What are the responsibilities and job description for the Operations Technician II position at Tierpoint?
Overview
The Operations Technician II position requires advanced technical skills and capabilities. The ability to organize technical tasks, as well as the ability to develop a detail oriented technical problem solving approach. This position requires someone who can identify issues independently and resolve complex issues with little to no supervision. This position will incrementally be responsible for supporting internal applications and systems. A strong customer service background and experience dealing with customers is a must. General assignments will include, but not limited to: entry-level technical tasks; cabinet prep, stock handling, racking servers, cabling pulling, cleaning, working around HVAC and electrical equipment and organizational tasks.
Responsibilities
- Assemble/build hardware to meet client/service order specifications.
- Test in-stock hardware to determine functional status.
- Run diagnostic suites on servers.
- Assist in the installation, racking, and cabling of equipment.
- Run, terminate, and test cables.
- Must be able to implement Method of Procedures (MOP) for equipment maintenance.
- Assist in customer environment set-up, equipment installation, and equipment moves.
- Demonstrate proficiency with operations applications, e-mail, IRC, MS Office, etc.
- Equipment monitoring.
- Understanding of TCP/IP principles.
- Power user level experience with at least one Operating System.
- Provide remote hands and eyes support for customer issues/concerns.
- Specific knowledge of computer system hardware setup and troubleshooting skills.
- Advanced ability to inspect and troubleshoot issues in and around electrical, mechanical and life safety equipment and provide incident triage and support.
- Ability to react to alarms and escalate all issues through escalation procedures.
- Monitor data center environmental and network systems for alarms and troubleshoot under guidance of Data Center Manager.
- Provide security oversight and administration based on company standards through security control program, policies, and procedures.
- Monitory security cameras.
- Perform routine physical inspections for alarm identification and operational issues based on building and equipment checklists.
- Continually learn and train on duties and procedures.
- Follow all safety guidelines and best practices.
- Proactively manage ticket queue for timely request response and completion.
- Shipping and Receiving functions.
- Perform all daily operational tasks.
- Assist Lead Operations Technician and/or Data Center Manager with other facility related tasks.
- Provides quality internal and external customer service surrounding the Company values.
- Other duties as assigned.
Qualifications
- Knowledge of TCP/IP, LAN and WAN technology.
- Previous experience with a ticketing system.
- Must be able to work around high voltage or mechanical equipment to take readings.
- Must demonstrate personal motivation and enthusiasm.
- Previous customer interaction experience.
- Must have the ability to distinguish low impact from high impact problems with little direction.
- Able to understand complex solutions and relay effectively to customers.
- Experience and knowledge of Windows and Linux based servers.
- Adequate professional experience and knowledge to perform Job Responsibilities
- Excellent verbal, written, and interpersonal skills
- Ability to prioritize and organize effectively
- Ability to work on multiple projects simultaneously
- Ability to work both independently and with others
- Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines
- Proficiency in using MS Office Suite and Windows-based computer applications
Preferred Experience
- Three years working experience in a customer service/help desk environment; or Bachelor’s degree.
- Previous leadership or mentoring experience.
- Previous cabling experience (Copper/Fiber preferred).
- Detailed base of technical knowledge regarding mainframe and PC hardware, operating systems, networks and communications protocols desired.
- Proficiency in Service Now computer application.
- Prior experience particularly in the data center industry