Position Summary
The Senior Data Center Support Technician (Senior DCST) is responsible for the managing of operational integrity of the H5 Data Centers facility. They perform the physical security operations for the H5 facility, ensuring the overall site integrity while maintaining all aspects of access control and surveillance of the location. Additionally, they are responsible for acting as a single point of contact for all customer engagement daily, handling incoming calls, ticket processing, incident management & coordination. Individuals will be required to perform Remote Hands and escort duties on behalf of customers. They will monitor the health of all critical systems including building management, fire control, camera surveillance, access control, and network. The Senior DCST will ensure all work performed strictly adheres to H5 policies, guidelines, and standards. They will develop the knowledge level of DCST team to perform their assigned tasks without errors.
They will provide a high level of Customer Satisfaction along with timely and accurate order completion and train the DCST team to do the same. Expertise in the essential duties below is expected. May be required to be on-call.
The candidate must be willing to work shifts and weekends.
This position reports to the Facility Manager.
Essential Duties and Responsibilities
Responsible for all aspects of physical security at the data center
- Video Surveillance
- Access Control administration
- Processing access requests
- Regular patrols
- Security policy enforcement
- Incident response
Responsible for all aspects of physical security at the data center
- Video Surveillance
- Access Control administration
- Processing access requests
- Regular patrols
- Security policy enforcement
- Incident response
Facility Responsibilities
a. Monitor the health of building critical systems via BMS, Power, Cooling, and Fire systems.
b. Monitor the health of access control, camera surveillance, and other intrusion detection systems.
c. Monitor the health of critical IT systems such as servers, networks, and other hardware.
d. Perform Incident coordination in the event of a significant incident.
i. Escalate to senior management.
ii. Set up crisis bridge (if appropriate)
iii. Send out customer advisories.
iv. Coordinate restoration with on-site personnel
e. In the event of a Telecommunications or Network failure this position will assist Site Manager with investigation, resolution and closure of all troubles and publish findings in the appropriate format.
f. Handles the quick resolution of all high Severity Customer Service Requests and emergency escalations.
g. Facility Infrastructure Maintenance as required, dependent on location.
i. Participate in Infrastructure MOP’s and proper execution.
ii. Participate in scheduling and notification of infrastructure maintenance.
iii. Work with infrastructure maintenance vendors to ensure all H5 processes and procedures are followed.
Knowledge/Skills required
Education:
1. College education (4+ years) with a bachelor's degree in computer science or information technology preferred.
Experience:
1. Four years of data center experience.
2. Experience in building and testing telecom/ fiber cross-connects.
3. Familiar with Physical security protocols.
4. Familiarity with configuring Networking Equipment such as Routers, Switches and Hubs.
5. Understanding design of Data Center Meet-me-rooms and best practice with experience in management of rooms a plus.
6. Competent in the use of Windows, MAC and IOS systems.
7. Customer service experience.
8. Organizational and time management skills.
Skills and Abilities
1. Must be a self-starter, able to work in a fast paced constantly changing environment.
2. The ability to work well in a team environment or independently with minimal supervision.
3. Operational experience with Security Systems, resource management, capacity planning, monitoring, and performance.
4. Comprehensive understanding of data center best practices and standards.
5. IT System qualifications and Meet-me-room design knowledge.
6. Excellent knowledge of logical data flow for physical Network and Logical host. This will assist in designing, diagnosing issues and problem solving.
7. Available during unscheduled days or shift times for emergency coverage.
8. Responsibilities and duties may change, expand, etc. flexibility and the ability to adapt is a must.
Job Type: Full-time
Pay: $25.00 - $27.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Schedule:
- 10 hour shift
- 12 hour shift
- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- Night shift
- On call
- Overtime
- Weekends as needed
Experience:
- Customer service: 1 year (Preferred)
- security protocols: 1 year (Preferred)
- Security: 1 year (Preferred)
- Data center: 4 years (Preferred)
Work Location: In person