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Field Technical Support Rep-2

2 months ago

Plano, United States eTeam Full time
Shift timings: First 2 weeks training Monday thru Friday 9am to 5pm, post training - Wed: 10 AM to 2 PM, Thursday, Friday, and Saturday 6am to 6pm.

Requirements :
  • Strong organizational and communication skills (written and verbal).
  • Proficient in Excel, Power Point, Exchange, SharePoint, Teams, Visio, and Microsoft
  • nalysis, problem-solving, organizational, team building, conflict management
  • bility to lift 50 pounds.
  • bility to work in rotational shifts including day/nights including weekends and holidays as required.
  • bility to stand for extended durations.
  • bility to utilize a pallet jack/forklift.
  • Familiarity with IT equipment including servers, network switches, storage, and cabinets.
  • Solid working knowledge of data center environments and infrastructure, network and telecommunications protocols and platforms, and disaster recovery

Job Description:
General Services
  • Escorting of vendors and customers
    • Perform escorting of and non- personnel, vendors, and customers within all secured spaces and data center white spaces per security policies.
    • Provide technical oversight of activities performed during escorting activities to ensure that all technical components are performed in accordance with the approved Change or Incident record.
  • Communication
    • Interface with requestors via phone call, instant messaging, email, and other interface tools.
    • Join and participate in technical change reviews and incident troubleshooting calls as well as web sessions between delivery teams and customers.
    • Communicate in English both written and verbal
    • Provide escalation and ongoing communication to Leadership and Site Leads per the notification path provided by for incidents and outages causing significant impact to , 's customers, or the data center.
    • Provide escalation and ongoing communication to Leadership and Site Leads per the notification path provided by for any failed or missed changes, and/or incidents that are a result of actions taken or lack of actions taken by the supplier personnel.
  • Site Access
    • Review data center access requests to ensure compliance to processes
    • Review, approve, and execute site access requests according to processes and procedures
    • Interface with supplementary service providers, Vendors, and Telco providers
    • Perform vetting processes of visitors in accordance to Security policies.
  • Documentation and Reporting
    • Create and maintain documentation related to site specific activities performed including processes and procedures.
    • Provide Ad Hoc reporting as needed
    • Support current and future projects related to new tools, processes and procedures implemented by .
    • Maintain a daily turnover log of all interactions and work completed.
    • Track all work being always performed in the secured spaces.
  • Basic data center planning
    • Support Data Center IT equipment installation and removal planning activities.
    • Participate in planning of data center space and layout for new device installations, removals, and cabling infrastructure builds
    • Complete and return to Hardware Planning Site Inspection forms as requested for equipment assignments and removals.
  • Service Management
    • Support Service Management process and procedures including performing activities in the designated tools and ticketing systems.
    • Prior to approving and performing any planned change work, ensure that a pre-validation and inspections are performed to ensure the work can be completed successfully.
    • fter completing work and prior to notifying the requestor/closing the ticket, perform post-validation of all planned change work to ensure that work was completed in accordance with the request and Site standards.
    • Provide a completed root cause analysis report with remediation actions for incidents resulting from a failed task or preventable event in accordance with standards and service level targets of this SOW.
    • Perform ITIL level activities related to Incident, Problem and Change
      • Review requests in tools and ticketing systems
      • Contribute to the creation of tickets and content in Tools and ticketing systems
      • ttend planning meetings to prepare for planned activity windows
      • pprove requests in tools and ticketing systems
      • Record activities performed in tools and ticketing systems
      • Mark requests complete in tools and ticketing systems
      • Perform problem and root cause activities related to facilities incidents
Inventory Management Services
  • Inventory Management Tracking
    • Perform physical inspection and collection of information related to IT equipment within the data center white spaces, storage rooms, loading docks, and other locations onsite in the facilities as documented within this SOW.
    • ffix provided barcode and other tags to all devices and items located within the data center.
    • Perform scheduled periodic/random scans and inventory of equipment per supplied lists from inventory tool.
    • Ensure every device, item, and storage items are physically validated and verified every 12 months.
    • Collect information related to all equipment onsite for entry into database, including but not limited to: Device manufacturer, make, model, client, serial number, device name, floor location, power information, power strips, RU location, cable information, billing codes, etc.
    • Enter information related to devices, materials and cables into database, in accordance with standards.
    • Ensure accuracy of all data collected, entered, and stored within provided tools.
    • Complete monthly audits as initiated by the tool and mark updates within the tool.
    • Support and participate in SOXA and Asset Inventory
    • Perform physical validation of and Client assets onsite at the data center when requested.
    • Execute queries and provide inventory extracts from tools when requested.
  • Shipping/Receiving and Loading Dock
