Data Center Operations Technician

Job Overview

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. The role requires a solid understanding of facility infrastructure, Windows operating systems, PC troubleshooting, and management applications. Technicians must represent Flexential professionally and technically during interactions with customers and internal resources.

• 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; follow ERP processes and escalation procedures.
• Perform physical security walkthroughs, administer security sign‑in and badging procedures for all colocation customers, visitors, third parties, and escort them to designated work locations while adhering to established 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 and best practices.
• 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 Service Now and other systems.
• Maintain data center cleanliness and organization, inventory of tools and equipment, and support shipping/receiving processes.
• Work on common hardware upgrade/replacement requests.
• Identify information for more complex requests as outlined by the remote hands product.
• Perform common maintenance/PRJ tasks after receiving guidance from a local project coordinator.
• Identify physical layer problems through cable testing and other troubleshooting methods.
• Install, label, and document power and cabling in customer cabinets according to best practices.
• Understand OpsDB functionality.
• Follow safety and fiber cleaning protocols.
• Perform line‑of‑sight (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 variable shift work.
• Perform other duties as assigned, contributing to a high‑performing, collaborative, and resilient data center environment.

• Passion for providing great customer experience.
• Strong verbal and written communication skills.
• Understanding of Windows and Microsoft operating systems.
• Self‑starter, reliable, and dependable.
• Strong attention to detail and ability to meet deadlines.
• High school diploma or equivalent.
• 0‑4 years of experience in an IT or Data Center Support environment.
• Experience with cross‑team collaboration.
• Ability to run cable and climb ladders.
• Effective response to critical infrastructure emergencies.
• Knowledge of network and power monitoring.
• Reliable transportation.
• Ability to learn quickly and apply new knowledge.
• Assessment and escalation skills following internal procedures.

• 1 year of experience in an IT or Data Center Support environment.
• Previous NOC/SOC/IOC experience and/or data center experience.
• Familiarity with DS1, DS3, Ethernet, and dark fiber circuits.
• Experience with generators, UPS, DC plant, HVAC, and fire suppression systems, and ability to read electrical diagrams.
• Basic hardware troubleshooting skills, including hard drive, memory, and motherboard replacement.
• Knowledge of Windows operating systems on both PC and server sides.
• Physical ability to climb ladders and work aloft.
• Ability to work in hot and cold temperature environments and maneuver pallet jacks.
• Capability to…