Senior Data Center It Support Technician

Responsibilities

• Demonstrates expertise in standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and/or decommissioning equipment, as well as a holistic understanding of the functions of, and interactions between, network and server equipment; develops an awareness of Information Technology Infrastructure Library (ITIL) Foundation protocols; may suggest modifications to process and procedures as needed to improve service quality and/or efficiency; provides guidance to other technicians on processes and procedures.
• Proactively shares relevant information to enable efficient workflow and reviews process changes to evaluate impact on service execution and mitigate the impact that changes to their area of work will have on others; asks questions when they do not have required information and resolves others' questions in a timely manner.
• Completes assigned tickets efficiently and in alignment with Key Performance Indicators (KPIs) per task type while meeting or exceeding established Service Level Agreements (SLAs); coordinates and assigns tasks to other technicians and provides direction as needed to ensure work is appropriately prioritized and meets KPI and SLA targets; appropriately escalates issues related to tickets to internal business/property groups; may assign tasks to technicians using Labor Coordination System (LCS).
• Ensures compliance with Data Center Services (DCS) business unit and service-level policies, procedures, and deadlines; exercises judgment and discretion to provide input on service level and improvement plan components; escalates resolution of compliance issues to technician leads.

• Delegates hardware installation, deployment, and/or replacement work to technicians; prepares, stages, sets up, and performs startups and shutdowns (e.g., racks, hard drives, switches) according to specific instructions provided via checklists, guides, standard protocols, and emails; performs quality control and takes responsibility for work performed by technicians; may suggest modifications to processes as needed to meet SLAs and shares suggestions with Technician Leads; assists and provides guidance to technicians to complete challenging or complex tasks and escalates issues as needed; may perform tasks in tandem with other technicians to comply with procedures and safety protocols.
• Ensures that technicians are performing post-execution quality checks and verifying that grounding, staging, labeling, and cabling are set up in compliance with safety protocols, deployment standards, and planned Network Design Tasks (NDTs); may identify errors in deployment standards or NDTs and escalates with engineering and/or relevant specialists to coordinate corrections as needed.
• Applies advanced diagnostic and troubleshooting expertise to quickly identify the cause(s) of issues; quickly identifies the cause(s) of issues, and assigns tasks and provides guidance to technicians on their team to replace faulty components with minimal customer and business disruption; provides guidance to technicians troubleshooting issues to meet or exceed established Service Level Agreements (SLAs); escalates issues with significant customer or business impact to appropriate experts and stakeholders.
• Decommissions hardware for complex changes and/or systems with complex interactions (e.g., upgrading entire racks) following standard procedures; provides guidance and responds to questions and escalations from technicians to ensure they are informed on answers and solutions; ensures quality execution as defined by organizational standards, coordinates downtime, and keeps relevant stakeholders informed of work status to minimize downstream rework; verifies security compliance for decommissions and processes data-bearing devices for destruction.
• Follows procedures to communicate, report, and escalate incidents to appropriate Microsoft data center operations management units, and Technician Leads; participates in bridge calls to provide details on incident status and executes on-site follow-up actions as directed if necessary; may leverage learnings to contribute to the improvement of quality of service and support.

• Demonstrates understanding of cross-functional processes to support partnerships with internal and external stakeholders.
• Exercises judgment and discretion to contribute to issue tracking, follow-up, resolution, the overall quality of the service; provides guidance to less experienced technicians around client interaction.
• Trains and mentors technicians through on-the-job training (OJT) and by providing direct guidance on specific tasks (e.g., deployments, break/fix); may complete additional training to obtain or maintain relevant role certifications.
• Maintains an awareness of Key Performance Indicators (KPIs) through dashboards and/or monthly performance discussions.

• Complies with security and data management procedures and policies and completes required security training; may escort third party vendors or IT support on-premises at data centers or network sites; appropriately takes action and alerts others to security concerns and/or incidents.
• Coordinates, delegates task, and provides guidance to technicians within an assigned shift to support execution of assigned work by established service and operational level agreements (SLA/OLAs).
• Reinforces a positive and effective team environment by sharing information and best practices with others, driving regular team meetings and cross-discipline collaboration, staying apprised of the status of others' work to respond to questions from customers and other team members, and partnering with other technicians to complete and/or hand off tickets as needed; provides and responds to constructive feedback on ways to work more effectively and inclusively within the team.
• Attends, conducts, or assists in conducting daily safety briefings, completes required safety training, provides guidance to technicians to facilitate compliance with safety procedures (e.g., equipment use, lifting, electrical hazards, ladder/rolling stair use), completes required Task Hazard Analysis (THAs), and uses appropriate tools and Personal Protective Equipment (PPE) for assigned tasks; promotes a culture of safety and empowers technicians to take action, speak up, and report safety concerns and/or incidents; participates in Get Out And Look (GOAL) safety observations.

• Has pride and a sense of accountability for the service quality, completeness, and resulting user experience; displays accountability and ownership of the data center facilities; ensures high quality hand-offs of work to other technicians as needed.
• Learns the client’s business and maintains a strong client focus to understand the impact of their work when completing tickets and assigned tasks.

• Embody our culture and values

Qualifications

• High school diploma, GED, or equivalent and basic knowledge of computer hardware and components AND 2+ years experience supporting IT equipment or related technology.

• Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.
• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

• 3+ years experience supporting IT equipment or related technology.
• 2+ years experience working in a production, mission-critical 24x7x365 datacenter environment.
• Applicable certifications: ASICS/Inventory Control, CompTIA (A+, Server+, Network+), Basic Structure Cabling (BSC), Data Center Foundation Certification (DCFC), Microsoft Certified Professional (MCP), Vendor-Specific Network Certifications.
• Associate’s Degree in Computer Science or other field and/or equivalent work experience.