting or exceeding established Service Level Agreements (SLAs).
    • Coordinates and assigns tasks to other technicians and provides direction as needed to ensure work is appropriately prioritized and meets KPI and SLA targets.
    Service Delivery
    • Provides break/fix hardware installation, deployment, and/or replacement across the Americas region
    • Assists with post Ready for Network Install (RNI) activities, such as the installation of core network and assist with bringing up a new datacenter at both new and existing campuses.
    • Performs post-execution quality checks and verifying that grounding, staging, labeling, and cabling are set up in compliance with safety protocols, deployment standards, and planned Network Design Tasks (NDTs).
    • Applies advanced diagnostic and troubleshooting expertise to quickly identify the cause(s) of issues.
    • Decommissions hardware for complex changes and/or systems with complex interactions (e.g., upgrading entire racks) following standard procedures
    • Ensures quality execution as defined by organizational standards, coordinates downtime, and keeps relevant stakeholders informed of work status to minimize downstream rework.
    • Manages third-party vendors both at home datacenter campus and in the Americas Region to assist in completion of special projects.
    • Follows procedures to communicate, report, and escalate incidents to appropriate Microsoft data center operations management units, technician Leads, engineering leads, and Subject Matter Experts.
    Managing Services
    • Exercises judgment and discretion to contribute to issue tracking, follow-up, resolution, and the overall quality of the service.
    • Provides guidance to less experienced technicians around client interaction.
    • Maintains an awareness of Key Performance Indicators (KPIs) through dashboards and/or monthly performance discussions.
    • Demonstrates understanding of cross-functional processes to support partnerships with internal and external stakeholders.
    • Mentors and trains technicians through on-the-job training and by providing direct guidance on specific tasks.
    Data Center Work Environment
    • Attends, conducts, or assists in conducting daily safety briefings, completes required safety training, provides guidance to technicians to facilitate compliance with safety procedures (e.g., equipment use, lifting, electrical hazards, ladder/rolling stair use).
    • Promotes a culture of safety and empowers technicians to take action, speak up, and report safety concerns and/or incidents.
    • Complies with security and data management procedures and policies and completes required security training.
    • Reinforces a positive and effective team environment by sharing information and best practices with others, driving regular team meetings and cross-discipline collaboration, staying apprised of the status of others' work to respond to questions.
    • Coordinates, delegates task, and provides guidance to technicians within an assigned shift to support execution of assigned work by established service and operational level agreements (SLA/OLAs).
    Ownership
    • Has pride and a sense of accountability for the service quality, completeness, and resulting user experience; displays accountability and ownership of the data center facilities; ensures high quality hand-offs of work to other technicians as needed.
    • Learns the client's business and maintains a strong client focus to understand the impact of their work when completing tickets and assigned tasks.
    Other
    • Embody our culture and values .
Qualifications

Required Qualifications:
  • High school diploma, GED, or equivalent and basic knowledge of computer hardware and components AND 2+ years' experience supporting IT equipment or related technology.
Other Requirements:

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:
  • Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
Preferred Qualifications:
  • 1+ year(s) experience working on cross-functional teams and projects.
  • 1+ year(s) experience with new hardware introduction.
  • 1+ year(s) experience creating operational procedures and processes.
  • Associate degree in Computer Science or other field and/or equivalent work experience.
  • 3+ years' experience supporting IT equipment or related technology.
  • 2+ years' experience working in a production, mission-critical 24x7x365 datacenter environment.
  • Applicable certifications: ASICS/Inventory Control, CompTIA (A+, Server+, Network+), Basic Structure Cabling (BSC), Data Center Foundation Certification (DCFC), Microsoft Certified Professional (MCP), Vendor-Specific Network Certifications.
Data Center Technicians ATR-D - The typical base pay range for this role across the U.S. is USD $ $54.76 per hour. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $ $60.96 per hour.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

Microsoft will accept applications for the role until August 26, 2024.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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