Job Description:

Operations Technician I

Job Locations

US-NY-Hawthorne

Overview

The Operations Technician I require basic 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 issues with little to no supervision. A strong customer service background and experience dealing with customers is a must. General assignments will include, but are not limited to: entry-level technical tasks, cabinet prep, stock handling, racking servers, cable pulling and termination, cleaning, working around HVAC and electrical equipment and organizational tasks.

Responsibilities

Provides quality 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, Kick-start, or Windows Deployment Services.


• Assist in the installation, racking, and cabling of equipment.


• Run, terminate, and test cables.


• Demonstrate proficiency with operations applications: e-mail, IRC, MS Office, etc.


• Equipment monitoring.


• General understanding of TCP/IP principles.


• User level experience with at least one server Operating System.


• Provide remote hands and eyes support for customer issues/concerns.


• Hardware setup and troubleshooting skills.


• Ability to inspect and troubleshoot issues in and around electrical, mechanical and life safety equipment.


• Ability to react to alarms and escalate all issues.


• Perform regular facility security and operational walk-throughs for issue identification, reporting and documentation.


• Be available to work shifts as needed and asked.


• Others as assigned.

Organizational Skills

• Maintain organization within the build room and stock area.


• Maintain cleanliness of data center and office spaces.


• Track, organize, and inventory spares.

Customer Skills

• Performs 1st level customer service.


• Maintain a presentable appearance.


• Maintain professional communications and attitude with clients and co-workers.


• Document all client requests and conversations via electronic ticketing system.


• Ticket creation, adherence to customer sign-in and authentication procedures.


• 1st level monitoring and reporting of data center services.


• Conduct customer follow up to ensure customer support requests have been completed to the customer's satisfaction.


• Close completed tickets from the ticketing system.

Communication Skills

• Verbal and written communication with Operations staff and other internal and external customers.


• Maintain stock level and other inventory reports.


• Provide written shift reports.

Qualifications

• Associates degree, or equivalent experience and two years working experience in a customer service/help desk environment and IT-related certifications; or bachelor's degree.


• General knowledge of TCP/IP.


• Previous cabling experience (Copper/Coax/Fiber preferred.)


• Must be able to work around electrical and mechanical equipment to take readings.


• Must demonstrate personal motivation and enthusiasm.


• Values continuous learning and self-improvement.


• Previous customer interaction experience.


• Must possess problem solving abilities for complex problems.


• A detailed base of technical knowledge regarding mainframe and PC hardware, operating systems, networks and communications protocols desired.


• 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.


• Able to identify and resolve issues effectively.


• 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.


• Must have a high degree of accuracy and attention to detail.


• Intermediate PC/Internet literacy.


• Previous experience with a ticketing system.


• Must possess strong interpersonal techniques, is positive, pleasant, respectful and customer focused.


• Must have courteous and efficient telephone manner.


• Must be available to work all shifts.


• 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

• Prior 1-3 years' experience particularly in the data center industry

Working Conditions

• Office environment