Data Center Support Services Technician

• Responsible for effective delivery of technical support and installations. This will include break-fix tasks, includes hardware, network, cabling and rack deployments, site planning, problem escalation and managing installations in an Oracle Cloud Infrastructure (OCI) datacenter.
• Prioritize ticketing queues, resolving escalations, and clearing blocking issues to enable continued delivery of technician activities in accordance with internal polices and service level agreements.
• Provide 24x7 site coverage for Oracle OCI datacenter sites and be part of Shift ROTA's to cover 24x7

Key Responsibilities

Datacenter Services Operations-Break/Fix and Hardware Maintenance

• Replaces server components, upgrades servers, and proactively maintains hardware to ensure efficient performance for its entire lifecycle, leveraging established protocols and guidelines.

• Installs power distribution units and/or replacement hardware, removing and troubleshooting hardware without disturbing critical infrastructure, as needed.

Datacenter Services Operations-Network Configuration, Installation, and Augmentation

• Implements designed and defined network communications and solutions, including cabling and networking equipment environments.

• Validates cabling, checking network environment build and connectivity is established, verifying that devices are connected and error free, with limited supervision.

Technical Support and Trouble Shooting-Technical Support and Trouble Shooting

• Monitors and responds in ticketing environment, guiding less experienced technicians or implementing technical solutions to enhance and/or troubleshoot the system within Service Level Agreements (SLAs) against assigned ticket, documenting steps or resolutions involved in maintaining the environments.

Safety and Compliance-Safety, Security, Compliance, and Documentation

• Drives adherence to all established Standard Operating Procedures (SOPs)/Maintenance Operation Protocols (MOPs) when performing tasks, ensuring all work stays in sync with site rules, colocation vendor rules, signs-off within a data center and/or customer site environments.

• Upholds required established security procedures, considering applicable local regulations -Ensures compliance with health and safety guidelines (including personal protection equipment, site access, or specific data site compliance) during on-site work at customer locations and at office, under some supervision.

Continuous Improvement

• Helps facilitate training that aligns with corporate objectives and adheres to SOPs and MOPs for operational Data Center Change Control processes.

• Begins to identify repeating problems or trends, escalating issues to senior peers and operations team, and engaging global team about local issues.

• Begins to analyze issues for repeating problems or trends, escalating identified issues to external experts and operations team, and engaging global team about local issues.

Collaboration, Vendor Relations, and Leadership-Collaboration, Vendor Relations, and Leadership

• Works with project teams/colocation partners to properly test and validate the installation, operation, and performance of electrical/mechanical systems and coordinate site utility requirements.

• Begins to act as a technical liaison for technical teams and provides subject matter expertise to identify and resolve resiliency, reliability, and availability risks.

• Ensures that contractors and vendors are delivering quality services and that all SLAs are being met.

• Begins to contribute to quality assurance through process creation and assists in the training of less experienced peers.

Core Responsibilities

Planning \& Execution

• Completes moderately complex and/or ambiguous assigned tasks in accordance with project requirements. Shifts priorities and resources according to team needs, with some direction.

Collaboration \& Partnership

• Collaborates with team to deliver impactful work and provide support for team objectives. Leverages understanding of business, stakeholder, and/or customer needs to build partnerships within immediate and related teams.

Problem Solving

• Follows procedures to identify and resolve moderately complex or non-routine issues, escalating as needed. Collects and reviews data and/or information to troubleshoot errors, and helps team address routine issues.

Continuous Learning

• Actively seeks to build new knowledge and learn new skills and/or tools in one's area of specialization and relevant domains. Listens to, addresses, and seeks feedback, and role models proactively pursuing training to improve performance.

Continuous Improvement

• Recommends ideas to increase efficiency and effectiveness of non-standard processes, protocols, and workflows.