IT​/Tech Technician, IT Support

Technician - II

The Remote Hands Technician II will assist all Digital Realty customers by providing "best in class" customer and technical support. The Remote Hands Technician II will work with and support all customer demands which may include, racking and stacking of equipment, cabling, cross connects, etc. Internally, the Remote Hands Technician II may work with the Deployment and Implementation teams, the Global Command Center, Provisioning team and Project Management to ensure relevant installations meet delivery dates and create a positive customer experience.

The Remote Hands Technician II will be primarily responsible for responding to Customer Requests within the Service Level Agreement time frame. The Remote Hands Technician will also assist other members of the Operations Team ensuring 100% uptime to all customers.

Perform Remote Hands services which are tracked through the Digital Realty ticketing system. This includes, but is not limited to the following services:

• Equipment Rack and Stack
• Cable, terminate, and dress fiber or copper network cabling
• Assist customers with the diagnosis of hardware and software issues on their equipment
• Power cycling of customer equipment
• Perform cabinet/cage audits
• Blade/Card, Memory, Hard Drive, and Transceiver installations or removal
• Testing and troubleshooting of copper and fiber optic circuits
• Perform migrations of equipment, power, or networking devices
• Shipping and Receiving of packages
• Receive, install, and test customer and internal cross connects of copper and fiber optic interconnections
• Use of power and hand tools (e.g., screwdrivers, drills, wire strippers, punch down tools, etc.)
• Provide timely customer and internal updates using a computer based ticketing system
• Perform and document inventory verification/counts.
• Adherence to Standard Operating Procedures
• Assist to maintain overall Data Center cleanliness and appearance
• Work flexible shift schedules
• Report to the facility within a 1 hour average for emergency assistance as needed

3+ years of experience in Telecommunications or Data Center related field

Understanding of telecom structured cabling standards

Understanding of network device deployment

Ability to communicate written and verbally

Work flexible shift schedules

Provide rotational on-call coverage

Use of industry standard test equipment

Troubleshooting and root cause analysis skills

Professional business communication and interpersonal skills

CompTIA A+ / Net + Certification preferred

General knowledge of AC/DC electrical theory

Understanding of Building Management System (BMS) and Branch Circuit Monitoring System (BCMS)

Experienced in Microsoft Office Suite (Access, PowerPoint, Word, Outlook, Explorer) and or/equivalents

Lift and handle up to 50 pounds

Bend, stoop, and stretch as required for placement and retrieval of network devices, materials, or equipment

Work under a raised data center floor

Climb ladders (up to 16 feet) to reach plenum spaces