Data Center Services Technicial - Leonia, NJ

JOB TITLE: Data Center Services TechnicianRequisition #: IST-E-362Location: Leonia, NJ

 

Job Function Overview:

 

The Data Center Services Technician is the first point of contact in a multi-customer environment.  Customer contact will come in the form of phone calls, emails, and automated online systems. Incoming issues will require problem identification, research, and resolution or escalation to technical support. It is the responsibility of the technician to provide Tier 1 support regarding network and server related issues.  These include, but are not limited to, system backups, availability, service requirements and password resets.

  Shifts are 8 hours, primarily 8pm – 5am Monday through FridayOther shifts may be occasionally required on an Overtime / Swap basisThis is a Non-Exempt (hourly) position.

 

Principle Responsibilities:

 Act has a “Hands and Feetâ€� resource for Tier 2 teams and customers who are administering systems and networks remotely.  “Hands and Feetâ€� requests are any type of request which requires an on-site presence to physically touch a component or system.  They include loading CDs, reseating cables, power cycles, hard drive swaps, confirmation of power / error lights, and so on.  Requests which require the system chassis to be opened will generally be the responsibility of the Hardware Team.Coordinate closely with the Hardware team.Respond to customer contacts via phone and automated system alerts via ticketing system.Use a variety of tools and resources to monitor system readiness and report status changes as needed.Follow defined processes and techniques depending on customer, nature of problem and severity.Work with customers and internal Infocrossing personnel to evaluate, troubleshoot, and resolve or escalate problems to the appropriate Tier 2 personnel and vendors.Work closely with other team members, both locally and in other locations, to ensure open issues are tracked, kept current, and transitioned during shift changes.Perform Tier 1 Windows administration tasks, e.g. server patching, basic troubleshooting and application maintenance

 

 

Knowledge and Skills Required:

 High School Diploma / GEDAttention to detail and the ability to multitask is a must.One year or more operations/help desk experience in a customer-facing role.Experience with Server/Network monitoring tools (NetIQ, Spectrum).Experience with ticket tracking tools (Remedy, Heat).Experience as a Windows administrator in a multi-server environment.Excellent verbal/written communications and customer service skills.

 

Other Qualifications:

Additional education a plus but not required:MCP or MCSABS/IT or equivalent work historyBasic Unix administration experienceEducation or experience equal to A+ or Network+ certification