Sr Data Center Hardware Technician

3 weeks ago

Puyallup, United States Milestone Technologies Full time

As an expert Sr Data Center Hardware Technician, you will be working in a Data Centerworking alongside a team of Data Center Hardware Technicians in support of the Technical Operations Manager and Customer Stakeholders (Operations Manager and Engagement Manager). You will work onsite Monday through Friday 8:00am to 5:00pm (local time) performing installs, troubleshooting, and infrastructure maintenance. As the Sr Data Center Hardware Technician, you are the Subject Matter Expert and are expected to possess expert level competency and experience working in Data Centers, with Servers and related knowledge. Additionally, you are expected to possess people management skills and handle day-to-day technical tasks assigned to the team. You will also serve as the immediate escalation point for data center technicians.

How You Will Make an Impact:

  • Support a fleet of servers and data centers for a prominent customer
  • Achieving goals by fostering an environment of responsibility and empowerment, leading by example, providing support, and nurturing a constructive and efficient team atmosphere.
  • Foster team development through coaching and training.
  • Offer direction on and enforce adherence to customer policies, procedures, timelines, and changes in service, holding the team accountable.
  • Ensure that technicians are adequately trained on protocols for setup, deployment, substitution, and post-implementation quality assurance procedures.
  • Administer quality assessments in a timely manner and offer constructive feedback to the technicians.
  • Provide technical escalation and problem-resolution support for technicians.
  • Assist in ticket troubleshooting resolution.
  • Raise concerns via suitable routes and monitor issue resolution, disseminating related knowledge with pertinent teams.
  • Analyze data to diagnose systemic issues.
  • Assess procedural changes to determine their effect on service delivery and communicate relevant information about these changes to the Operations Manager.
  • Promote adherence to all safety protocols (such as using Personal Protective Equipment PPE, equipment handling, lift operation, electrical hazards, ladder/rolling stairs usage).
  • Foster a safety-conscious culture, encouraging technicians to take initiative, voice concerns, and report safety incidents or potential risks.
  • Demonstrate pride and a sense of responsibility for the standard of service, its thoroughness, and the resultant customer experience, showing dedication and ownership of the data center facilities.
  • Provides input and suggestions for improving operational performance and efficiency in the local environment.
  • Participate in the screening and selection of the most qualified technicians with the best technical capabilities and cultural fit then make hire recommendations.
  • Participate in the onboarding and training of all new hires.
  • Collaborate and share best practices with adjacent Data Center leads in other locations (drive increased teamwork and consistency across regions).
  • Provide support with device/system configuration.
  • Assist Leads in assigning service tickets to technicians to maximize utilization and deliver quality work completion
  • Coach technicians using expert knowledge to perform quality repair on servers and other data center equipment
  • Own challenging tickets in troubleshooting to provide appropriate problem resolution
  • Creation and QC of SOPs/MOPs for data center changes and procedures.
  • Contribute to SOPs and manual updates as part of central knowledge management database upkeep.
  • Update inventory information as specified in the process and directives
  • Work with the Logistics/Inventory Specialists, Technical Operations Manager, and Engagement Manager regarding critical spare consumption levels and escalations of spare management risks.
  • Lead in training for new processes and take ownership of training newly hired technicians
  • Ensure compliance with the identified process to maintain an organized and tidy work environment
  • Follow the '5S Pillars' methodology (Sort, Set in Order, Shine, Standardize, and Sustain) for organizing, cleaning, developing, and sustaining a productive work environment
  • Maintain an efficient, orderly hardware operation within the data center
  • Ensure compliance with environmental health and safety standards within the data center
  • Service Quality: Training, Safety, Service Reporting, and Compliance.
  • Provide cross-functional communication with other technical operations groups.
  • Ensure compliance with administrative directives
  • Perform other tasks as directed by management


What you will need to Succeed:
  • 3years of hands-on computer/server hardware break-fix experience in a data center environment
  • Advanced knowledge of computer applications
  • Advanced knowledge of service management or ticketing system
  • Effective communication and listening skills, written and verbal fluency in English
  • Excellent customer service mindset willing to meet and exceed customer expectations
  • Self-motivated, professional and high level of attention to detail
  • Driven, self-motivated to continuously improve
  • Eager to learn and fast learner
  • Willingness to adapt to different learning styles in training new technicians
  • Adaptable, able to work independently and a proactive team-player
  • Able to work well in isolation and on repetitive tasks
  • Capable of multitasking with high level of attention to detail
  • Able to mentor and train peers
  • Able to safely lift and move a minimum of fifty (50) pounds
  • Knowledge of computer applications preferably with Slack, Teams, Jira, Google Workspace, and Microsoft Office Products
Preferred Qualifications:
  • College degree or equivalent in a technology related field a plus

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