Operations Technician II

Job Locations

US-NC-Raleigh

Overview

The Operations Technician II position requires advanced 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 complex issues with little to no supervision. This position will incrementally be responsible for supporting internal applications and systems. 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.

Responsibilities

Provides quality internal and external customer service surrounding the Company values.
• 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


• Advanced understanding of TCP/IP principles


• Power user level experience with at least one Operating System


• Provide remote hands and eyes support for customer issues/concerns


• Specific knowledge of computer system hardware setup and troubleshooting skills


• Ability to inspect and troubleshoot issues around electrical and mechanical equipment


• Cabling


• Other duties as assigned

Organizational Skills

• Maintain organization within the build room and stock area


• Maintain cleanliness of stockroom, NOC and data center


• Track, organize, and inventory spares


• Develop and complete independent projects


• Manage initial onsite facility incident response

Customer Skills

• Performs 2nd 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

Communication Skills

• Verbal and written communication with Operations staff and other internal and external customers.


• Maintain stock level reports


• Provide written shift reports


• Work on monthly group reports


• Write root cause analysis of incidents

Qualifications

• Associate's degree or equivalent experience and three years working experience in a customer service/help desk environment; or Bachelor's degree


• 2-3 years work experience related to Operations Technician work


• Previous leadership or mentoring experience


• Advanced 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 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


• Advanced 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


• Strong Service Provider experience a plus.


• Must be available to work all shifts


• Candidate must possess a valid driver's license


• Ability to prioritize and organize effectively


• Ability to work both independently and with others


• Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines


• Proficiency in using MS Office Suite and Windows-based computer applications.