Operations Technician I
Employment Type : Full-Time
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
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Working Conditions
Location: 140 4th Ave N Ste 360, Seattle, WA 98109
Job Type: Full-time