Operations Technician I

3 weeks ago

Oklahoma City, United States Tierpoint Full time

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 quality 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.
* 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.
* 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 all issues.
* Perform regular facility security and operational walk-throughs for issue identification, reporting and documentation.
* Be available to work shifts as needed and asked.
* Others as assigned.

Organizational Skills

* Maintain organization within the build room and stock area.
* Maintain cleanliness of data center and office spaces.
* Track, organize, and inventory spares.

Customer Skills

* 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 data center services.
* Conduct customer follow up to ensure customer support requests have been completed to the customer's satisfaction.
* Close completed tickets from the ticketing system.

Communication Skills

* Verbal and written communication with Operations staff and other internal and external customers.
* Maintain stock level and other inventory reports.
* Provide written shift reports.

Qualifications

* Associates degree, or equivalent experience and two years working experience in a customer service/help desk environment and IT-related certifications; or bachelor's degree.
* General knowledge of TCP/IP.
* 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.

Preferred Experience

* Prior 1-3 years' experience particularly in the data center industry

Working Conditions

* Office environment

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