Data Center Technician

Responsible for effective delivery of technical support and installations. This will include break-fix tasks, including hardware, network, cabling and rack deployments, site planning, problem escalation, and managing installations in an Oracle Cloud Infrastructure (OCI) datacenter. Prioritize ticketing queues, resolving escalations, and clearing blocking issues to enable continued delivery of technician activities in accordance with internal policies and service level agreements. Provide 24/7 site coverage for Oracle OCI datacenter sites.

About the candidate:

• Bachelor of Science degree in Computer Science, Information Systems or equivalent work experience
• Experience in IT infrastructure support and server administration in a mid-sized environment (200 - 1000+ server systems)
• Experience with data center M&E equipment
• Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems
• Experience working in a mission critical operations environment
• The position involves on-call duties which means you should have a driving license and be able to reach the Data Center site within approximately 60 minutes and may require working in cramped spaces or elevated locations
• Ability to speak confidently and communicate clearly in a virtual environment
• Strong adherence to processes and be a process champion
• Good communication skills (oral and written) and ability to interact professionally with a diverse group of customers and staff
• Experience providing client-facing, direct customer support and service
• Ability to work productively in remote cross-functional teams or resourcefully and independently as an individual
• Highly service-oriented, reliable, responsible, self-motivated
• Good command of English

Required data center experience:

• Basic knowledge of data center design, including electrical and cooling plant and operation
• Basic knowledge of airflow management (hot aisle, cold aisle, containment etc.)
• Rack and stack equipment including commissioning of new racks
• Strong structured cabling skills on fiber and copper (e.g. looping, termination and testing)

Required systems and hardware expertise:

• Systems administration (Linux and/or Windows Servers)
• Hardware repair, diagnosis and break/fix
• Networking fundamentals (DNS, TCP/IP, basic troubleshooting)
• IT hardware concepts (RAID, SAN, x86 architecture, SCSI, FC, ethernet, iLO)
• Base operating system installs and configuration
• Core OS services: SSH, Telnet, DHCP etc.

Role responsibilities and requirements:

• Act as support expert liaison to other technical teams and non-technical teams (e.g. networking, compute, compliance, business operations)
• Understand internal customer problems and provide technical solutions in a timely manner
• Participate in the installation, monitoring, maintenance, support, and optimization of all production server hardware
• System board level repair and fault diagnosis to SLAs
• Planning and commissioning new rack positions
• Involvement with the design and commissioning of new whitespaces
• Structured cabling installation is a significant part of this position
• Keep up with the latest technologies and apply them appropriately
• Adherence to defined health and safety processes at all times
• Working as part of a multi-disciplinary team without friction
• Additional on premise work at customer locations may be required

Required skills:

• Customer service
• Good communication skills
• IT infrastructure
• Linux server
• Hardware technical support
• Troubleshooting

Responsibilities:

Perform performance trend analysis and manage the server/network capacity. Propose client configuration and implement technical solutions to enhance and/or troubleshoot the system. Work with others to define and coordinate vendor purchase needs. Responsible for support documentation as well.