Sr Data Center Hardware Technician

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed around the globe.

Job Overview
As an expert Sr Data Center Hardware Technician, you will be working in a Data Center working 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:

• Minimum 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

  
  

Compensation

Estimated Pay Range: Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for ouremployees butis also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.

This position may be assigned to a client that requires all individuals on-site to have the COVID-19 vaccination. The individual must be fully vaccinated before starting work at such a client site.

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