Data Center Support Technician

Position Summary

The Data Center Support Technician is responsible for managing operational integrity of the H5 Data Centers’ facility. They oversee the physical security operations ensuring the overall site integrity while maintaining all aspects of access control and surveillance of the location. Additionally, they are responsible to act as a single point of contact for all customer engagement, daily handling of incoming calls, ticket processing, incident management and coordination. Individuals will be required to perform basic remote hands and escort duties on behalf of customers. Finally, they will monitor the health of all critical systems including building management, fire control, camera surveillance, access control, and network. The candidate must be willing to work any shift assigned to them, weekends and holidays.

Essential Job Functions

1. Responsible for all aspects of physical security at the data center
   1. Video surveillance
   2. Access control administration
   3. Processing access requests
   4. Regular patrols
   5. Security policy enforcement
   6. Incident response
2. Customer Support
   1. Primary point of contact for customer requests via phone, e-mail, and portal
   2. Processing requests and engage with subject matter experts as appropriate
   3. Administer ticket queues to ensure regular and timely updates through resolution and adherence to SLA’s
   4. Provide escort duties for H5 Telco’s and vendors as well as customer vendors 
   5. Perform basic remote hand support duties on behalf of customers
   6. Primary focal point for incident management and escalations
3. Facility Monitoring
   1. Monitor the health of building critical systems via BMS and visual inspection
      1. Power
      2. Cooling
      3. Fire systems
   2. Monitor the health of access control, camera surveillance and perimeter intrusion
   3. Monitor the health of critical IT systems
      1. Networks
      2. Servers
   4. Perform incident coordination on the event of significant incidents
      1. Initial response and dispatch of vendors
      2. Escalate to senior management
      3. Set up crisis ridge (if appropriate)
      4. Sent our advisories
      5. Coordinate restoration with on-site personnel

Qualifications

Education:

Experience: 

1. Excellent interpersonal and communication skills (written and oral)
2. Familiar with physical security protocols
3. Customer service experience
4. IT system qualifications will be required if not already certified

Skills and Abilities

1. Competent in the use of Windows, MAC and IOS systems
2. Organization and time management skills
3. Must be a self-starter, able to work in a fast paced constantly changing environment
4. Ability to work well in a team environment or independently with minimal supervision
5. Comprehensive understanding of data center best practices is a bonus