Network Operations Technician

Job description:

Job Summary:

An Infrastructure Repair Technician plays a vital role in ensuring the seamless operation of infrastructure and equipment within our fast-paced data center environment. As a key member of the Edge Network Service Repair Team, you will be responsible for providing expert repair services, troubleshooting complex issues, and collaborating with cross-functional teams to drive resolutions on cutting-edge technology.

Key Responsibilities:

Troubleshooting and Resolution: Identify, diagnose, and successfully resolve hardware problems on servers, storage systems, and network devices, utilizing advanced technical skills and knowledge of industry-standard tools and methodologies.

Repair and Replacement: Perform repairs and replacements of faulty components, including but not limited to:

Server hardware (e.g., GPU, CPU, Motherboard)

Storage systems (e.g., Hard Drives, SSDs)

Network devices (e.g., Switches, Routers, Firewalls)

Ticket Management and Closure: Manage and close tickets in a timely manner, ensuring that all necessary documentation is completed accurately and efficiently.

Root Cause Analysis: Participate in root cause analysis of highly technical issues within the data center, collaborating with cross-functional teams to identify and address underlying causes.

Collaboration and Communication: Collaborate with other technicians, engineers, and stakeholders to resolve complex technical issues, communicating effectively and escalating issues as needed to ensure prompt resolution.

Process Improvement: Evaluate and identify areas for improvement in processes, tools, and systems, recommending changes to optimize efficiency and quality of work.

Monitoring and Maintenance: Conduct routine monitoring of Task queue, Trouble Ticketing system, and Chatroom repair requests on equipment in the data center environment, ensuring prompt identification and resolution of issues.

Documentation and Record-Keeping: Document all work performed within the ticket portal, including diagnosis, repairs, and maintenance activities, ensuring accurate and up-to-date records.

Inventory Management: Maintain receiving and installing network devices, spare parts, and RMA equipment from vendors, ensuring efficient inventory management and minimizing downtime.

Training and Development: Participate in training and stay up-to-date with new technologies and techniques, enhancing your skills and expertise.

Safety and Compliance: Adhere to safety procedures and protocols when working with electrical and mechanical equipment, ensuring a safe and compliant work environment.

Customer Service: Provide exceptional customer service and support to internal stakeholders, responding promptly to requests and resolving issues efficiently.

On-call Rotation: Participate in on-call rotation, providing after-hours support for critical related issues outside of regular business hours and regular business hour on-call support as scheduled.

Travel Requirements: Travel up to 15% of the time, as needed, to support data center operations and participate in training or meetings.

Requirements:

Must be available to work a flexible schedule 24x7x365 to support business operations, including weekdays, weekends, and varying shifts. This role may require overtime exceeding 40 hours per week.

2 years of experience in computer hardware, networking, and troubleshooting

Strong technical background in computer hardware, networking, and troubleshooting

Excellent problem-solving and analytical skills

Ability to work effectively in a fast-paced, dynamic environment

Strong communication and interpersonal skills

Ability to lift up to 40 pounds and work in a physically demanding environment

Degree in Computer Science, Engineering, or related field preferred

Preferred Qualifications:

2 years of experience in a data center environment, with a focus on server hardware, storage systems, and network devices

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.