Data Center Operations Technician II

2 weeks ago

SLC Downtown UT United States Flexential Full time
Job Summary

We are seeking a highly skilled Data Center Operations Technician II to join our team at Flexential. As a Data Center Operations Technician II, you will be responsible for providing physical and Level II technical support to our customers and resources in a 24x7x365 environment.

Key Responsibilities
  • Customer Support
    • Provide timely resolution and/or escalation of customer issues.
    • Maintain a professional attitude and conduct while in the performance of data center duties.
    • Deliver proactive updates to customers and teammates as necessary.
    • Immediately address or escalate service impacting events when notified by Flexential monitoring tools.
    • Follow Flexential Support processes and procedures.
    • Execute tape handling procedures for internal and external customers.
    • Perform Customer "Service Delivery Reviews" and Audits.
    • Physical device alert review throughout data centers.
    • Incident triage and escalation.
    • Provide local access and escort for vendors and carriers.
    • Provide and track carrier access for circuit installations.
    • Perform remote hands work for internal and external customers.
    • Flexibility to support 24/7 operations with ability to work any shift in a 24x7x365 environment.
    • Perform data entry tasks for ongoing infrastructure changes, customer installations, and facility reporting.
  • Provisioning
    • Assist and/or complete physical and logical installations of Flexential services.
    • Update all relevant and required documentation.
    • Complete assigned workflow tasks in order to provide timely turnaround to customers.
    • Maintain clean and organized customer cabinets, cables, and cages during installation of Flexential services.
  • System Administrator Operations
    • Perform Software Installations.
    • Perform Software Upgrades.
    • Basic Troubleshooting within Microsoft and operating systems.
    • Execute routine maintenance procedures (Customer reports, System Updates, Backup Services).
    • 2nd level backup remediation for market customers.
    • Assist TAA III/TACS with SDA data collection and analysis.
    • Take ownership of technical issues, and working with customer, partners, and internal departments to resolve problems.
    • Document troubleshooting and problem resolution steps.
    • Provides onsite support for Flexential hardware and systems as instructed by partner teams.
  • Facility Operations
    • Maintain cleanliness of the Data Center and surrounding supporting areas.
    • Perform Datacenter Infrastructure Environmental Monitoring.
    • Perform Customer Infrastructure Environmental Monitoring.
    • Perform Facilities Rounds and escalate pertinent information.
    • Process all in and out bound shipping/receiving for Customer and Flexential Deliveries.
    • Operate Badge Access Security System.
    • Immediately report facilities alarms to the local Facilities Operations Engineer.
    • Responsible for initiating escalations for customer impacting/potentially impacting infrastructure/redundancy loss events.
    • Assist Critical Infrastructure Manager (CIM) on an as needed basis.
    • Complete End of Shift Reporting.
    • Follow Flexential Data Center Policies and Procedures.
    • Stay abreast of new facilities-related information and training updates.
    • Run Monthly Generator Test Procedure.
    • Work with local mgmt. to maintain cabling and general usage item inventory levels.
  • Training
    • Maintain Data Center Academy Completion.
    • Complete policy and procedure review within scheduled timelines.
    • Maintain proficiency level with Flexential Tools and Systems used to deliver support.
    • Perform other duties as required and assigned.
    Requirements
    • Experience in a 24/7 production environment.
    • Strong troubleshooting skills.
    • Solid understanding of Microsoft Operating systems.
    • Fundamental knowledge of networking - Routing, Subnets, Communication protocols.
    • Technical aptitude and experience with building management systems, including UPS, generators, HVAC, PDUs, and a working understanding of AC and DC power.
    • Excellent verbal and written communications skills.
    • Strong attention to detail, making and keeping commitments and meeting deadlines.
    • Working understanding of AC and DC power.
    • Should be familiar with cable color coding (tip/ring), and at a minimum 568A and B pin-outs.
    • Familiarity with ITIL Incident Response methodology and/or ITIL Foundations certification.
    • Fundamental understanding of Commvault platform and standard backup job troubleshooting.
    • Minimum 2 years of experience working within an IT Support environment.
    Preferred Qualifications
    • Network +, Security + and/or CCNA desired.
    • Microsoft MCP or MCSA preferred.
    • AA, BS, or High School Diploma and actively pursuing and advanced degree in the technology field preferred.
    Physical Requirements
    • Ability to climb ladders and work aloft.
    • Ability to work in cold temperature environments.
    • Ability to maneuver pallet jacks and lift heavy objects.
    • Ability to pull and install cabling.

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