Job description

Job Summary:

The Service Delivery Technician provides technical and facility support in an always-on data center environment. He/She interfaces with employees, vendors and customers at all levels. He/she will install cabling, IT gear, cabinets, cages, and other IT support infrastructure in a mission critical environment. He/she will perform requested installations and troubleshoot systems. He/she will participate with multiple IT teams on project work as requested, and work to support tenant installations and requests.
IMDC is looking for team members who are open to learning and growing in a fast-past and evolving environment. High-energy, a strong sense of urgency and dedication to your team, our customers and IMDC’s vision is required to be a success in this role. This is a full-time shift position.

Key Responsibilities:
Provide remote hands support for any request requiring actions within the data center space to include but not limited to, server/network equipment racking, provisioning power for new rack installations, all data cabling and provide hands on support for problem resolution

Monitor, resolve and update all Operations-assigned service tickets throughout your daily shift using the building management system. This will include, but is not limited to, trouble tickets and customer installations of electrical and physical equipment

Operate, monitor, maintain, and respond to abnormal conditions in facilities systems.

Install network structured cabling and other infrastructure components

Monitor and react to alert / alarm conditions generated from building management system

Support the safety and cleanliness of the environment and occupants by being proactive in identifying issues you see need resolution, opening tickets for maintenance and taking the needed steps to get it done

Ensure physical security of data center, building, and occupants by maintaining site security protocols, badging requirements and data protection procedures

Functional Knowledge, Skills, and Competencies:

Perform server, network device, and storage array hardware troubleshooting.

Perform advanced structured cabling tasks including termination of fiber (fusion splice), twisted pair, and coaxial copper runs.

Installation and termination of all copper and fiber cross-connects to include gathering requirements, designing, labeling, testing and documentation

Work closely with vendors, field technicians, and other telecommunications carriers to resolve service issues and improvements.

Identify, research and support process improvement actions related to data center services.

Support Shipping and Receiving with delivery and tracking of packages internally, packaging/unpacking and loading/unloading of deliveries for customers, carriers, vendors or other offices.

Remote Hands – Server Reboots, power cycling equipment, and replacing equipment on a variety of data center equipment including servers, storage arrays, and network devices.

Escorts – Provide escorts for clients, vendors, and contractors to various onsite locations.

Rack/Stack/Configure hardware.

Provide general cleaning of the data center environment as needed on a regular basis.

Remain informed and up-to-date on the policies and procedures in the Service Now knowledge base.

Be proficient in extending various types of network circuits including OC-n, DS1/3, Gigabit Ethernet, and wavelength.

Be knowledgeable concerning meet-me-room and carrier POP layout, installations, and maintenance.

Perform basic electrical troubleshooting, including use of an amp-meter.

Knowledge of basic electrical theory including Ohm's Law, AC power, power/voltage/current relationship, grounding, and electrical circuits.

Be able to use network troubleshooting tools including light meters, OTDRs, and packet analyzers.

Knowledgeable concerning shipping and receiving of complex data center equipment including storage arrays. Basic carpentry skills are useful.

Proficiency in material handling and stock control with an understanding of their financial and operational impacts.

Intermediate PC skills with demonstrated proficiency in Microsoft Office Suite

Understanding of Basic Math Skills

Time management skills and the ability to meet tight deadlines

May be assigned over-time work based on the needs of the business. Working hours are varied and nights, weekends and holidays may be required.

Business Expertise: A data center specialist must have a high level of competence working in a data center environment. They will be required to follow best practices defined for the production and backup data centers. They must use past experiences and draw upon organizations such as BICSI and AFCOM to insure best practices are being instituted and maintained in the data center environment

Leadership: This role will be responsible for the support and efficient operation of the Data Center. Strong sense of urgency and ability to prioritize. Ability to take initiative to ensure tasks are completed. Refrain from disclosing confidential customer names to nonaffiliated personnel. Must be able to communicate clearly and effectively in English, both verbally, typed and written. Read, interpret, and follow specific written and verbal instructions.

Problem Solving: This role will be required to troubleshoot and resolve minor to major problem with the Data Center compute / networking gear and also assist with problem situations with the electrical and mechanical plants. Able to create a checklist and follow it in order of arrangement without losing track of completed tasks.

Nature of Impact: The efficient operation of the compute spaces physical plant supporting the data center has a direct impact on both internal and external customers.

Area of Impact: This role has impact on the IMDC business line.

Interpersonal Skills: Good communication skills for both internal and external technician communications. Strong organizational skills. Must be able to work independently and as part of a team; able to interact with colleagues at all levels of the organization.

Job / Physical Requirements/Qualifications: (Define the physical demands and/or travel requirements necessary to meet the minimum requirements of the role)

Physical Requirements: Walking, standing, sitting, lifting 50 lbs. bending, climbing

Able to sit and stand for long periods of time.

Able to type at a keyboard, use a mouse, focus on a computer monitor for long periods of time without causing or exacerbating any injury or medical condition.

Able to squeeze a hand-tool for twenty plus (20+) repetitions without causing or exacerbating any injury or medical condition.

Able to safely climb a twelve (12)-foot ladder and reach at arm’s length without losing balance.

Travel Requirements: (Please indicate percentage of travel required)
% Total travel: 0%
Must be able to lift fifty (50) lbs safely over your head. To include standing, bending and kneeling as needed to perform this task. Server lifts can be utilized where applicable. Movement of cable, IT gear, support infrastructure, and related equipment.
10-20 lbs.
30-40 lbs.
40 lbs.

Unpacking, verifying and cataloging IT equipment shipped into the data center complex.
Licenses & Certifications Required: HP / IBM Self Maintainer Certified, A+ Server Certification

Education:
Data center experience preferred. Additional trade or technical education strongly encouraged.

BCSI and/or A+ certification desired. Three years structured cabling experience strongly desired

Disclaimer: This job description is not meant to be an all-inclusive statement of every duty and responsibility of the jobholder. Certain features of this job are described in the above headings, but are not necessarily limited to the above written statements. They may be subject to review. All positions within Iron Mountain may include other duties as assigned.

Iron Mountain is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, creed, age, national origin, sex, sexual preference or handicap.

Job Type: Full-time

Pay: $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Day shift
• Holidays

Work Location: In person

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