Network Operations Center Technician

Region / Location
 Tukwila, WA (On-site Position)
 About Digital Fortress

Job Type: Full-time (Non-Exempt)

The candidate must be based locally or at a commutable distance to Tukwila, WA. No remote or long-distance hire.

Digital Fortress provides customers with managed cloud and colocation services. As the largest independently owned data center operator in the Pacific Northwest, Digital Fortress focuses on providing the most cost-effective management of distributed workloads across private, public, and managed infrastructures. Digital Fortress is strategically positioned close to top carrier hotels, peering networks, and cloud providers to enhance hybrid IT performance and end-user experiences. Through our diverse network and power infrastructure combined with skilled engineers working 24x7, Digital Fortress delivers highly secure and reliable colocation and managed solutions for the 21st Century. Digital Fortress is proud to offer low-cost energy which is supplied from renewable and sustainable sources such as hydroelectric power plants and wind farms. Hundreds of customers across the world depend on Digital Fortress every day to provide 100% uptime co-location services and a variety of managed IT services.

Role Summary – Network Operations Center Technician 

A Network Operations Center Technician is an entry-level role. A Network Operations Center Technician works as an essential part of the Operations Team for Digital Fortress. The Network Operations Center Technician is at the front lines of our Data Centers and serves as the liaison between our clients and the rest of the Digital Fortress family. A Network Operations Center Technician must offer good customer service while staying calm under pressure. They must be able to stay alert and vigilant during long periods of time. A Network Operations Center Technician is expected to set up, install, deploy, and maintain a wide variety of servers, switches, firewalls, and customer-owned equipment. A Network Operations Center Technician performs basic and advanced troubleshooting, maintenance, and feedback on customer-owned networking equipment. A Network Operations Center Technician is able to clearly articulate and transcribe their findings and or actions taken. A Network Operations Center Technician enforces the security policy and maintains all controlled access points. A Network Operations Center Technician should be able to understand and convey basic and complex thoughts on Computer Networking in a professional manner. A Network Operations Center Technician should have good attention to detail and the ability to follow directions without straying. A Network Operations Center Technician must be willing to rely on co-workers and work well with others.

Responsibilities include:

• Performs customer advocate duties while always maintaining a positive and professional manner, during high-stress situations. 
• Takes calls and provides status from and to customers on a regular basis.
• Works in conjunction with internal and external resources to the company technicians/engineers to troubleshoot and resolve customer's issues.
• Has direct interaction and escalates troubles internally and externally on behalf of the customer.
• Maintains workload through a queue, detailing each ticket with notes of steps taken, test results and resolution data.
• Work on tickets on a routine basis and may need to collaborate and request support from others like Facilities, IT, Network teams.
• Monitor and troubleshoot datacenter operations, including power, cooling and connectivity.
• Manage Backups and data recovery processes. 
• Implement and maintain datacenter security protocols, including access controls and surveillance systems.
• Maintain documentation of datacenter configurations and processes
• Contribute to realizing departmental company goals and objectives.
• Other duties may be assigned.
• The Network Operations Center Technician will be required to work alternate shifts after preliminary training which will include nights and weekends.

Qualifications and Skills

• Preferred experience in Operations, Networking, or Facilities Maintenance. 
• Preferred experience in troubleshooting and supporting systems and platforms in a data center environment along with some remote hands experience. 
• Experience with racking equipment into server cabinets preferred.
• Experience performing tasks in a Command Line Interface (CLI).
• Must understand Networking Protocols (TCP/IP, DNS, HSRP, ARP, IPV4/IPV6, DHCP).
• Basic knowledge in the daily operations of a Data Center.
• Experience with the administration and support of network systems.
• Ability to configure various networking devices to a customer’s specifications.
• Ability to manage incident and problem tickets while providing timely updates relevant to the ticket.
• Ability to work with management, technical teams, and client support teams with a positive attitude.
• Must be willing to ensure proper procedures are followed.
• Must participate in special projects and perform other related duties as assigned.
• Excellent written and oral communication skills in English are required.
• Ability to participate in a shared 24x7 on-call schedule and willing to work a rotating shift schedule.
• Must be a collaborative team player with the ability to set goals and achieve them with minimal oversight.
• Must keep a clean and organized workspace.
• Ability to maintain the cleanliness of the data center space.
• Ability to monitor critical facilities equipment such as HVAC, power, security cameras, and IT infrastructure.
• Handling shipping and receiving client packages.

• Coordinate maintenance efforts with outside contractors, vendors, customers, and other parties. (Escorting contractors as needed)
• Daily or weekly building system checks including fire protection/life safety, plumbing, HVAC and electrical infrastructure equipment, UPSs, PDUs, Generators, ATSs, and other equipment associated with supporting the critical facilities environment. 
• Maintain positive communication with customers, owners, property management, contractors, and vendors.

• Respond to emergency situations (fire protection, evacuation, equipment failures, etc.) to include customer concerns in a timely manner to eliminate and/or minimize possible downtime and inconvenience to Digital Fortress Customers.
• Physical requirements of the job may include but are not limited to the ability to climb stairs, lift at least 50 pounds, climb ladders, sit, or stand for long periods of time, and stay awake and alert during an 8 to 12hr shift.
• Successful completion of a background check.
• Pay Range: $20-$24 per hour plus benefits, 401K.