Full Job Description
Your role at a glance
The Data Center IT Infrastructure Technician supports client requests within their space in NTT data centers. The Data Center IT Infrastructure Technician is expected to address customer inquiries via support tickets requests from inception through resolution with minimal or no supervision. This includes but not limited to troubleshooting hardware issues with servers, network devices, cabling, and power connectivity. The Data Center IT Infrastructure Technician responsibilities also include but are not limited to racking and stacking equipment, installing PDU's creating and managing documentation, and periodically supporting help desk functions such as participating in a phone queue, performing desktop support, and deploying hardware (laptops, VoIP phones, peripherals).
What we are looking for
ESSENTIAL DUTIES & RESPONSIBILITIES
Unbox, inventory, and install client hardware such as server, storage, and network devices into client racks.
Ability to manage assets for clients, including but not limited to preforming inventory audits, receiving and shipping equipment.
Ability to coordinate technical tasks with internal groups and manage requests to resolution.
Installation of cabling and cable organization per NTT or client standards, including labeling.
Troubleshooting and diagnostics of enterprise level hardware.
Perform replacement of DIMMs, hard drives, power supplies and other components within server, storage, and network devices.
Ability to understand execute instructions provided by clients and internal groups.
Perform commissioning and decommissioning of hardware.
Installation of cross connects and ability to work with Telco carriers to troubleshoot circuits.
Ability to install and troubleshoot CAT 5E, CAT6, single mode and multi-mode patch cables.
Installation of data center infrastructure materials including racks and cabinets w/ grounding, cable tray and ladder, cable management, copper and fiber networking cable, copper and fiber patch panels and any other materials necessary for data center operations.
Perform installation and maintenance on Power Distribution Units within client enclosures.
Work in a standard ticketing system, providing clear, timely, and appropriate customer communications.
Regularly communicate with employees, contractors, and clients via phone, email, or ticketing system. Periodically join call bridges to troubleshoot and validate infrastructure related issues.
Adhere to Change Control Processes and Standards
Periodically provide corporate desktop support services including laptop imaging, printer support, user account administration and other hardware, software, telecom, and communication services with support from desktop technicians.
Acts as communication coordinator and situation manager during any critical incidents call bridge events.
Performs other duties as assigned.
Support 3rd party vendor activities.
Process all tickets within SLA guidelines and follow procedural requirements.
KNOWLEDGE, SKILLS & ABILITIES
Previous experience working in a complex high availability data center environment is preferred.
Working knowledge of data center processes and design (power, cooling, redundancy).
Working knowledge of airflow management best practices.
Working knowledge of computer hardware.
Ability to provide and recommend solutions to internal staff and clients.
Understanding of networking components and infrastructures.
Familiarity with cable management and knowledge of how to run fiber and copper in a data center to include labeling.
Familiarity with patch panels.
Knowledge of copper and fiber cable testing equipment.
Excellent troubleshooting and problem resolution skills.
Able to operate material handling equipment - server lifts and pallet jacks.
Ability to demonstrate effective team and interpersonal skills.
Experience with Data Center incident resolution, asset management, and logistics.
Critical thinking and decision making related to outage risk assessment.
Regular, predictable attendance is essential for satisfactory performance.
Strong understanding of servers, routers, network switches, and patch panels. Must understand how devices are interconnected and how to troubleshoot hardware and layer 1 connectivity issues.
Proficiency working with standard desktop PC tools and applications, such as MS Office, MS Outlook, web browsers, etc.
Experience with active directory, Office 365, and enterprise level ticketing systems.
Experience with laptops, desktops, docking stations, and enterprise level peripherals.
Experience with participating and supporting critical incidents (incident call bridges, communications, and administration of critical incidents).
Understanding of console cables, basic network commands, and SSH/Telnet clients such as Putty.
Must have the ability to communicate effectively both written and verbally.
EDUCATION & EXPERIENCE
High School Diploma or GED required.
3-5 years of data center environment or help desk experience is required.
CompTIA A+ certification or equivalent experience required.
CompTIA Network + and BICSI Installer 1 certification preferred.
PHYSICAL REQUIREMENTS
Physically assist in moving and racking equipment.
Able to climb a ladder and work on a raised platform.
Able to safely lift and move up to fifty (50) pounds.
Must have the ability to perform office-related tasks which may include prolonged sitting or standing.
Must have the ability to move from place to place within an office environment.
Must be able to use a computer.
Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers.
WORK CONDITIONS
Data Center environment with varying temperatures and loud noises; extensive daily usage of workstation or computer. This position may require rotating schedule to support a 24/7 support schedule.
SPECIAL REQUIREMENTS
Must work on-site; no telecommuting permitted.
Must be comfortable working in a highly critical, fast paced environment with shifting priorities.
Must possess a current, valid state-issued driver's license.
Must be flexible in schedule to support department needs as needed. (Coverage for In-Fill type projects, PTO, sick leave, etc.)
Must satisfactorily pass or complete any required client background checks or training.
"A valid driver's license is required as employees will need to support tasks in nearby buildings and utilize company vehicles to complete assignments."
Compensation Pay Range
For roles residing in the US, we share pay and benefit levels to support pay transparency requirements. For other countries, we are more than happy to share our competitive pay and benefit levels during the interview process.
This is a remote position that requires reliable internet connection and electricity. A monthly stipend is provided to cover expenses associated with working remotely and use of a personal mobile device, if applicable.
NTT Global Data Centers Americas, Inc. offers competitive compensation based on experience, education, and location. Base salary for this position is:
$33.00 - $47.12
All regular full-time employees are eligible for an annual bonus; payout is dependent upon individual and company performance.
Employees receive paid time-off, medical, dental, and vision benefits, life and supplemental insurance, short-term and long-term disability, flexible spending account, and 401k retirement plan to create a rich Total Rewards package.
