Description:
Data Center Infrastructure Technician - Onsite
Rio Rancho, NM
Responsible for providing network and IT infrastructure support, physical layer troubleshooting, desktop support as it relates to desktops, switches, routers, and other network communication equipment at our client's location. Performing first and second-level problem diagnosis through to resolution including communicating, tracking, reconciling, and documenting the cases accurately within designated guidelines (SLAs).
Responsibilities require working with customers, subcontractors, internal technicians, and consulting personnel in a professional and corporate setting to complete assigned service request cases to the customers' satisfaction within an aggressive SLA environment.
Position Details
- Contract with possible contract extension or hire
- Standard work hours: 6am-6pm (rotation 3 days one week; 4 days the next week)
- Location: Onsite - Rio Rancho, NM 87124
Primary Roles & Responsibilities
- 90% infrastructure; 5% network; 5% PC/Desktop support
- Update customers and other stakeholders regularly on ongoing service requests
- Escalate and manage tickets to ensure timely resolution
- Able to smoothly transfer information at the end of each shift with other support staff about any outstanding issues and tasks
- Performs research to improve service levels
- Ability to meet service level agreement requirements during the ticket life cycle
- Physical installation of desktop systems
- The patching cabling between network equipment and customer's network when applicable
- The installation, troubleshooting & de-installing network equipment - Install/swap out devices (e.g., phone, computers, cables, boards, edge routers, switches and etc.)
- Provide hardware break-fix services for network infrastructure
- Support inventory management activities such as receiving inventory, tagging assets, tracking spares, ordering inventory, updating inventory records, prepare and return damaged equipment
- Analyze, detect, identify, and correct technical problems and deficiencies
- Utilizing a Service Desk ticketing system to document work, progress, and resolutions
- Ensuring ticket work notes are continuously updated while being worked, and final resolution(s) provided within all completed tickets
- Perform safety inspections of communication rooms and equipment on a reoccurring schedule
- Apply problem-solving skills and break down complex problems into solvable segments to triage problems as assigned
Knowledge, Skills, Abilities
- Requires reliable transportation and active driver's license
- Must be proficient in utilizing technical tools such as cable, and fiber testers
- Requires experience in working in end-user environments, server rooms & communications closets
- Must have a good understanding of M.S. Windows, and M.S. Office Suite applications
- Must be able to perform rack and stack activities with a knowledge of data communications networking
- Must understand cable patching processes and procedures
- Must be able to assist in troubleshooting issues and understand network terminology
- Must be able to lift heavy objects safely
- Must be able to crawl under desks and work in tight spaces
- Must be willing to work shift work which could include nights and weekends
Education / Experience Requirements
- High School/GED (Required)
- Associates Degree major in related field (Preferred)
- Minimum 5 years Experience in data communications (combinations of education and experience will be considered)
- Required
- Basic knowledge of IP networking
- Installation, de-installation, & troubleshooting of network devices (i.e Cisco routers/switches)
- Desktop support
- Preferred
- CompTIA "A+ or "Net+ Certification
- Basic knowledge of Cisco switches and routers
- Basic knowledge of local and wide area networking
- An understanding of IP phone technology
- Ticket and queue management within ServiceNow
- Required