The ideal candidate balances strong technical hardware, physical network set up, and verbal/written communication skills, who are also are highly analytical with superior attention-to-detail, self-motivated, and a positive, humble results driven attitude. This person will serve as a mentor and trainer to other Service technicians in the field. Technicians are also expected to provide feedback, create documentation on both technical and non-technical processes, and contribute to our knowledge library that can be leveraged by others, for example KB Articles, SOP, lessons learned, etc. Additionally, the Tech will be both internal and external facing with the ability to lead and drive initiatives as assigned to a conclusion.
Tasks
- Troubleshoot server hardware issues, conducting RCA and failure analysis.
- Conduct controlled experiments to determine root causes of failures.
- Support global field deployments by maintaining equipment, software, and assisting technicians.
- Track server fleet health and investigate trends and unknown issues.
- Utilize Linux and Windows Command-Line for hardware troubleshooting.
- Set up physical networks, troubleshoot layers 1-3, and manage cables effectively.
- Assist network admins in setting up switches and updating port maps.
- Communicate effectively with team members, organize pre-work meetings, and provide daily status updates.
- Develop SOPs, knowledge articles, and conduct training sessions.
- Provide accurate feedback to engineering teams on failures and serviceability issues.
- Ensure attention to detail and accuracy in issue investigation and documentation.
- Experience working as a Datacenter techincian between 3 to 6 years.
- Strong server hardware knowledge with RCA and failure analysis experience.
- Proficiency in network troubleshooting and cable management.
- Excellent communication and interpersonal skills.
- Ability to work independently and in a team environment.
- Attention to detail and accuracy in documentation.
- Flexibility to adapt to new products and technologies.
- Prior experience in a similar role preferred.
- Minimum 3 + years of related work experience as a data center technician.
- High school diploma
- Ability to independently and regularly lift items weighing up to 50lbs or in partnership for items over 50lbs in weight.
- Ability to work autonomously and within a local or geographically dispersed team environment.
