Data Center IT Infrastructure Technician

Responsibilities

The Data Center IT Infrastructure Technician supports client requests within their space in NTT data centers. The Data Center IT Infrastructure Technician is expected to address customer inquiries via support tickets requests from inception through resolution with minimal or no supervision. This includes but not limited to troubleshooting hardware issues with servers, network devices, cabling, and power connectivity.

• Unbox, inventory, and install client hardware such as server, storage, and network devices into client racks.
• Ability to manage assets for clients, including but not limited to perform inventory audits, receiving and shipping equipment.
• Ability to coordinate technical tasks with internal groups and manage requests to resolution.
• Installation of cabling and cable organization per NTT or client standards, including labeling.
• Troubleshooting and diagnostics of enterprise level hardware.
• Perform replacement of DIMMs, hard drives, power supplies and other components within server, storage, and network devices.
• Ability to understand execute instructions provided by clients and internal groups.
• Perform commissioning and decommissioning of hardware.
• Installation of cross connects and ability to work with Telco carriers to troubleshoot circuits.
• Ability to install and troubleshoot CAT 5E, CAT6, single mode and multi-mode patch cables.
• Installation of data center infrastructure materials including racks and cabinets w/ grounding, cable tray and ladder, cable management, copper and fiber networking cable, copper and fiber patch panels and any other materials necessary for data center operations.
• Perform installation and maintenance on Power Distribution Units within client enclosures.
• Work in a standard ticketing system, providing clear, timely, and appropriate customer communications.
• Regularly communicate with employees, contractors, and clients via phone, email, or ticketing system.
• Periodically join call bridges to troubleshoot and validate infrastructure related issues.
• Adhere to Change Control Processes and Standards.
• Periodically provide corporate desktop support services including laptop imaging, printer support, user account administration and other hardware, software, telecom, and communication services with support from desktop technicians.
• Acts as communication coordinator and situation manager during any critical incidents call bridge events.
• Performs other duties as assigned.
• Support 3rd party vendor activities.
• Process all tickets within SLA guidelines and follow procedural requirements.

• Previous experience working in a complex high availability data center environment is preferred.
• Working knowledge of data center processes and design (power, cooling, redundancy).
• Working knowledge of airflow management best practices.
• Working knowledge of computer hardware.
• Ability to provide and recommend solutions to internal staff and clients.
• Understanding of networking components and infrastructures.
• Familiarity with cable management and knowledge of how to run fiber and copper in a data center to include labeling.
• Familiarity with patch panels.
• Knowledge of copper and fiber cable testing equipment.
• Excellent troubleshooting and problem resolution skills.
• Able to operate material handling equipment – server lifts and pallet jacks.
• Ability to demonstrate effective team and interpersonal skills.
• Experience with Data Center incident resolution, asset management, and logistics.
• Critical thinking and decision making related to outage risk assessment.
• Regular, predictable attendance is essential for satisfactory performance.
• Strong understanding of servers, routers, network switches, and patch panels.
• Must understand how devices are interconnected and how to troubleshoot hardware and layer 1 connectivity issues.
• Proficiency working with standard desktop PC tools and applications, such as MS Office, MS Outlook, web browsers, etc.
• Experience with active directory, Office 365, and enterprise level ticketing systems.
• Experience with laptops, desktops, docking stations, and enterprise level peripherals.
• Experience with participating and supporting…