Site Services Lead Technician (IA)
Waukee, IA
T5 Services – T5 Facilities Management /
Full Time /
On-site
The Site Services Lead Technician (SSLT) is responsible for all aspects of the data hall IT equipment, systems, and supporting staff required to manage customer’s critical business operations. Responsibilities include the provision and fault diagnostic / rectification of network channel connectivity, installation, relocation & decommissioning of rack mountable IT equipment (servers, switches, routers, etc.).
Responsibilities
- Manage day-to-day relationships/accountability with vendors responsible for maintaining the clients data center network
- Perform the following tasks as the Lead Technician and train Site Services Technicians to perform the following tasks:
- Assign work requests to technicians from respective queues based on priority levels
- Lead, manage, and be responsible for the designated shift team, ensuring all work requests are progressed to meet or exceed the established SLA timeframes, take pre-emptive corrective action, as appropriate, to ensure service levels are achieved
- Manage in accordance with client directives the delivery of IT physical support services including but not limited to: network infrastructure including physical and wireless networks, cabling, routers and switches, server infrastructure including physical and virtual servers and related wiring to support the equipment, other IT storage, IT security, systems backup and disaster recovery, and asset management
- Complete work orders and customer service requests within service-level agreement contractual guidelines
- Update and maintain corporate asset management system with all moves, adds, and changes of equipment
- Provide day-to-day customer support on all hardware/network related issues including, but not limited to, service requests, network alarms, and deployments
- Adhere to all Federal and Local Safety laws
- Follow T5 data center corporate policies and procedures
- All other duties consistent with your role as you may be assigned by T5FM management
o Provide on-site physical and virtual support of technology infrastructure
o Diagnose and repair various network, hard and software, and operating system configuration issues
o Manage / install cable infrastructure and hosts per industry guidelines
o Troubleshoot Ethernet, carrier broadband, and fiber termination
o Perform on-site testing procedures and troubleshooting.
o Pull, terminate, document and test copper and fiber circuits
o Install overhead cable tray, cages, racks, and equipment
o Configure network routers and switches and IP based voice systems
o Perform basic firewall configurations and firmware upgrades
o Deploy and configure Windows server operating systems
o Install and remove server, network, and infrastructure equipment
o Provide smart hands problem solving support upon request. (Server reboots, OS updates/rebuilds, backups, visual inspections, etc.)
Education or Equivalent Experience
- Minimum 5 years’ experience in a Data Center or Managed Service Provider environment, required
- 3+ years’ experience with data center IT hardware, infrastructure, and cabling
- Network Certification – CCNA, Linux/UNIX, CompTIA A+, Net+ and Server+, Juniper JNCIA, preferred
- Experience with Commscope and Corning Fiber Optic Cable, preferred
Knowledge, Skills, Abilities, and Competencies
- Exceptional verbal and written communication skills required for interacting with internal employees and leaders, and external contractors and customers
- Exceptional analytical and decision-making skills required for understanding and evaluating complex problems, including analyzing a problem, identifying solutions, and selecting the best solution
- Financial acumen including the ability to create and understand budgets, financial analysis, and invoicing
- Able to prioritize work based on business and customer demands
- Able to work within all levels of the organization
- Able to participate and engage in senior management discussions and conversations pertinent to facility operations
- Able to articulate concepts and ideas to a non-technical audience
- Able to lead and contribute to customer-requested business reviews and audits
- Able to understand and train others on IT hardware configuration, power distribution, and network cabling, as well as other technical aspects of facilities management
- Able to read and understand complex drawings, systems and other documentation
Physical Requirements
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These physical tasks may be required on an emergency basis, meaning performed by the individual alone, without notice, and on an immediate basis to meet urgent facility operations requirements and standards at a site where frequently no other personnel are available.
- Available on call 24x7x365 for emergency issues
- Able to work in a loud environment
- Physically able lift 50+ lbs.
- Duties may include lift or ladder access
- Access to reliable transportation
