Operations Technician I

Overview

The Operations Technician I require basic technical skills and capabilities. The ability to organize technical tasks, as well as the ability to develop a detail oriented technical problem-solving approach. This position requires someone who can identify issues independently and resolve issues with little to no supervision. A strong customer service background and experience dealing with customers is a must. General assignments will include, but are not limited to: entry-level technical tasks, cabinet prep, stock handling, racking servers, cable pulling and termination, cleaning, working around HVAC and electrical equipment and organizational tasks.

Responsibilities

• Provides high quality, consistent, efficient and accurate work for internal and external customer service surrounding the Company values

• Assemble/build hardware to meet client/service order specifications

• Test in-stock hardware to determine functional status

• Run diagnostic suites on Dell, Sun and HP servers

• Build servers using approved OS images via Ghost, Kick-start, or Windows Deployment Services

• Assist in the installation, racking, and cabling of equipment

• Run, terminate, and test cables

• Assist in customer environment set-up, equipment installation, and equipment moves.

• Demonstrate proficiency with operations applications: e-mail, IRC, MS Office, etc.

• Equipment monitoring

• General understanding of TCP/IP principles

• User level experience with at least one server Operating System

• Provide remote hands and eyes support for customer issues/concerns

• General knowledge of computer system hardware setup and troubleshooting skills

• Ability to inspect and troubleshoot issues in and around electrical, mechanical and life safety equipment

• Ability to react to alarms and escalate any and all issues through escalation procedures

• Monitor data center environmental and network systems for alarms and troubleshoot under guidance of Data Center Manager

• Provide security oversight and administration based on company standards through security control program

• Perform routine physical inspections for alarm identification and operational issues based on building and equipment checklists

• Continually learn and train on duties and procedures

• Follow all safety guidelines and best practices

• Proactively manage ticket queue for timely request response and completion

• Shipping and Receiving functions

• Assist Lead Operations Technician and/or Data Center Manager with other facility related tasks

• Other duties/responsibilities as assigned by the Lead Operations Technician or Data Center Manager

Qualifications

• Associate's degree, or equivalent experience and two years working experience in a customer service/help desk environment and IT-related certifications; or Bachelor's degree.

• General knowledge of TCP/IP.

• Through understanding of LAN and WAN technology.

• Previous cabling experience (Copper/Coax/Fiber preferred.)

• Must be able to work around electrical and mechanical equipment to take readings.

• Must demonstrate personal motivation and enthusiasm.

• Values continuous learning and self-improvement.

• Previous customer interaction experience.

• Must possess problem solving abilities for complex problems.

• A detailed base of technical knowledge regarding mainframe and PC hardware, operating systems, networks and communications protocols desired.

• Ability to make decisions with strong processing skills.

• Strong written and verbal communication skills; must communicate effectively and in a professional manner.

• Able to handle multiple tasks, manage priorities, and remain professional at all times.

• Able to identify and resolve issues effectively.

• Must have the ability to distinguish low impact from high impact problems with little direction.

• Able to understand complex solutions and relay effectively to customers.

• Must have a high degree of accuracy and attention to detail.

• Intermediate PC/Internet literacy.

• Previous experience with a ticketing system.

• Must possess strong interpersonal techniques, is positive, pleasant, respectful and customer focused.

• Must have courteous and efficient telephone manner.

• Must be available to work all shifts.

• Adequate professional experience and knowledge to perform Job Responsibilities

• Excellent verbal, written, and interpersonal skills

• Ability to prioritize and organize effectively

• Ability to work on multiple projects simultaneously

• Ability to work both independently and with others

• Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines

• Proficiency in using MS Office Suite and Windows-based computer applications

• Proficiency in Service Now computer application

• Must be able to implement Method of Procedures (MOP) for equipment maintenance

• Experience and knowledge of Windows and Linux based servers

• Ability to differentiate between colors

• Ability to use small hand tools

• Must be able to lift objects over one's head

• Ability to use a ladder to work in elevated areas