Lab Support Technician ( Cloud Services)
Long Term Contract
Professional Services Company
Top Five skills:
Technical knowledge- lab experience
Networking, server, platform skills (5-7 years)
understanding layout of data center and lab
The Lab Support Technician for Cloud Services provides operational readiness activities and generates best practices aligned to specific applications and/or systems maintained within Global Infrastructure Services (GIS) Lab Environment as part of Global Hosting Services (GHS). The role supports the secured and complete testing environments within the lab facilities in which validation and proper operation is tested in a controlled environment prior to production deployment of IT infrastructure solutions. The role validates for proper alignment said solutions to the overall enterprise architecture, IT directives as well as compliance standards for technology development and deployment.
The role supports the day to day operational readiness of the lab environment for current applications, systems, networks, storage, and servers to maintain consistency with the "live? environment within GIS. The role participates in business reviews of the technologies, to ascertain that the lab environment is aligned to support new products or services being introduced as well as for changes to current applications and other core components of the lab infrastructure. The role is an individual contributor, though they are often asked to manage as assigned project aligned teams in their collaborative efforts and to coach less seasoned members of the team in specific directives. The role is managed by the Assistant Director of Lab Services within the Cloud Services team of the Global Hosting Services domain.
Essential Functions of the Job:
? Provides the assigned operational readiness activities to generate best practices in the lab operations and supporting design planning and aligned project management of all engineered build activities for a specific new or existing applications or systems within GIS.
o Maintains a proactive understanding of the broad and specific directives of the overall GIS service products and applications both within the current service model as well any proposed modifications or additions to same. Uses this knowledge to identify and plan for approval the appropriate response or solution to assigned activities to support basic to complex deployment activities that will be tested and vetted within the lab environment.
o Partners and works as assigned with external vendors as necessary to support and maintain the lab environment, including introducing enhancements and changes to vendor produced services that will be mirrored and portrayed in the lab setting. Uses knowledge of vendor applications and services such as Windows 2008, 2012 and 2016, and Microsoft Active Directory, Internet Information Server (IIS), Structured Query Language (SQL) and Systems Centered Configuration Manager (SCCM) to support the lab environments features and functionality.
o Partners with peers within GHS, Global Operations and business sponsors as aligned to the specific components of the GIS operating model and pending design introductions including those impacting the infrastructure's current networks including Local Area Network (LAN) and Wide Area Network (WAN), storage technologies, facilities and cable architecture, and other aspects of the physical, virtual, and cloud environments.
o Supports the sign on and other secured access capabilities to align the data center and network components of the lab environment inclusive of end user access by maintaining a proactive working knowledge of Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP) Internet Protocol Address Management (IPAM) collectively DDI Infrastructure technologies.
o Supports aspects of asset management for both software and hardware introduced to the lab environment as part of the ongoing refresh activities inclusive of patching and other security and general remediation activities.
o Provides the appropriate compilation and documentation of all related lab functions to appropriately capture all actions and activities as part of the role's remit for knowledge sharing.
The role requires strong solution orientation and analytical acumen to probe for understanding and address as appropriate both common and more complex activities aligned to maintaining the viability of the lab services environment within Global Hosting Services. The role is expected to make basis and sound decisions to address common connectivity or broad functionality issues in the lab environment. The role needs to drive the priority and time management of their own efforts to support/resolve assigned activities and communicate results and findings to management.
Knowledge and Skills Requirements:
? Maintains solid interpersonal skills to engage across multiple levels of the firm, in cross business discussions within a matrixed, geographically dispersed organization and to build a solid network of peers and others of influence. Adapts personal communication style to the style of others, develops rapport and stays calm under pressure or escalating issues using advanced oral and written English communication skills.
? Projects solid consultative skill to conduct effective questioning, hone in on key directives to formulate ideas and materials as well as present those ideas clearly and concisely across the organization.
? Manifests strong analytical and problem solving ability to escalate and negotiate conflicting lab operational issues, handle multiple and shifting priorities across a broad spectrum of technology and provide solutions that are both financially sound, compliant and operationally feasible.
? Maintains an advanced knowledge of services and applications with the assigned GIS processes and operating environment to recognize and position improvement opportunities and next generation solutions achievable through engineering or in the maintenance of the lab environment. The knowledge required of those services and applications include but are not limited to:
o Basic networking concepts, operations, and design, including LAN/WAN.
o General awareness of Storage Technology
o Knowledge and familiarity of DDI (DNS/DHCP/IPAM) infrastructure.
o Knowledge of asset management.
o Knowledge facility and cable infrastructure management.
o General knowledge Infrastructure patching and security remediation activities.
o Demonstrable knowledge of Windows (2008, 2012, 2016) and Redhat Linux
o Demonstrable knowledge of Microsoft Applications and Services (Active Directory, IIS, SQL, SCCM, among others)
The role is generally an individual contributor but may be asked to mentor and guide across time zones and cultures to maintain effective and efficient oversight of all assigned activities. The role itself is managed by the Assistant Director of Lab Services within Cloud Services for GHS.
The role may also require the periodic allocation of additional time on the job to support multiple demands and escalating issues or to accommodate teams or staff in other time zones. Candidate must be able to lift 50lbs and work with hand tools to accommodate physical deployment or removal of infrastructure.
College degree in related technology field (Computer, Engineering, Science, etc.) or comparable job experiences
Approximately 3 to 5 years of experience in an operations role. Able to exhibit a progression of increasingly complex job responsibilities during the period inclusive of project management skills and engineering remediation techniques and planning.
None of note in general although specific certification may be required based on specifics of the remit. Preferred certifications include but are not limited to Cisco Certified Network Associate (CCNA), Microsoft Certified Professional (MCP), Computing Technology Industry Association (CompTIA) A-Plus (A+) and Network+ and may be sourced within the team as part of partnering and mentoring.