Data Center Technician I

The Data Center Technician I 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 Technician I'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

• Establish and maintain strong customer relationships by prioritizing satisfaction and professionalism; respond to customer phone calls and emails promptly and effectively.
• Monitor and troubleshoot technical issues and alarms with Flexential Infrastructure.
• Comfortable with following ERP and escalating to engineering staff in a fast-paced data center environment.
• Perform physical security walkthroughs, administration of security sign-in and badging procedures for all colocation customers, visitors, third parties and escorting them to designated work location while adhering and enforcing established company security standards.
• Track and document time spent on tasks and support cases including customer installations, site expansions, outages, and remote hands activities.
• Ensure accurate entry of Cap Labor on timesheets and timely completion and submission of all timesheets.
• Accurately follow Flexential Cabling Standards.
• Execute standard operational tasks including auditing, documentation, and report completion under guidance from senior team members.
• Accurately follow instructions for hardware installations, maintenance requests, and ticket updates within ServiceNow and other systems.
• Always maintain data center cleanliness and organization, including inventory of tools and equipment, and support shipping/receiving processes.
• Work a common hardware upgrade/replacement request.
• Identify information given during more complex requests as outlined by the remote hands product.
• Perform common maintenance/PRJTASK requests after receiving guidance/walkthrough from a local project coordinator.
• Identify physical layer problems through testing of cables (cables are properly seated, confirming power supplies are plugged in, power strip has power, etc.).
• Install hardware in a cabinet according to Flexential best practices.
• Understand OpsDB functionality.
• Install, label, and document power installed into customer cabinets.
• Can articulate process for ordering of PDUs, cable, and cabinets.
• Install, label, terminate, test and troubleshoot cabling consistently.
• Document CLX entries.
• Follow safety and fiber cleaning protocols.
• Read, understand and perform LOA verification.
• Support site safety and emergency readiness efforts by participating in walkthroughs and learning protocols.
• Maintain SLA compliance across assigned tasks.
• Document shift activities and complete handoffs to ensure continuity of operations.
• Learn and apply Technical Operations best practices, seeking guidance from DCT II and III team members.
• Demonstrate reliability and flexibility in supporting 24x7x365 operations, including working varied shifts as needed.
• Perform other duties as assigned, contributing to a high-performing, collaborative, and resilient data center environment.

Required Qualifications

• Passion for providing great customer experience.
• Strong verbal and written communication skills.
• Understanding of Windows and Microsoft operating systems.
• Must be a self-starter, reliable and dependable.
• Excellent verbal and written communications skills.
• Strong attention to detail, making and keeping commitments and meeting deadlines.
• High school diploma or equivalent.
• 0-4 years of experience working within an IT or Data Center Support environment.
• Cross Team Collaboration.
• Running Cable/Climbing Ladders.
• Effectively respond to critical infrastructure emergencies.
• Network/Power Monitoring.
• Candidates must have reliable transportation.
• Ability to learn quickly and apply new knowledge and skills.
• Assess situations and escalate accordingly, following internal procedures.

Preferred Qualifications

• 1 year of experience working within an IT or Data Center Support environment.
• Previous NOC/SOC/IOC experience and/or data center experience.
• Some familiarity with DS1, DS3, Ethernet and dark fiber circuits.
• Experience with data center infrastructure such as generators, UPS, DC Plant, HVAC, Fire suppression systems, and ability to read electrical diagrams.
• Familiarity with basic hardware troubleshooting tasks, replacing hard drives, memory and motherboards.
• Knowledge of Windows operating systems both PC and server-side.

Physical Requirements

• Ability to climb ladders and work aloft.
• Ability to work in hot and cold temperature environments.
• Ability to maneuver pallet jacks.
• Ability to lift up to 50 lbs.
• Ability to pull and install cabling.
• Limited travel may be required.

Base Pay Range

The hourly salary offered for this position is estimated to be $21.00. However, the actual pay range depends on each candidate’s experience, location, and qualifications.

Safety Hazards

This position has the following safety hazards:

• ☒ Chemical
• ☒ Confined Spaces
• ☒ Electrical
• ☒ Ergonomics
• ☒ Climb ladders
• ☒ Mechanical lift
• ☒ Noise
• ☒ Temperature Extremes
• ☒ Trip/Fall