Data Center Technician

Standard Position Description

The above statements are intended to describe the general nature and level of work being performed by people assigned to this

classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so

classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Technical Assistance Associate

Reporting

Technical Assistance Center Manager

General Description

The Technical Assistance Associate I (TAA I) is a 24x7x365, market based position responsible for providing physical and technical support to Peak 10 customers and resources. Candidates to be considered for this role must be able to work within the framework of the overall Peak 10 Support Strategy. TAA I’s must be able to demonstrate the ability to represent Peak 10 during interactions with customers and internal resources in a calm and professional manner.

The Technical Assistance Associate II (TAA II) must have a solidified understanding of Facilities infrastructure, Windows operating systems, PC Troubleshooting and Management Applications. TAA II’s must be able to demonstrate the ability to represent Peak 10 both professionally and technically during interactions with customers and internal resources in a calm and professional manner.

Key Responsibilities

• Provision Peak 10 Services (35% of Duties)

o Assist and/or complete physical and logical installations of Peak 10 services

o Update all relevant and required documentation

o Manage assigned workflow tasks in order to provide timely turnaround to customers

• Customer Support (35% of Duties)

o Provide Support to the Peak 10 Customer Base

o Timely resolution and/or escalation of customer issues

o Maintain a level of professionalism while engaging with customers

o Troubleshoot and document technical issues using Peak 10 ticketing system

o Follow Peak 10 Support processes and procedures

o Tape Handling

o Perform Customer “Mine Sweeps” and Audits

o Execute routine maintenance procedures (Customer reports, System Updates, Backup Services)

o Infrastructure inventory audit and verification

o Physical device alert review throughout data centers.

o Incident triage and escalation

• Facilities (25% of duties):

o Run Weekly Generator Test Procedure

o Perform Andover Environmental Monitoring

o Perform Facilities Rounds

o Maintain Cleanliness of Data Center

o Process all in and out bound shipping/receiving for Customer and Peak 10 Deliveries

o Monitor EM7 for Facilities and Customer equipment

o Operate and Manage Entrepass Security System

o Monitor all Data Center Monitoring Systems

o Respond to Data Center Emergencies

o Assist Facilities Operations Engineer on an as needed basis

o Complete End Of Shift Reporting

o Follow Peak 10 Data Center Policies and Procedures

• Training (5% of duties)

o Maintain proper training including but not limited to:
 Data Center Academy

 Various IT technologied including VMware, Windows, Linux, etc.

Standard Position Description

The above statements are intended to describe the general nature and level of work being performed by people assigned to this

classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so

classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Requirements

• AA, BS, or High School Diploma and actively pursuing and advanced degree in the technology field
• A+ or comparable certification
• Familiarity with Windows and Microsoft Operating Systems and/or Linux
• 1+ years of General IT troubleshooting experience
• Excellent people and proactive communications skills
• Experience with ticket documentation system preferred
• Strong attention to detail, and a capacity to follow procedures
• Other training and experience may be substituted for the job requirements at the discretion of the

manager