QTS

Data Center Lead Technician (DCO, Lead)

US-NJ-Piscataway Township
Job ID
2017-2028
Category
Data Center Operations and Facilities

OVERVIEW

 

 

The IT world is evolving. New technologies. New trends. New opportunities. There’s true excitement surrounding the future. That’s where QTS comes in. We’re fearlessly leading the way by redefining what it means to be a data center. We innovate next-generation cloud and hybrid solutions. We deliver a fully-integrated I.T. platform from top to bottom – one enabled by technology and world-class infrastructure. Simply put, we’re defining the curve.

 

As one of the nation’s largest and fastest growing data center companies, we help manage and protect critical data during a time of unprecedented change. The power of QTS' innovation happens when smart, creative people with a unified vision collaborate to break new ground, solve new problems, and create new solutions to improve lives.

 

We are powered by our people.

 

At QTS, we know where IT is going. And we’d like to invite you to join us.

 

The Data Center Lead Technician is responsible for assisting customers on the Data Center floor both in person and via the telephone, performing customer equipment installs, managing tickets within the define ticketing system, communicating and escalating alerts and customer requests to systems engineers for resolution, and completing tasks pertaining to computer hardware, software or operation systems. This role may also be responsible for team lead responsibilities.

 

http://www.qtsdatacenters.com/data-centers/piscataway

 

RESPONSIBILITIES, other duties may be assigned

 

  • Monitor and control daily service ticket activity, customer calls, and service levels.
  • Exceptional customer service
  • Resolving technical problems with hardware, software and connectivity.
  • Email Management
  • Ability to manage complex situations during off management hours - single point of contact
  • Troubleshooting customer issues while maintaining agreed upon service levels for customer contact and resolve
  • Perform miscellaneous warehouse related tasks
  • Strong written, verbal and interpersonal skills
  • Adherence to assigned schedule
  • Adhering to documented policies, procedures and processes both QTS internal and customer specific.
  • Able to function in a team environment
  • Maintain knowledge levels as industry enhancements occur
  • Continuous improvement of service delivery.
  • Continually maintain data integrity
  • Record, manage, and maintain an accurate physical hardware inventory
  • Perform physical hardware audits
  • Perform hardware warranty / RMA requests
  • Coordinate deliveries and transport requests
  • Perform physical material packaging and shipping
  • Sr. level technicians may have team lead responsibilities.
  • Maintain Order to Cash inventory levels 
  • Manage and perform all critical and non-critical processes/maintenances and participate in predictive maintenances
  • Manage third party vendors within the data center to ensure compliancy, specifications and quality standards
  • Perform and execute necessary rounds throughout Data center as directed.

 

TECHNICAL COMPETENCIES:

  • IBM Server Hardware support
  • HP Server Hardware support
  • Dell Server Hardware support
  • Cisco Network Hardware Support
  • RAID Technology
  • Install/upgrade/replace server, device, or network components as needed
  • Windows Server OS Support (2003/2008)
  • MS Office suite products
  • Networking support (protocols, troubleshooting connectivity)
  • DNS and DHCP
  • Network cabling installation and removal to support infrastructure needs
  • Verify, reserve and provision network resources
  • Ticket management software
  • Panatrack system (Future)
  • Clarizen
  • Server OS and application imaging/installation/upgrades as needed
  • Provisioning process
  • QTS DCO Processes
  • QTS DCO Product Knowledge
  • Infrastructure installation (Suite wall, Ladder racking, cages, cabling)
  • ServiceNow
  • System firmware and ROM maintenance
  • Tape Backup - Scalar
  • Storage Technologies - SAN/NAS/JBOD/Fiber Channel/HBA
  • Support Mass storage Team, RH&E
  • Receiving/Shipping
  • DCO Procurement process -Zycus
  • Inventory management
  • Miscellaneous warehouse related tasks
  • Technical Writing -  Customer process documents
  • DCO: installing racks, cages ,suite wall ,security
  • Installation of  badge readers ,bios,
  • ProWatch and genetic system,
  • common knowledge of Power

BASIC QUALIFICATIONS

 

  • Five or more years of professional experience in a data center or equivalent experience
  • QTS Management 101, Asset Management Courses, Conversant Training, Dale Carnegie Management, CPR, AED (If not completed upon application, must be completed within six to twelve months from hire)
  • Certifications:  (If not completed upon application, must be completed within six to twelve months from hire)
    • DCO Technician I Certifications

A+, Microsoft Certification: 
MCP
OEM (Panduit, Corning)
Cooper and Fiber Installer I
OEM Server Courses (Dell Online)

    • DCO Technician II Certifications:

Network+
BICSI Installer / Certifications

 

    • DCO Technician III Certifications:

Lan300 and Server+

 

    • DCO Technician Lead Certifications:

BICSI II
VmWare Courses
CCENT

 

Knowledge, Skills & Abilities:

  • Team Oriented
  • Problem solving
  • Priority setting
  • Results oriented
  • Personal Accountability - Integrity, Character, Trust
  • Client focused - Premium Customer Experience driven


 

 

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