Customer Support - II

Job Title

Pay Rate Range: USD 70 /hr.

- USD 78 /hr. on W2

Responsible for Tier 1 and 2 software and hardware support. Provides technical advice, guidance and informal training to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention.

Maintains knowledge database and call tracking database to enhance quality of problem resolutions. Works in a team setting, sharing information and assisting others with calls.

Demonstrated experience supporting enterprise data center or colocation environments.

Strong hands-on knowledge of enterprise server, storage, network, rack, power, and cabling infrastructure.

Experience performing rack-and-stack, equipment installation, hardware replacement, troubleshooting, relocation, and decommissioning.

Knowledge of structured copper and fiber cabling standards and practices.

Experience working with DCIM, configuration management, asset management, or inventory management platforms.

Understanding of data center power, cooling, environmental monitoring, capacity, and redundancy concepts.

Experience working within formal incident, change, and problem management processes.

Ability to interpret rack elevations, infrastructure diagrams, implementation plans, and technical documentation.

Experience coordinating vendors, contractors, colocation providers, and technical teams.

Strong troubleshooting, organizational, documentation, and communication skills.

Ability to independently prioritize work in a mission-critical operational environment.

Ability to participate in scheduled maintenance and after-hours incident response as required.