Overview‍

As a Data Center Technician (DCT), you will develop an understanding of standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and/or decommissioning equipment under the guidance of more experienced Data Center colleagues.  This opportunity will allow you to develop an understanding of our Data Center environment, familiarize yourself with security and data management procedures, and accelerate your career growth in the process.

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‍Responsibilities‍

Datacenter Operations

• Receives guidance and supervision to develop an understanding of standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and/or decommissioning IT datacenter technology(ies) and equipment. Develops and acquires a fundamental understanding of the functions of, and interactions between cabling infrastructure, network, server, and storage equipment.
• Reviews Process Change Notifications (PCNs) and develops an understanding of the impact to work execution and awareness to changes within their area of work and/or the work of others. Asks questions when they do not have required information and may provide feedback on changes to processes to experienced technicians and/or direct-line management.
• Complies with Data Center business unit policies, procedures, and deadlines with guidance from experienced technicians and/or direct-line management. Escalates issues related to compliance or operational assurance activities to direct-line management.
• Completes assigned tickets efficiently and in alignment with relevant Key Performance Indicators (KPIs) per task type with guidance from experienced technicians. Seeks guidance from more experienced technicians on difficult or complex tickets.

Service Delivery

• Develops an understanding of effective execution order strategy(ies) for assigned tasks with assistance from experienced technicians or direct-line management. Prepares, stages, sets up, and performs basic startups and shutdowns for hardware (e.g., racks, hard drives, switches) according to specific written instructions provided via checklists, guides, standard processes, emails, guidance from other technicians, and/or direction from management. May perform tasks in tandem with other technicians to comply with procedures and safety requirements.
• Learns about post-execution verification of grounding, staging, labeling, and cabling to align with all safety protocols, deployment standards, and planned Network Design Templates (NDTs). Learns about errors in deployment standards or Network Design Templates (NDTs) and escalates to relevant technicians or specialists to coordinate corrections as needed.
• Performs basic diagnostics and troubleshooting with guidance from experienced technicians and/or via standard procedures to identify the cause(s) of technical issues and replace faulty components in network, storage, or server equipment with zero-to-minimal customer and/or business disruption. Develops awareness of conditions, circumstances, and scenarios which may reflect significant customer or business impact within the Data Center environment.
• Follows procedures to immediately communicate, report, and escalate data center technical or safety related incidents to direct-line management. May participate in bridge calls to provide details on incident status and executes on-site follow-up actions as directed if necessary.
• Directly performs decommissions, simple changes (e.g., memory upgrades, OS rebuilds) and refreshes of infrastructure cabling, network, storage, and server equipment, following standard procedures whilst seeking clarification and guidance from more experienced technicians as needed. Processes data-bearing devices (DBDs) for destruction or confirms any-and-all such devices (e.g. hard-drives, solid-state drives, flash cards, etc.) contained within network, storage, or server equipment has been identified for eradication or destruction with guidance.

Managing Service

• Escalates and/or seeks guidance from experienced technicians or direct-line management regarding client interactions.
• Maintains an awareness of Key Performance Indicators (KPIs) through reporting dashboards, systems, for personal monthly performance discussions as needed.
• Develops an understanding of cross-functional Data Center processes to support partnerships with internal and external stakeholders.
• Completes required training aligned to job focus areas and workloads (i.e., Break fix, Deployment, Simple Change, Decommission, IT Critical Environment) in a timely manner per direct-line management assignment(s). Observes more experienced technicians to gain hands-on experience and relevant on-the-job training (OJT). May complete additional or supplemental training to obtain or maintain relevant industry or technical certifications.

Datacenter Work Environment

• Participates in daily safety briefings. Completes required Environmental & Health Safety (EHS) training, complies with safety procedures (e.g., equipment use, lifting, electrical hazards, ladder/rolling stair use), completes required Task Hazard Analysis (THAs), and uses appropriate equipment and Personal Protective Equipment (PPE) for assigned tasks. Adheres to and promotes a culture of safety, taking proactive action to alert others of safety concerns, near-misses, and/or incidents. Participates in the regular cadence of proactive safety observation reporting processes and systems.
• Completes required security and data management training while complying with security and data management procedures/policies with guidance from other technicians. May escort third party vendors or IT support on-premises at data centers or network sites. Appropriately takes action and reports physical security access concerns and/or incidents to direct-line management or established reporting methods.
• Contributes to a positive and effective team environment by sharing information with other shifts or technician teams, contributing in regular team meetings, asking questions, and partnering with other shifts of technician teams to complete smooth transition and effective handover of ticketed work. Encourages providing and responding to feedback received on ways to work more effectively or enhance efficiency within their team and adopts best practices shared within-and-across shifts or technician teams.
• As indicated above, this role has a travel requirement of up to 25% which means you may be required to travel, from time to time, as part of this role.
• As indicated above, have the ability to work 12-hour shifts, including shift assignments during non-standard business hours that may include evening, nighttime, weekends and/or holidays.

Physical Requirements (Applies to but is not limited to US-based Data Center roles)

• Occasional climbing of ladders.
• Frequent climbing of stairs and/or ramps.
• Prolonged standing.
• Occasional lifting 50lbs. / 22.5kg.
• Occasional push or pull 50-75lbs. / 22.5-34kg. with assistive device.
• *Normal visual acuity (near, far and peripheral with correction).
• *Normal color vision for electrical work.
• *Normal is defined via standard medical terms and applicable criteria.

Other:

• Embody our culture and values

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‍Qualifications‍

Required/minimum qualifications

• High school diploma, GED, or equivalent and basic knowledge of computer hardware and components OR equivalent experience.

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Other Requirements:

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:

• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

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Preferred Qualifications:

High school diploma, GED, or equivalent and basic knowledge of computer hardware and components AND 1+ year(s) experience supporting IT equipment or related technology OR equivalent experience.

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