What are the responsibilities and job description for the Technical Support position at eJAmerica?
Data Center Operations Technician
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Job Summary :
We are seeking a highly skilled and experienced Data Center Operations Technician to oversee data center cabling, troubleshoot network connections, and support infrastructure operations. This role requires strong technical expertise, meticulous attention to detail, and the ability to work effectively in a 24x7 environment.
Key Responsibilities :
Operations :
Monitor all installation tickets and address new cabling requirements.
Perform patch installations for IT devices in accordance with industry best practices and local data center standards.
Label both ends of patch cords using standardized labeling conventions.
Create, update, and maintain patch schedules in records or shared drives.
Update tickets with detailed progress notes.
Maintain accurate records in the inventory management tool.
Coordinate hardware replacement with product vendors as required.
Manage backup and archive tape movement.
Handle switches, routers, and other standalone devices within the data center.
Configure Network Cards, KVM, or DRAC / ILO interfaces.
Troubleshooting and Maintenance :
Monitor work request tickets and address break / fix issues related to network connections.
Provide emergency support within ITIL Incident and Problem Management frameworks, offering 2nd / 3rd level support during major incidents.
Perform Ethernet / Fiber cable swapping and verify cable connectivity.
Check power status of devices and identify alarms via LED indicators.
Conduct hard reboots when necessary.
Perform initial troubleshooting before escalating hardware issues to client staff, such as SFP or NIC replacements.
Replace faulty network cabling and support new cabling requests for servers, network switches, and SAN connections.
Hardware Refresh and Inventory Management :
Execute patch installations and cutovers for network and SAN hardware refresh projects.
Ensure proper hardware connections and verify link light indicators.
Escalate advanced troubleshooting needs when link lights are not detected.
Maintain accurate inventory records for MM, SM, and copper cables.
Prepare quarterly purchase lists for cable stock replenishment and maintain optimal inventory levels.
Manage trunk and patch panel capacity, considering material procurement lead times.
Handle racking, de-racking, and hardware decommissioning.
Vendor Support and Compliance :
Approve vendor access through the change management system and enforce work policies.
Document parts distribution using the tracking tool.
Remove decommissioned device cabling within 10 days and update records accordingly.
Required Skills and Experience :
Associate degree or 5–7 years of experience in data center operations.
Comprehensive understanding of data center infrastructure, including servers, switches, routers, and VMs.
Strong customer interaction skills to ensure flexible, efficient, and responsive service delivery.
Relevant certifications are highly desirable.
Willingness to participate in a 24x7 on-call rotation.
Experience working within service-oriented environments and technical teams.
Proven ability to identify and resolve issues proactively.
Must be a dedicated, named resource, as access to the data center will be restricted.
Involvement in future transformation initiatives is expected.
Key Competencies :
Exceptional attention to detail and adherence to established standards.
Strong problem-solving and network troubleshooting skills.
Ability to manage multiple tasks efficiently while maintaining high-quality output.
Excellent collaboration, documentation, and reporting skills.
Experience as Data Center Operations Lead or supervisory role is an added advantage.