    • Perform shipping/receiving functions including, but not limited to: receipt and shipping at facility loading dock or other facility entrance, packing/unpacking of materials, movement of materials and equipment to/from data floor or storage location.
    • Track and enter data related to all packages and shipments received and shipped from the facility in the designated tools.
    • Notify requestors of deliveries and provide scanned copies of documents as requested.
    • Store/file physical Bill of Lading, Bill of Materials, Property Removal Forms and other physical evidence of shipping and receiving activities in accordance with Standards.
    • Perform an annual inventory of all packages stored onsite and complete true up to receiving tracking database.
    • Perform shipping functions including, but not limited to: inventorying, scheduling, packaging, forms completion, notification, tracking and other coordination of all IT equipment that leaves the data center property.
    • Ensure that all items removed from the physical location have the proper authorization and have a completed Property Removal Form.
    • Maintain the storage spaces in an orderly fashion with all materials being tracked in accordance with standard processes.
    • Work with the Data Center Manager to execute returns of packages stored onsite long term outside of standards.
    • Process RMAs as requested by , Vendors, and Customers.
    • Perform reporting as requested.
Media Administration Services
  • Physical Media Activities
    • Mount/dismount of media
    • Filing and cataloging of media
    • Scanning of media
    • Shipping/Receiving of media and peripherals
    • Inventorying of media and media related equipment
    • Tracking of media and media related equipment
    • Labeling of media and media related equipment
    • Initializing of media and media related equipment
    • Track onsite spares/scratch levels and report low volumes
    • Recording of all media movements, shipping activities, destructions, and offsite vaulting activities within provided tools.
    • Enforcement of all documented policies and processes related to Media Management.
    • Perform all activities to prepare and package media for offsite vaulting
    • Perform all activities to receive media from offsite vaulting provide and perform appropriate filing
    • Execute commands on system consoles to perform standard daily tasks (mount, unmount, silo eject, etc.)
    • Use of tools and processes related to Media
Hands & Eyes Services
  • Installation and Removal of IT equipment
    • Physical power down of equipment in accordance with 4-eyes process
    • Install and remove cabinets and racks in the data center
    • Perform activities to ground cabinets according to site processes
    • Dispose of all packing material and waste appropriately
    • ct as the POC and approve/coordinate tickets to add or remove equipment from the data center
    • Move equipment, racks, devices, and materials between physical locations in the same building
  • Basic device configuration and OS Loads
    • Install software CDs and DVDs
    • Install, connect, and/or move USB devices
  • Device Validation
    • Visual inspection of devices as requested
    • Serial number validation
    • Device Inventory capabilities and physical comparison to inventory lists
  • Basic troubleshooting and repair of IT equipment failures
    • Power on/power off devices in accordance with 4-Eyes process
    • Relay LCD readouts
    • Reset Remote Management connection ID's and Passwords
    • Reseat cables in accordance with 4Eyes process
    • General Troubleshooting and visual verification to assist remote troubleshooting efforts
    • Test and troubleshoot problems
    • Check power connections
    • Provide feedback on console display (e.g. stop errors, blue screen, etc.)
    • ssist with disaster recovery activities in the event of a complete system failure
    • ssist with recovery of data center and equipment related to planned and unplanned power interruptions
    • Identify and report audible errors and system failures
    • Install and connect crash cart and/or other KVM device
    • ttend conference calls for troubleshooting and recovery of client environments related to a reported client impacting incident
Cabling Services
Patch management (installation, removal, management, troubleshooting)
  • Cable Installation and Planning
    • Physical installation and removal of patch cabling, and cabling components, and related material
    • Connect communication copper and fiber cables between installed IT equipment
    • Ensure that all links and communication cables have been tested, labeled, connected, and documented according to standards
    • Test all cable pathways end to end before completion of change or incident records in accordance with standards
    • Identify unused system connections and work with system owners to remove
  • Cable Disconnect and removal
    • Physical removal of patch cabling, cabling components, cable infrastructure and related material.
    • Removal of unused cable and cable components from racks, conduits and data center subfloor
    • Disconnect cables from ports in accordance with 4-Eyes process.
  • Device Validation
    • Perform visual inspection of equipment as requested to provide with information regarding cabling, port availability, and network connections
    • Document cable connections and server backplane connections as requested
    • Perform cable inventory as requested
  • Cable troubleshooting and repair
    • Troubleshoot and repair system connections as needed
    • Test all types of cables - Copper, fiber (MM/SM), dark fiber, DWDM, MPO, etc.
    • Replace cables in accordance with 4Eyes processes
    • Check network connections
    • Trace cables
    • Clean and polish fiber ends
  • Documentation
    • ccurately track, record, and maintain documentation related to cabling in designated tools and manual processes
  • Creation of cable material BOMs
    • Work with and 's vendors to obtain quotes of materials needed to complete buildouts and installations including but not limited to: Cables and cabling material, cabinets, cable tray, labels, cable ties, etc.
    • Provide with quotes from approved vendors to purchase necessary materials to complete projects