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 quality 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.
• 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.
• 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 all issues.
• Perform regular facility security and operational walk-throughs for issue identification, reporting and documentation.
• Be available to work shifts as needed and asked.
• Others as assigned.

Organizational Skills

• Maintain organization within the build room and stock area.
• Maintain cleanliness of data center and office spaces.
• Track, organize, and inventory spares.

Customer Skills

• Performs 1st level customer service.
• Maintain a presentable appearance.
• Maintain professional communications and attitude with clients and co-workers.
• Document all client requests and conversations via electronic ticketing system.
• Ticket creation, adherence to customer sign-in and authentication procedures.
• 1st level monitoring and reporting of data center services.
• Conduct customer follow up to ensure customer support requests have been completed to the customer’s satisfaction.
• Close completed tickets from the ticketing system.

Communication Skills

• Verbal and written communication with Operations staff and other internal and external customers.
• Maintain stock level and other inventory reports.
• Provide written shift reports.

Qualifications

• Associates 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.
• 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.

Preferred Experience

• Prior 1-3 years’ experience particularly in the data center industry

Working Conditions

• Office environment