Operations Technician II

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Job description

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:
Provides high quality, consistent, efficient and accurate work for internal and external customer service surrounding the Company values

Assemble/build hardware to meet client/service order specifications

Test in-stock hardware to determine functional status

Run diagnostic suites on Dell, Sun and HP servers

Build servers using Approved OS images via ghost or kick-start

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

Advanced 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 Aability 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 any and 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

Qualifications:
Advanced knowledge of TCP/IP, LAN and WAN technology

Previous experience with a ticketing system

Proficiency in using MS Office suite and Windows-based computer applications

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 possess problem solving abilities for complex problems

Ability to make decisions with strong processing skills

Strong written and verbal communication skills; must communicate effectively and in a professional manner

Able to handle multiple tasks, manage priorities, and remain professional at all times

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

Adequate professional experience and knowledge to perform Job Responsibilities

Ability to prioritize and organize effectively

Ability to work on multiple projects simultaneously

Ability to work both independently and with others

Proficiency in using MS Office suite and Windows-based computer applications

Experience and knowledge of Windows and Linux based servers

Ability to differentiate between colors

Ability to use small hand tools

Must be able to lift objects over one's head

Ability to use a ladder to work in elevated areas

Preferred Experience:

Associate's degree or equivalent 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

Pay Transparency
TierPoint is committed to practices that promote pay equity and transparency. We provide a compensation range for roles that may be hired in locations with pay transparency law requirements. It's important to note the pay range may be narrower than displayed, as various factors are used to determine the offered compensation package including skill set, level of experience, geographic locations, and other relevant factors- i.e. budgetary requirements.

Pay Range $21.01 - $31.66

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