The Role:

This is a very crucial position within the organization, and requires you to work in a fast paced, production Datacenter environment, on a high performance team. The purpose of this position is to provide local technical support at the Managed Services data center. Support is provided to customers and to internal support groups within the organization. This position utilizes technical skills and customer service skills at the local data center in support of our Managed Services products and services. Additionally, it supports the facility infrastructure operating at the local data center. 

What You’ll Do:

• Assist with technology installation to include securing of cabinets, racking of equipment, and cabling of devices.
• Provide onsite support for device troubleshooting to include power cycles/reboots, cable testing/replacement, and media handling support.
• Assist 11:11 Centralized Operations/Engineering, Project Management, and Customer Service teams in support of customer requirements when engaged.
• Provide on-site customer service to clients while working within the data center
• Provide on-site vendor support for maintenance, break/fix, and/or upgrades.
• Understand and follow defined standard operating procedures.
• Respond to and update tickets in accordance with department procedures.
• Ensure that the facility inventory is updated and accurate on a regular basis, based upon moves, adds, and changes.
• Perform data center walk-through during each shift to check for abnormal conditions such as unlocked cabinets/cages, unlocked PDUs, audible/visual alarms on equipment.
• When appropriate, escalate issues quickly and efficiently in order to solve problems within 11:11’s Service Level Agreement requirements.
• Issue problem, change, and request tickets when necessary for both 11:11 Systems’ infrastructure and customer environments.
• Understand the facility support systems (power, HVAC, fire detection/suppression, security); respond to alarms in accordance with department procedures.
• Should be able to lift 40 lbs.
• Experience working in a datacenter environment to include maneuvering in narrow aisles to install/troubleshoot equipment, ability to climb a ladder and crawl under raised floor to install/troubleshoot cabling.
• Must work holidays that fall on scheduled shifts, have the flexibility to work extra shifts as required by management.
• Work supportively with colleagues, operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values 
• Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies
• Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements 
• Additional duties as assigned

Who You Are & What You’ll Bring:

• Bachelor’s degree in a related field or equivalent work experience required.
• Minimum of 2 to 3 years’ experience, preferably in a data center or tech support environment. Previous data center experience required or equivalent work experience.
• 2-3 years’ experience with physical configuration and maintenance/troubleshooting of Enterprise level hardware.
• Understanding of LAN/WAN technologies, SAN environments
• 2-3 year’s proven networking experience required
• Must have the ability to lead and direct vendors to assist them in their efforts.
• Must be a self-starter and be able to manage assigned tasks with limited management input.
• Proven ability to execute multiple tasks efficiently and effectively
• Must be legally eligible to work in The United States without visa sponsorship 

Preferred Skills:

• A , MCSE, and/or CCNA certifications preferred or equivalent work experience.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.