Operations Technician Level 1
Charlotte
Primary Accountability/Responsibility:
The Operations Technician requires 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 not limited to: entry-level technical tasks; cabinet prep, stock handling, racking servers, cabling pulling, cleaning, working around HVAC and electrical equipment and organizational tasks.
Job Accountability/Responsibilities:
Technical Skills
- 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 or kick-start
- 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 Operating System
- Provide remote hands and eyes support for customer issues/concerns
- General knowledge of computer system hardware setup and troubleshooting skills
- Ability to inspect and troubleshoot issues around electrical and mechanical equipment
- Cabling
Organizational Skills
- Maintain organization within the build room and stock area
- Maintain cleanliness of stockroom, NOC and data center
- Track, organize, and inventory spares
Customer Skills
- Performs 1st level customer service
- Maintain a presentable appearance
- Maintain professional communications and attitude with clients
- 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 enterprise applications (backup, patching, etc.)
- 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 reports
- Provide written shift reports
Requirements:
- Associate’s degree and two years working experience in a customer service/help desk environment; or Bachelor’s degree
- 1-3 years work experience related to Operations Technician work
- General knowledge of TCP/IP
- Previous cabling experience (Copper/Fiber preferred)
- Must be able to work around high voltage or 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
- Reports to: Data Center Manager
- Locations Covered: Charlotte, NC
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