Data Center IT Proximity Services - Support Technician
Position Overview & Objectives:
- Ability to follow Standard Operating Procedures and execute accordingly.
- Collect customer requests and data.
- Attend to customer phone calls.
- Respond to user emails and support tickets.
- Conduct basic troubleshooting.
- Create tickets for Level 2 support.
- Provide product information.
- Solve common problems such as verification of hardware and software, installation issues, and setup.
Qualifications:
- Perform hardware installations (rack/stack) and cable installations (routing, terminating, structured cabling), including troubleshooting and testing.
- Perform hardware decommission and cable removal.
- Perform remote hands support (e.g., power cycles, physical environment, and cabling inspections, swap out failed components, hardware upgrades, testing of copper and fiber cables, handling storage media, and enter troubleshooting commands).
- Prepare and coordinate incoming/outgoing shipments. Compare packing lists with purchase details to ensure accurate make, model, and quantities are received and receipted.
- Support Service Management and related processes (e.g., Service Request, Incident, Change) by creating, updating, and closing associated tickets. Oversee and support Physical access processes to maintain secure Data Center facilities.
- Support Power Maintenance Events (PME) – play an active role in managing the execution of the PME.
- Oversee, track, maintain, order adequate sparing, cabinets, and consumable levels.
- Perform physical audits and ensure the Service Management database is updated and accurate.
- Handle tape backup media and prepare for offsite storage if applicable.
- Collaborate and maintain business relationships to meet and exceed client expectations with respect to business as usual and project activities.
- Train and provide oversight to improve service levels. Train, mentor, and suggest improvements/modifications to training programs.
- Perform additional job duties as required.
Knowledge and Experience
- Entry-level IT service delivery experience.
- Experience with Microsoft server products.
- Basic knowledge of PC and Server Hardware as well as networking.
- Basic understanding of Data Center Power schemes.
- Strong verbal and written communication skills.
