Server Break/Fix Technician L3

As an expert Server Break-Fix Technician, you will be working in a Data Center on a team of Server Break-Fix Technicians and Leads in collaboration with remote-adjacent sysadmin teams. You will work support server installation, diagnosis, troubleshooting, maintenance, and repair. You will also provide remote support for networking equipment and cabling. You will participate in an on-call rotation and occasionally work after-hours onsite. As an expert Server Break-Fix Technician, you are expected to possess advanced competency and experience working in Data Centers, with Servers and related knowledge.

Responsibilities

• Support a large fleet of servers and data centers for a prominent customer.
• Manage the physical movement of racks and equipment for special projects.
• Assign service tickets to technicians, maximizing utilization and ensuring quality work completion.
• Coach technicians using expert knowledge for quality server and data center equipment repair.
• Guide technicians and control documentation quality using the service ticket management system and OEM portals.
• Own challenging troubleshooting tickets to provide appropriate problem resolution.
• Perform in-depth repair on servers and other data center equipment independently.
• Order, receive, and pull required parts accurately as specified in SOP/WI.
• Update inventory information as specified in the process and directives.
• Contribute to updating and implementing Standard Operating Procedures (SOP) and Work Instructions (WI).
• Work with Asset Management and Technical Manager regarding critical spare consumption levels and stockout risks.
• Actively participate in proactive service improvement, providing insight, feedback, and highlighting risks and inefficiencies.
• Lead training for new processes and take ownership of training newly hired technicians.
• Ensure compliance with the identified process to maintain an organized and tidy work environment.
• Ensure compliance with environmental health and safety standards within the data center.
• Ensure compliance with administrative directives.
• Perform other tasks as directed by management.

Qualifications

• 4+ years of hands-on computer/server hardware break-fix experience in a data center environment.
• Intermediate knowledge of computer applications.
• Knowledge of service management or ticketing system.
• Effective communication and listening skills, written and verbal fluency in English.
• Driven, self-motivated to continuously improve.
• Eager to learn and a fast learner.
• Willingness to adapt to different learning styles in training new technicians.
• Adaptable, able to work independently, and a proactive team player.
• Capable of multitasking with a high level of attention to detail.
• Able to safely lift and move a minimum of fifty (50) pounds.
• Previous ticket system exposure, preferably ServiceNow.
• Knowledge of computer applications, preferably in the Google Workspace.