Data Center Operations Technician III
United States - Elk Grove VillageFull-TimeMid-levelOperations
Key Responsibilities
- Utilize custom monitoring software and an internal ticketing system to provide customer support
- Identify and troubleshoot simple hardware failures on x86-based servers, including the replacement of failed hardware components
- Troubleshoot simple operating system storage issues, including file system, disk management, and RAID technologies
- Support servers running Microsoft Windows Server, Red Hat Enterprise Server, Ubuntu Linux, or VMWare ESX Server
- Simple operating systems administration to include troubleshooting of login, password, and connectivity issues
- Troubleshoot simple local area network (LAN) connectivity issues and reestablish remote access to customer configurations utilizing SSH, Terminal Services/Remote Desktop Services, or Remote Access Controllers
- Complete the troubleshooting, configuration, and replacement of network device hardware, including access and aggregation switches, firewalls, load-balancers, and security appliances
- Complete the troubleshooting, configuration, and replacement of storage devices, including DAS and NAS arrays
- Complete customer configuration maintenances including hardware modification, operating system installation, mounting of the devices within cabinets, and completion of all cabling needs required
- Troubleshoot copper and fiber cabling, including initial installation testing as well as connectivity issues with previously deployed copper or fiber cabling
- Provide technical communication relating to customer configurations in a concise, professional manner
- Adhere to company security policies and procedures, including health and safety and local governing requirements, as directed
- Execute and maintain meticulous 5S and housekeeping practices
- Demonstrate no less than full performance in a continuous, consistent, measurable manner
- Demonstrate high levels of passion and enthusiasm when providing Fanatical Support to all customers and coworkers
- Communicate in an honest, transparent manner focused on building trust amongst customers and coworkers
- Demonstrate a clear understanding of the Rackspace software toolsets required for the monitoring and support of customer configurations
- Demonstrate the ability to complete customer configuration maintenance and hardware troubleshooting
- Attention to detail and adherence to maintenance instructions ensure customer configuration rework is not required
- Customer configuration maintenances are quality controlled and adheres to published policy and process to ensure Global alignment
- Troubleshooting and problem-solving capabilities lead to accurate and timely resolution of technical events
- All customer incidents or potential risks to our customers must be investigated utilizing the root cause analysis method
- All customer interactions, both internal and external, are conducted in a manner that delights customers
- Process and policy sign-off is conducted in a timely manner, with a clear understanding of the subject matter, by the specified due date
- All areas of responsibility are clean and organized, with specific areas designated for all movable items
Knowledge/Skills/Abilities
- Intermediate knowledge of engineering, design, configuration, installation, maintenance, and upgrade of the local area network (LAN) and/or wide area network (WAN)
- Intermediate knowledge of servers and various software applications
- Must be able to lift 50 lbs overhead
- Analytical Skills
- Database Management
- ERP Software Skills
- Audit Skills
- Investigative Skills
- Low Voltage Cabling
- Network/Systems Skills
- Process Improvement
- Project Management
Education/Experience
- High School Diploma or regional equivalent required
- Bachelor's Degree preferred, preferably in a field related to the role.
- 3 - 4 years of data center experience required; requires a minimum of 2 years of experience in the role duties
- Industry-recognized certifications in operating systems, networking, security, and/or storage technologies are preferred
