Randstad Data Center Operation Analyst in Minneapolis, Minnesota
Data Center Operation Analyst
salary:$10 per hour
date posted:Thursday, September 14, 2017
The clients strong partnerships with the industry's top technology manufacturers ensure that we have the knowledge and expertise to meet our customer's toughest organizational challenges. Our Managed Services offerings are built around ITIL best practices. Our governance training, a requirement for all Managed Services staff members, is based on the ITIL approach to IT service management. We utilize a modular approach to system management. This allows our customers to select the services that best support their current capabilities and scales to meet future goals. Managed Services offerings allows customers to contract for support of their dedicated networks, systems, databases, and select applications-at customer premises or one of our data centers.
Client has become a proven partner to businesses in need of information technology solutions. We continue to set the standard for uncompromising client support and technical leadership, and our relationships with Cisco, IBM, and Microsoft provide our clients with category-leading platforms and products. Whether it's hardware, software, networking, services, or support, we provide knowledge, skills, and expertise through principled partnerships with our clients.
This position is part of Hosting and Managed Services Practice, which has been delivering solutions for over 10 years. We deliver high-value hosting and managed services around Microsoft, IBM, and Cisco technologies. Our co-location services are backed by an industry-leading 100% Infrastructure Availability Guarantee, and our "Your Place or Ours" managed services are renowned for their quality, reliability, and cost-effectiveness. Our SAS 70, SysTrust, and ITIL credentials provide authoritative third-party assurance that we have the operational excellence to deliver secure and reliable solutions 24x7.
The primary role of this position is to support clients and internal engineering and support coworkers/contractors across enterprise-class data center facilities, both internal and partner-owned. Additionally, this role assists the Enterprise Command Center in the triage of client support requests and also provides limited account management support for colocation and hosted clients across all data center facilities. This includes the gathering of information, investigating, troubleshooting, resolving and/or escalating tickets along with clear and concise ticket documentation. Specific training and direct mentorship will be provided to help develop high-quality support and workmanship.
This position is scheduled in 12-hour shifts, either 6am - 6pm (days) or 6pm - 6am (nights) using a "2 x 3 x 2" shift rotation.
Key Areas of Responsibility
Understand and Deliver Managed Service offerings as outlined in the Service Descriptions and Service Catalog.
Understand and follow the processes and procedures defined in the ManS Standard Operating Procedures manual (SOP).
Provide on-site support for both external and internal support staff. Work will consist of cabling, racking, troubleshooting, as well as server, network, and facilities equipment maintenance.
Take independent ownership of incidents, tasks, and work requests until they are resolved while working with various individuals to ensure satisfactory solutions.
Audit the status of equipment within the environment, assess equipment needs, and make recommendations to better suit both the devices and the data center environment.
Develop and improve standards, practices, and overall productivity of operations within and around the data center facility.
Document, respond to, and track open requests from Engineers/ Project Managers/ Service Account Managers;
Create and improve client and internal support documentation and training materials.
Assist in the identification, troubleshooting, and resolution of issues where possible.
Escalate and work with senior engineers with necessary.
Provide data center escorting for Data Center clients and vendors.
Perform data center tape handling and audit activities involving loading, unloading, and verification of media. Follow a strict-control process for media entering or leaving the facility.
Provide remote-hands support for general data center facilities issues when necessary.
Provide basic account management duties for colocation clients.
When requested, complete power analysis for new hardware requests, deny/approve/escalate those requests as needed, then communicate to the appropriate stakeholders next steps.
Responsible for providing top-level technical support, including problem resolution, technical change implementation, telephone and one-on-one technical support within defined service level agreements for clients.
Provide detailed and effective communication to internal and external customers.
Provide 24 X 7 support to critical systems and ensure availability objectives are met.
Provide alert response as well as email and telephone technical support for data center and managed services clients.
Document and track incident troubleshooting steps, incident solutions and support requests.
Keep clients informed throughout the process and follow up with them to ensure satisfactory resolution. Clearly and concisely articulate problems and solutions for issues to clients both over the phone, via e-mail and in person.
Guide and mentor less experienced teammates by providing technical support, training, and direction.
Document and record how time is utilized.
Provide Entry Level technical services with supervision from Supervisors, Team Leads, and Technology Owners
Ability to follow through with tasks, projects, troubleshooting with supervision.
Meet or exceed defined performance metrics.
Provide supportive and backup services to data center shipping and receiving staff as necessary.
Work with peers and data center management to provide necessary shift, ticket, and work load coverage.
Work on special projects as directed by data center management or as identified by you and/or your coworkers.
Independently determine/develop approaches to solutions.
Directly interact with peers, supervisor and team manager.
Frequent customer interaction at peer level and higher (IT managers/directors).
Provide triage services to Enterprise Command Center.
Responds to all customers professionally and courteously and relays any customer questions or concerns to respective supervisor/manager.
The information in this position description is intended to convey information about the key responsibilities and requirements of the position. It is not an exhaustive list of the skills, efforts, duties, responsibilities or working conditions associated with the opportunity. Responsibilities are subject to change.
Associate's degree in a computer-related field, plus 6 months of experience in a relevant technical role, OR
Minimum of two years' experience in a technical support or systems administration role
maintaining high service levels in a demanding environment.
Some lifting, bending required (50 lbs)
A+ certification (required within 90 days if not in-hand at hiring)
ITIL Foundations certification (required within 180 days if not in-hand at hiring)
Other Required Qualifications
Ability to maintain composure and execute tasks while under pressure and exemplifying a high level of patience.
Well-organized, able to multi-task, detail-oriented, and able to take initiative.
Fundamental understanding of computer networking technologies (i.e. physical connectivity, internet and intranet concepts).
Excellent communication, client service, interpersonal and teamwork skills.
Demonstrate a high level of autonomy and ability to make decisions consistent with company and customer goals.
Strong written and oral communications skills.
Self-motivated and driven to perform without direct supervision.
Ability to conduct self in a mature, responsible manner.
Proven experience in direct customer support.
Keen attention to detail and a critical eye for improvement.
Foster company success through a professional appearance and by having a positive attitude.
Effective interpersonal and relationship-building skills.
Ability to present ideas in positive and user-friendly language.
Experience working in team environments with high performance and quality expectations.
Proven ability to seek and understand customers' goals and objectives.
Demonstrate an analytical approach and problem-solving techniques.
Prior experience in maintaining high service levels in a demanding environment.
Experience with making and testing network cables.