Data Center Operations Technician II

Job Description:

The Data Center Operations Technician II is a 24x7x365, market-based position responsible for providing physical and Level II technical support to Flexential customers and resources. A solid understanding of Facilities infrastructure, Windows operating systems, PC troubleshooting and management applications is required. Data Center Operations Technician II's must be able to demonstrate the ability to represent Flexential both professionally and technically during interactions with customers and internal resources in a calm and professional manner.

Key Responsibilities and Essential Job Functions

Customer Support 

• Provide timely resolution and/or escalation of customer issues.  
• Maintain a professional attitude and conduct while in the performance of the data center duties. 
• Deliver proactive updates to customers and teammates as necessary. 
• Immediately address or escalate service impacting events when notified by Flexential monitoring tools. 
• Follow Flexential Support processes and procedures. 
• Execute tape handling procedures for internal and external customers. 
• Perform Customer “Service Delivery Reviews” and Audits. 
• Physical device alert review throughout data centers
• Incident triage and escalation 
• Provide local access and escort for vendors and carriers. 
• Provide and track carrier access for circuit installations. 
• Perform remote hands work for internal and external customers. 
• Flexibility to support 24 / 7 operations with ability to work any shift in a 24x7x365 environment
• Perform data entry tasks for ongoing infrastructure changes, customer installations. and facility reporting. 

Provisioning

• Assist and/or complete physical and logical installations of Flexential services. 
• Update all relevant and required documentation. 
• Complete assigned workflow tasks in order to provide timely turnaround to customers. 
• Maintain clean and organized customer cabinets, cables, and cages during installation of Flexential services. 

System Administrator Operations

• Perform Software Installations. 
• Perform Software Upgrades. 
• Basic Troubleshooting within Microsoft and operating systems 
• Execute routine maintenance procedures (Customer reports, System Updates, Backup Services). 
• 2nd level backup remediation for market customers
• Assist TAA III/TACS with SDA data collection and analysis. 
• Take ownership of technical issues, and working with customer, partners, and internal departments to resolve problems. 
• Document troubleshooting and problem resolution steps. 
• Provides onsite support for Flexential hardware and systems as instructed by partner teams. 

Facility Operations

• Maintain cleanliness of the Data Center and surrounding supporting areas. 
• Perform Datacenter Infrastructure Environmental Monitoring. 
• Perform Customer Infrastructure Environmental Monitoring. 
• Perform Facilities Rounds and escalate pertinent information. 
• Process all in and out bound shipping/receiving for Customer and Flexential Deliveries. 
• Operate Badge Access Security System. 
• Immediately report facilities alarms to the local Facilities Operations Engineer. 
• Responsible for initiating escalations for customer impacting/potentially impacting infrastructure/redundancy loss events 
• Assist Critical Infrastructure Manager (CIM) on an as needed basis. 
• Complete End of Shift Reporting. 
• Follow Flexential Data Center Policies and Procedures. 
• Stay abreast of new facilities-related information and training updates. 
• Run Monthly Generator Test Procedure. 
• Work with local mgmt. to maintain cabling and general usage item inventory levels. 

Training

• Maintain Data Center Academy Completion. 
• Complete policy and procedure review within scheduled timelines. 
• Maintain proficiency level with Flexential Tools and Systems used to deliver support. 
• Perform other duties as required and assigned.

Required Qualifications   

• Experience in a 24/7 production environment 
• Strong troubleshooting skills 
• Solid understanding of Microsoft Operating systems 
• Fundamental knowledge of networking – Routing, Subnets, Communication protocols 
• Technical aptitude and experience with building management systems, including UPS, generators, HVAC, PDUs, and a working understanding of AC and DC power   
• Excellent verbal and written communications skills.