Lead Data Center Technician

DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. DataBank’s managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve technology performance, and allow focus on core business objectives. DataBank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX. 

DataBank is proud to be an Equal Opportunity Employer. Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.

The Lead Data Center Technician provides an overall focus on positive proactive end-user customer service through phone, email, face-to-face, and Databank’s internal case management systems. Lead Data Center Technicians are the first point of escalation for the local onsite team and assists with training as needed. Maintains accurate chain-of-custody logs of incoming and outgoing customer packages and ensures facility cleanliness. As a member of the Operations Team, the Lead Data Center Technician is expected to handle trouble tickets and remote hands requests from inception through resolution. Lead Data Center Technicians are tasked with the installation of a variety of circuits, including Ethernet, Sonet and Dark Fiber. Lead Data Center Technicians also monitor all business-critical systems (BMS, Security) and drive both internal and customer compliance to the company’s security standards, including training of Data Center Technicians on best practices. 

Responsibilities 

• Create and maintain effective customer relationships, with customer satisfaction as the ultimate goal. Answering customer phone calls and emails within a timely and professional manner. 
• Responsible for ensuring installs, capacity checks, testing and close out of Customer orders are completed in a timely manner while meeting predefined installation intervals 
• Responsible for ensuring all Tickets/Cases are resolved timely and in a professional manner. 
• Responsible for Cost efficiency, Outage management, Change management and Compliance within Data Center 
• Supervision of all Vendor Maintenance Activities within Data Center 
• Perform physical security walkthroughs, administration of security sign-in procedures for all colocation customers, visitors, third parties and escorting them to designated work location while adhering and enforcing established company security standards. 
• Accurately capture time invested on tasks and tickets/cases (customer installs, site expansions, outages, remote hands, etc.) including capturing Cap Labor on timesheets and ensuring team’s timesheets are completed, submitted and employee approved in a timely manner. 
• Responsible for monthly recording and furnishing Customer Metered Power, in a timely manner to meet invoicing. 
• Participate in the Market’s on-call rotation, based on Market needs. 
• Monitor and Resolve technical issues and alarms with Databank Infrastructure, ensuring issue resolution. 
• Responsible for following established ERP and Escalating to on-call staff or engineering support staff as necessary in a fast-paced data center environment. 
• Maintain and Ensure facility cleanliness at all times and maintaining site “Tour Readiness” at all times 
• Maintain working knowledge of all products, processes and systems, with an emphasis on PR/CSP submittal processes to ensure payment to Vendors occurs timely. 
• First point of escalation for local Data Center Technicians - Assisting with training, answering questions related to process/procedures,. 
• Enforcement of and Adherence to Databank Cabling Standards 
• Support customer and/or auditor tours as needed. 
• Responsible for Power Monitoring and Reporting 
• Maintain accurate inventory of work tools, test equipment, and devices 
• Manage weekly work schedules for 24x7x365 coverage as well as an on-call list in the event personnel need additional support 
• Supervise the day to day duties of the onsite DCT personnel across one or multiple sites and working with Data Center Manager on performance management of Data Center Technicians. 
• Other duties as assigned.

Qualifications 

• Responsibility and dependability are a must 
• Candidates must have reliable transportation 
• Trustworthy and ability to work independently with little or no supervision, if necessary 
• Strong written and verbal communication skills 
• Ability to learn quickly and apply new knowledge and skills immediately 
• Ability to assess situations and escalate properly, following internal procedures 
• Ability to comprehend industry terminology, trends, and best practices related to the physical layers of facility infrastructure and or data processing architecture 
• Knowledge of Windows operating systems both PC and server side 
• Knowledge of basic hardware troubleshooting tasks; replacing hard drives, memory and motherboards a plus 
• Must be able to lift a minimum of 50 lbs. 
• Familiar with DS1, DS3, Ethernet and fiber circuits are a plus 
• Ability to install and neatly manage copper, coaxial, Cat5/6, fiber and other network cable/connector types 
•  Knowledge of switches, firewalls and managed storage are a plus 
• Other duties as assigned 
• High school diploma required 
• Previous NOC/SOC/IOC experience and/or data center experience preferred 
• Previous experience monitoring critical infrastructure 
• Basic experience and understanding of electrical and mechanical systems 
• College degree in related discipline preferred 
• Minimum 5 years Data Center Operations experience 

Benefits? 

• Health, Vision and Dental Insurance Packages? 
• Short-Term and Long-Term Disability?Insurance 
• Life Insurance? 
• 401k with company match? 
•  Paid Time Off and Paid Holidays?