Senior Data Center Support Services Technician

Key Responsibilities

Data Center Services Operations — Break/Fix and Hardware Maintenance

• Identifies opportunities for team members to perform server, server-component, and core-hardware maintenance to ensure efficient performance throughout the equipment lifecycle.
• Guides and coaches less experienced technicians on best practices for power distribution units (PDUs) and hardware replacement, including safely removing and troubleshooting hardware without disrupting critical infrastructure.

Data Center Services Operations — Network Configuration, Installation, and Expansion

• Guides and instructs less experienced technicians on best practices for implementing designed and defined network communications and solutions, including reviewing and signing off on client configurations within the environment.
• Validates cabling, network-environment builds, and connectivity, ensuring devices are properly connected and free of errors.

Technical Support and Troubleshooting

• Monitors and assigns work through the ticketing system; mentors less experienced technicians; and implements technical solutions to enhance or troubleshoot systems within the service-level agreements (SLAs) associated with assigned tickets.
• Identifies and escalates recurring issues or trends and documents the steps and resolutions required to maintain the environment.

Safety, Security, Compliance, and Documentation

• Oversees adherence to established standard operating procedures (SOPs) and methods of procedure (MOPs), ensuring all work complies with site rules, colocation-provider requirements, and required sign-off processes in data center and customer-site environments.
• Upholds and enforces established security procedures, considers applicable local regulations, and performs functional testing of security controls.
• Ensures compliance with health and safety requirements—including personal protective equipment (PPE), site-access requirements, and site-specific compliance—during on-site work at customer locations and in the office, with limited supervision.

Continuous Improvement

• Provides training on advanced break/fix and repair techniques aligned with corporate objectives, while adhering to SOPs and MOPs for operational data center change-control processes.
• Identifies and analyzes recurring issues and trends; escalates them to senior peers, external experts, and operations teams; and engages global teams on local issues.

Collaboration, Vendor Relations, and Leadership

• Leads collaboration with project teams and colocation partners to test and validate the installation, operation, and performance of electrical and mechanical systems, and to coordinate site-utility requirements.
• Acts as a technical liaison between technical and non-technical teams, providing subject-matter expertise to identify and resolve resiliency, reliability, and availability risks.
• Ensures contractors and vendors deliver quality services and meet all applicable SLAs.
• Contributes to quality assurance through process development and training of less experienced peers.

Core Responsibilities

Planning and Execution

• Completes complex and/or ambiguous tasks in accordance with project requirements and with limited direction.
• Provides guidance to team members on adjusting priorities and resources according to team needs.

Collaboration and Partnership

• Collaborates across teams to lead the delivery of impactful work and support critical team objectives.
• Applies an advanced understanding of business, stakeholder, and customer needs to build partnerships within and beyond the team.

Problem Solving

• Develops and shares procedures to identify and resolve routine and non-routine issues, serving as an escalation point for the team.
• Collects and reviews data and information to troubleshoot complex issues.

Continuous Learning

• Actively develops knowledge, skills, and tools while staying current with industry trends and best practices.
• Seeks and applies feedback and advanced training to improve performance.

Continuous Improvement

• Recommends, implements, and shares improvements that increase the efficiency and effectiveness of complex processes, protocols, and workflows.