OUR COMPANY:
EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.
We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.
WHAT YOU WILL DO:
We are seeking a highly skilled and hands-on Data Center Repair Lead (Breakfix) to oversee and support hardware repair and troubleshooting operations within our data center environments. This role requires deep technical expertise in diagnosing and resolving hardware and network issues, executing repairs, and leading a team of technicians in delivering high-quality, SLA-driven support. Reporting to the Service Manager, this role coordinates workload, manages escalations, supports staff development, and partners with site leadership and cross-functional teams. The ideal candidate will be proficient in using Command Line Interfaces (CLI) for diagnostics, managing escalations, and ensuring the consistent delivery of breakfix services across a range of server, storage, and network hardware platforms.
This position involves rotational shifts to support 24/7/365 operations.
This role may require up to 10% travel domestically and internationally.
KEY RESPONSIBILITIES:
- Directly manages technician team members at the assigned site, including regular 1:1 meetings, performance feedback, coaching, professional development, onboarding, training, and accountability.
- Coordinates daily support operations, including workload distribution, ticket queue oversight, staffing coverage, escalation triage, adherence to support processes, and service expectations.
- Approve timecards accurately and on time for error-free billing.
- Lead breakfix operations across server, storage, and network hardware platforms, ensuring timely and effective resolution of hardware failures.
- Perform advanced diagnostics using CLI tools (e.g., Cisco IOS, NX-OS, Linux shell) to identify and resolve system and network issues.
- Oversee physical hardware repair, including component-level replacements (e.g., drives, memory, NICs, PSUs, fans, motherboards).
- Troubleshoot Layer 1–3 network issues, including port failures, link flaps, and misconfigurations.
- Coordinate with OEM vendors for RMA processes, part replacements, and warranty claims.
- Maintain and update documentation for incident resolution, root cause analysis, and repair procedures.
- Manage ticket queues and ensure SLA adherence through effective prioritization and escalation.
- Provide technical leadership and mentorship to junior technicians, ensuring adherence to best practices and safety protocols.
- Collaborate with cross-functional teams to support infrastructure upgrades, migrations, and maintenance windows.
- Ensure compliance with MOPs and CMOPs, and contribute to their development and continuous improvement.
ESSENTIAL CRITERIA:
- Associate degree or higher in a technical discipline or equivalent hands-on experience in data center operations or IT support.
- 5+ years of experience in breakfix support, hardware diagnostics, and repair in enterprise environments.
- 2+ years of people management, supervisory, team lead, mentoring, or equivalent experience demonstrating increasing responsibility. (Required)
- Strong proficiency with CLI-based tools and environments (e.g., Cisco CLI, Linux/Unix shell, iDRAC, iLO).
- Demonstrated experience in troubleshooting and repairing server, storage, and network hardware.
- Familiarity with network protocols and tools (e.g., ping, traceroute, netstat, SNMP, syslog).
- Excellent problem-solving skills and ability to work under pressure in high-availability environments.
- Strong communication and leadership skills with a customer-focused mindset.
- Valid driver’s license and ability to travel between data center sites as needed.
DESIRABLE CRITERIA:
- Experience managing a technical support team in a multi-site environment. (Preferred)
- Industry certifications such as CompTIA Server+, Cisco CCNA, Dell EMC, or equivalent vendor-specific credentials.
- Experience with ticketing systems (e.g., ServiceNow, Remedy) and asset management platforms.
- Familiarity with scripting for automation (e.g., Bash, Python) is a plus.
- Experience working in a 24/7 operational environment with on-call responsibilities.
PHYSICAL REQUIREMENTS:
- Ability to frequently exert force equivalent to lifting up to approximately 50 pounds and occasionally up to 100 pounds.
- Clarity of vision at 20 inches or less and more than 20 inches, and ability to adjust focus.
- Three-dimensional vision, ability to judge distances and spatial relationships.
- Ability to identify colors and give and receive information through speaking and listening skills.
- Regular requirements to sit, use hands and fingers, handle objects, tools, or controls; and reach with hands and arms.
- Frequent need to stand and walk; occasional need to climb, balance, stoop, kneel, crouch, or bend.
EOS BENEFITS:
At EOS IT Solutions, we are committed to supporting the well-being and success of our team. Our comprehensive benefits package includes:
- Health, Vision, and Dental Insurance starting the 1st of the month after your start date.
- Meals, snacks, drinks, and desserts provided
- 10 Days of Paid Time Off (PTO) annually
- 12 Paid Holidays
- 6 Sick Days (available after 90 days of employment)
- 401(k) Retirement Plan with a $2,500 company match (available after 90 days of employment)
The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws.
EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor.
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