Responsibilities

• Demonstrates expertise in standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and/or decommissioning equipment, as well as a holistic understanding of the functions of, and interactions between, network and server equipment.
• Proactively shares relevant information to enable efficient workflow and reviews process changes to evaluate impact on service execution and mitigate the impact that changes to their area of work will have on others.
• Ensures compliance with Data Center Services (DCS) business unit and service-level policies, procedures, and deadlines.
• Completes assigned tickets efficiently and in alignment with Key Performance Indicators (KPIs) per task type while meeting or exceeding established Service Level Agreements (SLAs).
• Coordinates and assigns tasks to other technicians and provides direction as needed to ensure work is appropriately prioritized and meets KPI and SLA targets.

• Provides break/fix hardware installation, deployment, and/or replacement across the Americas region
• Assists with post Ready for Network Install (RNI) activities, such as the installation of core network and assist with bringing up a new datacenter at both new and existing campuses.
• Performs post-execution quality checks and verifying that grounding, staging, labeling, and cabling are set up in compliance with safety protocols, deployment standards, and planned Network Design Tasks (NDTs).
• Applies advanced diagnostic and troubleshooting expertise to quickly identify the cause(s) of issues.
• Decommissions hardware for complex changes and/or systems with complex interactions (e.g., upgrading entire racks) following standard procedures
• Ensures quality execution as defined by organizational standards, coordinates downtime, and keeps relevant stakeholders informed of work status to minimize downstream rework.
• Manages third-party vendors both at home datacenter campus and in the Americas Region to assist in completion of special projects.
• Follows procedures to communicate, report, and escalate incidents to appropriate Microsoft data center operations management units, technician Leads, engineering leads, and Subject Matter Experts.

• Exercises judgment and discretion to contribute to issue tracking, follow-up, resolution, and the overall quality of the service.
• Provides guidance to less experienced technicians around client interaction.
• Maintains an awareness of Key Performance Indicators (KPIs) through dashboards and/or monthly performance discussions.
• Demonstrates understanding of cross-functional processes to support partnerships with internal and external stakeholders.
• Mentors and trains technicians through on-the-job training and by providing direct guidance on specific tasks.

• Attends, conducts, or assists in conducting daily safety briefings, completes required safety training, provides guidance to technicians to facilitate compliance with safety procedures (e.g., equipment use, lifting, electrical hazards, ladder/rolling stair use).
• Promotes a culture of safety and empowers technicians to take action, speak up, and report safety concerns and/or incidents.
• Complies with security and data management procedures and policies and completes required security training.
• Reinforces a positive and effective team environment by sharing information and best practices with others, driving regular team meetings and cross-discipline collaboration, staying apprised of the status of others' work to respond to questions.
• Coordinates, delegates task, and provides guidance to technicians within an assigned shift to support execution of assigned work by established service and operational level agreements (SLA/OLAs).

• Has pride and a sense of accountability for the service quality, completeness, and resulting user experience; displays accountability and ownership of the data center facilities; ensures high quality hand-offs of work to other technicians as needed.
• Learns the client’s business and maintains a strong client focus to understand the impact of their work when completing tickets and assigned tasks.

• Embody our culture and values

Qualifications

• High school diploma, GED, or equivalent and basic knowledge of computer hardware and components AND 2+ years’ experience supporting IT equipment or related technology.

• Ability to work 12 hours shifts, including shift assignments during non-standard business hours that may include evening, nighttime, weekends, and/or holidays.

• Associate degree in Computer Science or other field and/or equivalent work experience.
• 3+ years’ experience supporting IT equipment or related technology.
• 2+ years’ experience working in a production, mission-critical 24x7x365 datacenter environment.
• Applicable certifications: ASICS/Inventory Control, CompTIA (A+, Server+, Network+), Basic Structure Cabling (BSC), Data Center Foundation Certification (DCFC), Microsoft Certified Professional (MCP), Vendor-Specific Network Certifications.

• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.