Job Role: Support Technician - Rack and Sack

Job Location : Redmond, WA (Day 1 Onsite)

Duration : Contract

Role Overview: The Asset Management and Site Operations Specialist will be responsible for overseeing all MLS-related data within the asset and inventory tracking system (OneAsset [OA]). This role includes creating and auditing data, performing updates, conducting monthly physical audits, and maintaining the quality of the data. The specialist will also manage deployment, migration, and decommissioning of devices, coordinate warranty parts orders, process warranty returns, and fulfill spares and supplies. Additionally, the role involves maintaining and auditing various inventories and ensuring storage room cleanliness and organization.

Key Responsibilities:

• Identify and manage a lead per site or cluster of sites.
• Audit ticket queues daily to ensure compliance with ticket management.
• Monitor communication channels for timely responses to customer requests.
• Document and publish weekly site operations meeting notes.
• Review and track monthly CMDB audit reports.
• Report on monthly operational metrics such as stock levels, UPS, power, and SAN utilization.
• Maintain and document environments and processes on a shared SharePoint site.
• Manage escalations and facilitate resolution of major incidents.
• Ensure cross-training for backup resource management during incidents.
• Deliver Post Incident Reviews within five business days of an event.
• Audit and ensure compliance with cabling practices.
• Manage space allocation and preparation for deployments.
• Ensure consumable supplies are stocked prior to deployments.
• Provide timely updates on deployment progress.
• Support best practices consultation and escalate facility changes as needed.
• Support service improvement plans based on client feedback.
• Assist MLS Service Managers with customer communications and service issues.
• Develop and implement lab usage strategies to optimize infrastructure resource utilization and customer satisfaction.