Critical Operations Technician II

SUMMARY

The Critical Operations Technician II is responsible for the installation, repair, and maintenance of IT, electrical, mechanical, plumbing/piping equipment, machinery and controls located in the interior and exterior of the building. This role monitors operations and conducts a routine and ongoing assessment of the building systems, operations, and performance. It performs tests, rounds, and analyzes data to ensure proper functioning of departmental equipment.

The role also assists customers on the Data Center floor both in person and via telephone, performing customer equipment installs, managing tickets within the ticketing system, communicating and escalating alerts and customer requests to systems engineers for resolution, and completing tasks related to computer hardware, software or operating systems. This role requires on-site work hours to support a 24X7X365 data center environment and is not eligible for remote or hybrid work.

• Applies learning, knowledge, skills, and company policies to a wide range of tasks pertaining to IT, electrical and mechanical equipment, controls, and operating systems.
• Leads, maintains, monitors, and performs preventive maintenance on mechanical and electrical equipment; records readings and adjusts where necessary to ensure proper operation.
• Provides remote hands and eyes services for customers.
• Provides high-level computer hardware and software configuration support. Installs suite wall, cage material, ladder rack, fiber tray, cabinets, cabling and customer equipment based on provisioning documentation and established Data Center Operation procedures.
• Installs and repairs IT, mechanical, and electrical equipment as required; assists other team members with major repairs and maintenance of building and equipment.
• Processes work orders for preventative and corrective maintenance on critical, building, and site infrastructure. Consults with supervisor or team lead to order necessary tools and equipment as required.
• Creates and/or updates tickets within the established ticketing system to address customer calls, data center facility, network and/or system related alerts.
• Operates and monitors critical and non-critical system equipment and components to ensure safe and compliant operation.
• Responds as required to building emergencies and customer requests.
• Complies with departmental policy for the safe storage, usage, and disposal of hazardous materials.
• Uses the Change Management Process to get approval for preventative and corrective maintenance. Commences and completes the maintenance along with necessary documentation using the QTS process and software.

• Five or more years of technical training, military training, or workplace equivalency.
• Background in areas of IT, electrical, and/or mechanical.
• Proficiency with MS Office Suite.

• Two or more years of work experience in a data center environment, NOC, or equivalent.
• BOD OEM (Panduit, Corning), A+, Network+, BICSI Installer I certifications.

• Customer focus with excellent interpersonal skills and the ability to interface with all levels within the organization.
• Ability to analyze operations of various systems, determine the cause of problems and malfunctions, and take corrective action as required.
• Strong written, verbal, and interpersonal skills.
• Ability to function in a team environment.
• Ability to pass job-related skills assessments based on pre-determined scoring criteria and time frames.
• Computer skills and familiarity with MS Office, Outlook and web-based computer applications.
• Ability to acquire and apply job-related knowledge within set guidelines and expectations.

Position may involve frequent typing, standing, walking, pushing, pulling, bending, reaching and lifting. Lifting requirements may range from