Provide exceptional customer service and support 24X7 to both internal and external customers while maintaining 100% uptime.
- Work directly and remotely with the customer and Aptum support staff to identify, troubleshoot, and isolate technical issues for resolution.
- Utilize custom monitoring software and internal ticketing system to provide internal/external customer support.
- Manage and perform tape library rotations and perform daily facility walkthroughs.
- Manage access to the Data Center to prevent unauthorized access; sign in/out contractors and visitors.
- Maintain the data center, ensuring it is secure, organized, clean, and efficient.
- Provide support to the Facilities team by monitoring and reporting on Data Center infrastructure.
- Monitor servers for hardware and software alerts to ensure a high level of data integrity and availability.
- Install and troubleshoot internal and external copper/fiber cross-connects.
- Escalate events and trouble tickets appropriately following defined procedures.
- Maintain and update procedural and technical documentation to ensure accuracy.
- Interact and communicate effectively with internal and external customers in a friendly and personable manner via multiple channels.
- Provide remote hands within the local Data Center, including installation, racking, stacking, and configuration of equipment for collocation customers.
- Assist with high-level technology planning and design, addressing the short and long-term objectives and resource requirements.
- Enforce company security policies and other compliance requirements.
- Handle technical escalations from local or remote employees related to projects, daily tasks, and customer-facing support tickets.
- Perform provisioning, hardware builds, rack deployments, OS installations, and application configuration of MH customer solutions.
- Support servers running Microsoft Windows Server, Red Hat Enterprise Server, Ubuntu Linux, or VMware ESXi.
- Install and upgrade servers within the data center, including server additions and removals.
- Troubleshoot simple operating system storage issues, including file system, disk management, and RAID technologies.
- Plan, schedule, and complete customer-related maintenances involving hardware swaps, testing, troubleshooting, and configurations.
- Troubleshoot basic Layer 1 and Layer 2 network devices, including access switches, load balancers, and firewalls.
- Ensure the secure destruction of data as per industry standards on decommissioned devices.
- Cable standard and custom cabinets/solutions
Required Skills:
- High School diploma or equivalent required; University or College degree preferred.
- Excellent communication and organizational skills and a focus on attention to detail.
- Ability to multitask and prioritize work in a fast-paced high-pressure environment.
- Team player with the ability to also work independently with minimal supervision.
- Must be able to work a flexible schedule.24x7x365 coverage required including holidays, weekends, and nights.
- Minimum of 1 year experience building, repairing, and upgrading server hardware components.
- Minimum of 1 year experience working in a data center environment or equivalent technology background required.
- Basic troubleshooting of layer 1 and 2 network-related issues.
- Experience installing, configuring, and troubleshooting Windows Server 2008, Windows Server 2012, VMware ESXI, Hyper-V, RedHat, Ubuntu, and various operating systems.
- Experience installing and terminating CAT5e, CAT6 and installation of Fiber (Multi & Single Mode).
- General knowledge of SAN, Storage arrays, hardware raid and configuration.
- Industry-accepted certifications or equivalent work experience in one or more of the following areas:
- Network +
- MCP, MCTS or MCITP (Windows Server2k8, Windows Server 2012)
- Server+
- Working knowledge of facility-related Infrastructure, ie. Power, Cooling, and Generators.
General Skills:
- Dependable, accountable, and motivated.
- Excellent organization and time management.
- Proven skills in anticipating, identifying, diagnosing, and solving critical problems.
- Actively and positively contributes to team to achieve a common goal.
- Ability to lift a minimum of 20KG. Work Environment:
- Data Center floor and office.
- Customer interaction onsite and remotely.
- Relaxed, fun, and professional.
- Flexibility, as this role involves shift work. ‘Flexibility’, by the way, refers to your schedule.
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