IT​/Tech, HelpDesk​/Support, IT Support

The Data Center Technician II (DCT II) 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. DCT II’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

Customer Support

• Provide timely resolution and/or escalation of customer issues.
• Maintain a professional attitude and conduct while in the performance of the data center duties.
• Deliver proactive updates to customers and teammates as necessary.
• Immediately addressor elevate service impacting events when notified by Flexential monitoring tools.
• Follow Flexential Support processes and procedures.
• Execute tape handling procedures for internal and external customers.
• Perform Customer Service Delivery Audits as requested.
• Physical device alert review throughout data centers
• Incident triage and escalation
• Provide local access and escort for vendors and carriers.
• Provide and track carrier access for circuit installations.
• Perform remote hands work for internal and external customers.
• Flexibility to support 24 / 7 operations with ability to work any shift in a 24x7x365 environment
• Perform data entry tasks for ongoing infrastructure changes, customer installations.and facility reporting.
• Assist and/or complete physical and logical installations of Flexentialservices.
• Update all relevant and required documentation.
• Complete assigned workflow tasksin order toprovide timely turnaround to customers.
• Maintain clean and organized customer cabinets, cables, and cages during installation of Flexential services.

Remote Hands Support

• Perform Software/Hardware Installations.
• Perform Software Upgrades.
• Basic Troubleshooting within Microsoft software and operating systems
• Execute routine maintenance procedures (Customer reports, System Updates, Backup Services).
• Rack and stack customer or Flexential hardware
• Provides onsite support for Flexential hardware and systems as instructed by partner teams.

Facility Operations

• Maintain cleanliness of the Data Center and surrounding supporting areas.
• Perform Customer Infrastructure Environmental Monitoring.
• Perform Facilities Rounds and elevate pertinent information.
• Process all in and out bound shipping/receiving for Customer and Flexential Deliveries.
• Operate Badge Access Security System.
• Immediately report facilities alarms to the local Critical Infrastructure Operations Engineer or Manager.
• Responsible for initiating escalations for customer impacting/potentially impacting infrastructure/redundancy loss events
• Assist Critical Infrastructure Manager (CIM) on an as needed basis.
• Complete End of Shift Reporting.
• Follow Flexential Data Center Policies and Procedures.
• Stay abreast of new facilities-related information and training updates.
• Assist with Monthly Generator Test Procedure.
• Work with local mgmt.to maintain cabling and general usage item inventory levels.

Training

• Complete policy and procedure review within scheduled timelines.
• Maintain proficiency level with Flexental Tools and Systems used to deliver support.
• Perform other duties as required and assigned.

Required Qualifications

• High School diploma or equivalent
• Excellent verbal and written communications skills.
• Minimum 2 years of experience working within a Customer Service or, IT Support, or trade position.
• Strong attention to detail, making and keeping commitments and meeting deadlines.
• Ability to work any shift 24/7
• A minimum of 30 hours a week will be devoted to work directly related to…