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Data Center Technician
2 weeks ago
The **Data Center Operations Technician** owns the responsibility of all IT Infrastructure, including customer configurations, within the data center environment ensuring all customer server environments are secure, operational and maintain 99.999% uptime.
**Key Accountabilities**
Utilize custom monitoring software and internal ticketing system to provide customer support
Identify and troubleshoot simple hardware failures on x86-based servers to include the replacement of failed hardware components
Troubleshoot simple operating system storage issues including file system, disk management and RAID technologies
Support servers running Microsoft Windows Server, Red Hat Enterprise Server, Ubuntu Linux or VMWare ESX Server
Simple operating systems administration to include troubleshooting of login, password and connectivity issues
Troubleshoot simple local area network (LAN) connectivity issues and reestablish remote access to customer configurations utilizing SSH, Terminal Services/Remote Desktop Services or Remote Access Controllers
Complete the troubleshooting, configuration and replacement of network device hardware including access and aggregation switches, firewalls, load-balancers and security appliances
Complete the troubleshooting, configuration and replacement of storage devices including DAS and NAS arrays
Complete customer configuration maintenances including hardware modification, operating system installation, mounting of the devices within cabinets and completion of all cabling needs required
Troubleshoot copper and fiber cabling including initial installation testing as well as connectivity issues with previously deployed copper or fiber cabling
Provide technical communication relating to customer configurations in a concise, professional manner
Adhere to company security policies and procedures, including health and safety and local governing requirements as directed
Execute and maintain meticulous 5S and housekeeping practices
Demonstrate no less than full performance in a continuous, consistent, measurable manner
Demonstrate high levels of passion and enthusiasm when providing Fanatical Support to all customers and coworkers
Communicate in an honest, transparent manner focused on building trust amongst customers and coworkers
**Key Performance Indicators (please note your KPI’s are the outputs of each of the accountabilities)**
Demonstrate a clear understanding of Rackspace software toolsets required for the monitoring and support of customer configurations
Demonstrate the ability to successfully complete customer configuration maintenances and hardware troubleshooting
Attention to detail and adherence to maintenance instructions ensure customer configuration rework is not required
Customer configuration maintenances are quality controlled and adhere to published policy and process to ensure Global alignment
Troubleshooting and problem solving capabilities lead to accurate and timely resolution of technical events
All customer incidents or potential risks to our customers must be investigated utilizing the root cause analysis method
All customer interactions, both internal and external, are conducted in a manner that delights customers
All areas of responsibility are clean and organized with specific areas designated for all moveable items
**MAIN CONTACTS (external/internal)**:
Data Center Operations Team Lead (daily: direct manager)
Internal Rackspace Personnel (daily: status of customer issues, configurations, objectives and tasks)
External/Internal Customers/Vendors (daily: status of customer issues, configurations and tasks)
Rackspace Vendors (varies: supervision and oversight of work undertaken)
**REQUIREMENTS**:
Diploma holder or above in Information Technology or related disciplines
Minimum 2 years working experience in IT services with 3 years experience in sizeable Data Centre operations is an advantage
Previous experience or ability to show familiarity with building, repairing or upgrading hardware components required
Previous experience in a customer service oriented position preferred
Industry recognized certifications in operating systems, networking, security and/or storage technologies preferred
Experience with Dell PowerEdge and HP ProLiant rack server hardware preferred
Experience with Cisco ASA and ASA-X series firewalls, F5 BigIP and Brocade ADX series load-balancers and Alert Logic IDS preferred
Experience with Cisco Catalyst 2900, 4900, 6500 and Nexus series switches preferred
Experience with Dell PowerVault DAS, NetApp and EMC Isilon NAS systems preferred
Must be able to work a flexible schedule, 24x7x365 coverage, including holidays and weekends
Must be able to prioritize work in a fast paced, high pressure environment
Must possess strong written and verbal skills, type with proficiency and exhibit professional phone etiquette
**Must be able to lift 50 lbs over head**
**Must have reliable transportation and be willing to occasi
