Site Operations Technician II

The Operations Technician II requires basic technical skills and capabilities. The ability to organize technical tasks, as well as the ability to develop a detail oriented technical problem solving approach. This position requires someone who can identify issues independently and resolve issues with little to no supervision. This position will incrementally be responsible for supporting internal applications and systems. A strong customer service background and experience dealing with customers is a must. General assignments will include, but are not limited to: entry-level technical tasks; cabinet prep, stock handling, racking servers, cable pulling and termination, cleaning, working around HVAC and electrical equipment and organizational tasks.

Responsibilities

• Provides high quality, consistent, efficient and accurate work for internal and external customer service surrounding the Company values. Assemble/build hardware to meet client/service order specifications.
• Test in-stock hardware to determine functional status.
• Run diagnostic suites on industry standard server platforms (i.e., Dell, Sun and HP).
• Build servers using approved OS images via Ghost, Kick-start, or Windows Deployment Services.
• Assist in the installation, racking, and cabling of equipment.
• Run, terminate, and test cables.
• Assist in customer environment set-up, equipment installation, and equipment moves.
• Proficient with operations applications: e-mail, IRC, MS Office, etc.
• Equipment monitoring.
• Provide remote hands and eyes support for customer issues/concerns.
• Advanced ability to inspect and troubleshoot issues in and around electrical, mechanical and life safety equipment and provide incident triage and support.
• React to alarms and escalate any and all issues through escalation procedures.
• Monitor data center environmental and network systems for alarms and troubleshoot under guidance of Data Center Manager.
• Provide security oversight and administration based on company standards through security control program, policies and procedures. Perform routine physical inspections for alarm identification and operational issues based on building and equipment checklists.
• Monitor security cameras.
• Continually learn and train on duties and procedures.
• Follow all safety guidelines and best practices.
• Proactively manage ticket queue for timely request response and completion.
• Shipping and Receiving functions.
• Perform all daily operational tasks.
• Assist Lead Operations Technician and/or Data Center Manager with other facility related tasks.
• Other duties/responsibilities as assigned by the Lead Operations Technician or Data Center Manager.

Organizational Skills

• Maintain organization within the build room and stock area.
• Maintain cleanliness of stockroom, NOC and data center.
• Track, organize, and inventory spares.
• Develop and complete independent projects and report progress.
• Manage initial onsite facility incident response.

Customer Skills

• Performs 2nd level customer service.
• Maintain a presentable appearance.
• Maintain professional communications and attitude with clients.
• Document all client requests and conversations via electronic ticketing system.
• Ticket creation, adherence to customer sign-in and authentication procedures.
• 1 st level monitoring and reporting of enterprise applications (backups, patching, etc.)
• Conduct customer follow up to ensure customer support requests have been completed to the customer’s satisfaction.
• Close completed tickets from the ticketing system.

Communication Skills

• Verbal and written communication with Operations staff and other internal and external customers.
• Maintain stock level reports.
• Provide written shift reports.
• Work on monthly group reports.
• Update site documentation in a timely and accurate manner.
• Assist in writing root cause analysis of incidents.
• Assist in shift turnover and necessary documentation for transitions.
• Assist in daily training of Ops Tech I personnel.

• Associate’s degree, or equivalent experience and two years working experience in a customer service/help desk environment and IT-related certifications; or Bachelor’s degree.
• Previous leadership or mentoring experience.
• Advanced knowledge of TCP/IP.
• Advanced understanding of LAN and WAN technology.
• Previous cabling experience (Copper/Coax/Fiber preferred.)
• Must be able to work around high voltage or mechanical equipment to take readings.
• Must demonstrate personal motivation and enthusiasm.
• Values continuous learning and self-improvement.
• Previous customer interaction experience.
• Must possess problem solving abilities for complex problems.
• A detailed base of technical knowledge regarding mainframe and PC hardware, operating systems, networks and communications protocols desired.
• Ability to make decisions with strong processing skills.
• Strong written and verbal communication skills; must communicate effectively and in a professional manner.
• Able to handle multiple tasks, manage priorities, and remain professional at all times.
• Able to identify and resolve issues effectively.
• Must have the ability to distinguish low impact from high impact problems with little direction.
• Able to understand complex solutions and relay effectively to customers.
• Must have a high degree of accuracy and attention to detail.
• Advanced PC/Internet literacy.
• Previous experience with a ticketing system.
• Must possess strong interpersonal skills, is positive, pleasant, respectful and customer focused.
• Must have courteous and efficient telephone manner.
• Must be available to work all shifts.
• Adequate professional experience and knowledge to perform
• Job Responsibilities.
• Excellent verbal, written, and interpersonal skills.
• Ability to prioritize and organize effectively.
• Ability to work on multiple projects simultaneously.
• Ability to work both independently and with others.
• Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines.
• Proficiency in using MS Office suite and Windows-based computer applications.
• Must be able to implement Method of Procedures (MOP) for equipment maintenance.
• Experience and knowledge of Windows and Linux based servers.
• Power user level experience with at least one Operating System.
• Specific knowledge of computer system hardware setup and troubleshooting skills.

Preferred Experience

• Prior 2-3 years experience particularly in the data center industry.

TierPoint is an Equal Opportunity employer. We are committed to reviewing the talents and experience of each applicant compared to the specific job opening, without regard to race, color, religion, sex, age, national origin, disability, military status or sexual orientation. We give full consideration to qualified disabled individuals and military veterans. If you have a disability or are a disabled veteran who is unable to use our employment tools to search for opportunities with us, you may request a reasonable accommodation. This option is reserved for candidates who need support applying to TierPoint as the result of a disability, and not intended for other use.