Conducts end-to-end hardware installation and troubleshooting with limited supervision. Validates cabling, and problem solving to establish error free connections with limited guidance. Monitors, reviews, and analyzes ticket queues addressing common incidents and escalating more complex or unresolved issues to senior technicians. Participates in training that aligns with corporate objectives. Begins to act as a technical liaison for technical and non-technical teams, providing knowledge to identify and resolve resiliency, reliability, and availability risks.
Internal Responsibilities
Datacenter Services Operations-Break/Fix and Hardware Maintenance:-Conducts end-to-end on-site hardware installation, removing and
troubleshooting hardware without disturbing critical infrastructure, and
configurations, with supervision.-Replaces server components and upgrades servers for existing customer
base, under close supervision.
Technical Support and Trouble Shooting-Technical Support and Trouble
Shooting:-Monitors, reviews, and analyzes ticket queues and system logs and/or
console alarm error messaging assigned environments, addressing basic
incidents and escalating more complex or unresolved issues to senior
technicians.-Implements technical solutions to enhance and/or trouble the system within
Service Level Agreements (SLAs), and escalates issues that affect
maintaining the environments with guidance.
Safety and Compliance-Safety, Security, Compliance, and
Documentation:-Learns and follows all established Standard Operating Procedures (SOPs)
/Maintenance Operation Protocols (MOPs) when performing tasks, ensuring
all work stays in sync with site rules, colocation vendor and/or data center
site rules, and signs-off.-Follows implemented required security controls.-Ensures compliance with health and safety guidelines (including personal
protection equipment, site access, or specific data site compliance) during
on-site work at customer locations and at office, within defined scope.
External Responsibilities
Datacenter Services Operations-Break/Fix and Hardware Maintenance:-Conducts end-to-end on-site hardware installation, removing and
troubleshooting hardware without disturbing critical infrastructure, and
configurations, with supervision.-Replaces server components and upgrades servers for existing customer
base, under close supervision.
Technical Support and Trouble Shooting-Technical Support and Trouble
Shooting:-Monitors, reviews, and analyzes ticket queues and system logs and/or
console alarm error messaging assigned environments, addressing basic
incidents and escalating more complex or unresolved issues to senior
technicians.-Implements technical solutions to enhance and/or trouble the system within
Service Level Agreements (SLAs), and escalates issues that affect
maintaining the environments with guidance.
Safety and Compliance-Safety, Security, Compliance, and
Documentation:-Learns and follows all established Standard Operating Procedures (SOPs)
/Maintenance Operation Protocols (MOPs) when performing tasks, ensuring
all work stays in sync with site rules, colocation vendor and/or data center
site rules, and signs-off.-Follows implemented required security controls.-Ensures compliance with health and safety guidelines (including personal
protection equipment, site access, or specific data site compliance) during
on-site work at customer locations and at office, within defined scope.
