Data Center Operations Technician I at Flexential in Portland, OR

Summary: Flexential is a data center services company seeking a Data Center Operations Technician I to provide physical and Level II technical support. The role involves monitoring technical issues, ensuring customer satisfaction, and maintaining data center operations in a 24x7 environment. Responsibilities: - Establish and maintain strong customer relationships by prioritizing satisfaction and professionalism; respond to customer phone calls and emails promptly and effectively - Monitor and troubleshoot technical issues and alarms with Flexential Infrastructure. Comfortable with following ERP and Escalating to engineering staff in a fast-paced data center environment - Perform physical security walkthroughs, administration of security sign-in and badging procedures for all colocation customers, visitors, third parties and escorting them to designated work location while adhering and enforcing established company security standards - Track and document time spent on tasks and support cases including customer installations, site expansions, outages, and remote hands activities - Ensure accurate entry of Cap Labor on timesheets and timely completion and submission of all timesheets - Accurately follow Flexential Cabling Standards - Execute standard operational tasks including auditing, documentation, and report completion under guidance from senior team members - Accurately follow instructions for hardware installations, maintenance requests, and ticket updates within ServiceNow and other systems - Always maintain data center cleanliness and organization, including inventory of tools and equipment, and support shipping/receiving processes - Work a common hardware upgrade/replacement request - Identify information given during more complex requests as outlined by the remote hands product - Perform common maintenance/PRJTASK requests after receiving guidance/walkthrough from a local project coordinator - Identify physical layer problems through testing of cables (cables are properly seated, confirming power supplies are plugged in, power strip has power, etc.) - Install hardware in a cabinet according to Flexential best practices - Understand OpsDB functionality - Install, label, and document power installed into customer cabinets - Can articulate process for ordering of PDUs, cable, and cabinets - Install, label, terminate, test and troubleshoot cabling consistently - Document CLX entries - Follow safety and fiber cleaning protocols - Read, understand and perform LOA verification - Support site safety and emergency readiness efforts by participating in walkthroughs and learning protocols - Maintain SLA compliance across assigned tasks - Document shift activities and complete handoffs to ensure continuity of operations - Learn and apply Technical Operations best practices, seeking guidance from DCT II and III team members - Demonstrate reliability and flexibility in supporting 24x7x365 operations, including working varied shifts as needed - Perform other duties as assigned, contributing to a high-performing, collaborative, and resilient data center environment Required Qualifications: - Passion for providing great customer experience - Strong verbal and written communication skills - Understanding of Windows and Microsoft operating systems - Must be a self-starter, reliable and dependable - Excellent verbal and written communications skills - Strong attention to detail, making and keeping commitments and meeting deadlines - High school diploma or equivalent - 0-4 years of experience working within an IT or Data Center Support environment - Cross Team Collaboration - Running Cable/Climbing Ladders - Effectively respond to critical infrastructure emergencies - Network/Power Monitoring - Candidates must have reliable transportation - Ability to learn quickly and apply new knowledge and skills - Assess situations and escalate accordingly, following internal procedures Preferred Qualifications: - 1 year of experience working within an IT or Data Center Support environment - Previous NOC/SOC/IOC experience and/or data center experience - Some familiarity with DS1, DS3, Ethernet and dark fiber circuits - Experience with data center infrastructure such as generators, UPS, DC Plant, HVAC, Fire suppression systems, and ability to read electrical diagrams - Familiarity with basic hardware troubleshooting tasks, replacing hard drives, memory and motherboards - Knowledge of Windows operating systems both pc and server-side - Ability to climb ladders and work aloft - Ability to work in hot and cold temperature environments - Ability to maneuver pallet jacks - Ability to lift up to 50 lbs - Ability to pull and install cabling - Limited travel may be required Required Skills: Windows operating systems, Data Center Support, Network/Power Monitoring Important Skills: Customer experience, Cabling installation, Hardware troubleshooting Nice-to-Have Skills: Cross Team Collaboration, Attention to detail, Verbal communication, Written communication, Self-starter Benefits: Medical, Telehealth, Dental and Vision, 401(k), Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA), Life and AD&D, Short Term and Long-Term disability, Flex Paid Time Off (PTO), Leave of Absence, Employee Assistance Program, Wellness Program, Rewards and Recognition Program