Apptad - BreakFix technician

Role: BreakFix technician

Location: Gallatin, TN - Onsite

Schedule: possible 24/7 coverage, including weekends and holidays. Shifts may be 8, 10, or 12 hours.

Travel: Up to 25% (8 days) travel may be required.

HCLTech is seeking a Data Center Operations Technician to join our team supporting large-scale, data center environments. This role is responsible for the installation, maintenance, troubleshooting, and repair of server and network hardware, ensuring the reliability and performance of our clients network. The position is designed to be adaptable for current needs and future expansion into similar customer environments.

Key Responsibilities
Hardware & Network Operations

• Install, configure, and deinstall enterprise servers and network devices (e.g., routers, switches, firewalls, console servers, optical transport equipment).
• Perform troubleshooting on cabling, powering up/down, and handoff to internal teams.
• Conduct hardware break/fix activities, including replacement of Field Replaceable Units (FRUs), optics, network line cards, supervisor cards, chassis hardware, and other modular components.
• Troubleshoot and resolve hardware, network link, device, and configuration issues, isolating and fixing problems on-site.
• Test, clean, and troubleshoot fiber optic, copper, and telecom cables; trace and isolate cables through patch panels.
• Use internal automation tools, scripts, and software to configure, monitor, and repair network equipment.
• Schedule and perform network maintenance, repairs, and upgrades while minimizing impact on production systems.
• Manage Return Merchandise Authorization (RMA) processes, including creating RMA requests with vendors, coordinating replacements, and tracking defective and replacement parts.

Support & Collaboration

• Provide onsite network support and expertise for all teams at the local data center; act as a liaison for remote networking teams.
• Collaborate with cross-functional teams, including facilities, cabling, server, and engineering teams, to resolve complex technical issues.
• Communicate effectively within a ticketing system, managing and closing tickets promptly and documenting all activities.
• Participate in on-call rotation, providing after-hours support for critical issues as needed.

Process, Documentation & Compliance

• Document all work performed, including diagnosis, repairs, and maintenance activities, ensuring accurate and up-to-date records.
• Create, update, and follow Standard Operating Procedures (SOPs).
• Participate in root cause analysis and process improvement initiatives to optimize efficiency and quality.
• Maintain asset inventory, including receiving, installing, tracking, and shipping network devices, spare parts, and RMA equipment.
• Perform physical audits of inventory and update asset inventory databases.
• Adhere to safety procedures and protocols, ensuring a safe and compliant work environment.

Training & Development

• Participate in ongoing training to stay current with new technologies, tools, and best practices.
• Complete training aligned with corporate objectives to bridge skill gaps and learn new relevant technologies.

Minimum Qualifications

• 1- 2 years of experience in computer hardware, networking, and troubleshooting.
• Strong technical background in server and network hardware, including routing and switching technologies and protocols.
• Experience with enterprise/service provider network hardware platforms (e.g., Juniper, Cisco, Arista).
• Proficiency in Linux OS, CLI navigation, and industry-standard troubleshooting tools and methodologies.
• Excellent problem-solving, analytical, verbal, and written communication skills.
• Ability to work effectively in a fast-paced, dynamic environment and collaborate with cross-functional teams.
• Ability to lift up to 40 pounds and work in a physically demanding environment (standing, walking, bending, lifting).
• (Education)

Preferred Qualifications

• Degree in Computer Science, Engineering, or related field.
• 2 years of experience in a data center environment, with a focus on server hardware, storage systems, and network devices.
• Experience with structured cabling (copper/fiber), cable testing, cooling, and electrical systems in a data center.
• Proficiency in Linux, HTTP, DNS, RAID, DHCP, JUNOS, Cisco IOS, and bash.
• Experience with inventory management, including ordering, receiving, and shipping server/network parts.
• Experience with ticket management systems and process documentation.

Additional Requirements

• Available to work various shifts, including weekends and holidays.
• Willingness to travel up to 25% as needed.
• Participate in on-call rotation and respond to critical events as required.
• Provide exceptional customer service and support to internal stakeholders.