IT Support

Conducts end-to-end hardware installation and troubleshooting. Validates cabling, and problem solving to establish error free connections. Monitors, reviews, and analyzes ticket queues addressing non-routine incidents and escalating more complex or unresolved issues to senior technicians. Helps facilitate training that aligns with corporate objectives. Acts as a technical liaison for technical teams, providing subject matter expertise to identify and resolve resiliency, reliability, and availability risks. Minimum Job Qualifications
Education and/or Experience:
8 years of experience in client-facing, direct customer support and service, data center, or related field experience
OR
Bachelor's Degree in Computer Science, Information Systems, or related field AND 4 years of experience in client-facing, direct customer support and service, data center, or related field experience.
OR
Master's Degree in Computer Science, Information Systems, or related field AND 2 years of experience in client-facing, direct customer support and service, data center, or related field experience
OR
Doctorate in Computer Science, Information Systems, or related field
Job Skills:
Same skills as prior level plus;
Technical Leadership: Demonstrated ability to provide technical leadership.
Network Support: Demonstrated ability to manage and troubleshoot network infrastructure and connectivity.
Cross-Functional/Team Collaboration: Demonstrated ability to collaborate across teams and regions to achieve shared business goals.
IT Infrastructure/Server Trouble Shooting Experience:
3 years of experience in IT infrastructure, data center services, or server administration.
Preferred Job Qualifications
Education and/or Experience:
8 years of experience in client-facing, direct customer support and service, data center, or related field experience
OR
Bachelor's Degree in Computer Science, Information Systems, or related field AND 4 years of experience in client-facing, direct customer support and service, data center, or related field experience
OR
Master's Degree in Computer Science, Information Systems, or related field AND 2 years of experience in client-facing, direct customer support and service, data center, or related field experience
OR
Doctorate in Computer Science, Information Systems, or related field.
IT Infrastructure/Server Trouble Shooting Experience:
4 years of experience in IT infrastructure, data center services, or server administration.
Cloud Environment (Hyperscale) Experience :
3 years of experience in hyperscale cloud environments.
Certifications:
Data Center or Cloud Industry Certifications.
Key Responsibilities
Datacenter Services Operations-Break/Fix and Hardware Maintenance:
-Conducts end-to-end on-site hardware installation, removing and troubleshooting hardware without disturbing critical infrastructure, and configurations, collecting customer solution sign-offs.
-Replaces server components and upgrades servers for existing customer base, with limited supervision, receiving feedback through the process.
Datacenter Services Operations-Network Configuration, Installation, and Augmentation:
-Implements designed and defined network communications and solutions, including cabling and networking equipment, independently, coaching and mentoring others on organizational initiatives.
-Validates cabling, checking network environment build and connectivity is established, scripting to verify that devices are connected and free from transmission errors, link errors, and bottlenecks, and problem solving to establish error free connections.
Technical Support and Trouble Shooting-Technical Support and Trouble Shooting:
-Monitors, reviews, and analyzes ticket queues and system logs and/or console alarm error messaging assigned environments, addressing non-routine incidents and escalating more complex or unresolved issues to senior technicians.
-Implements technical solutions to enhance and/or trouble the system within Service Level Agreements (SLAs), and documents steps or resolutions involved in maintaining the environments.
Safety and Compliance-Safety, Security, Compliance, and Documentation:
-Drives adherence to all established Standard Operating Procedures (SOPs)/Maintenance Operation Protocols (MOPs) when performing tasks, ensuring all work stays in sync with site rules, colocation vendor rules/or data center site, and signs-off.
-Follows implemented required security controls.
-Utilizes working knowledge to ensure compliance with health and safety guidelines (including personal protection equipment, site access, or specific data site compliance) during on-site work at customer locations and at office.
Continuous Improvement:
-Helps facilitate training that aligns with corporate objectives.