Data Center Operations Support Specialist

Summary

The Operations Support Specialist is a member of the Operations team at Data Holdings, reporting to the Operations Supervisor (OS). This role combines hands-on technical responsibilities with customer-facing and operational administrative support to ensure efficient daily operations. Responsibilities include customer, visitor and vendor check-in, onboarding and off-boarding, remote-hands support, responding to service requests via phone and email and maintaining accurate and up-to-date operational logs and documentation.

This position serves as the first point of contact for customers and visitors, providing professional and responsive service. This role may also include assisting the CTO/GM with various administrative needs.

This position supports the monitoring and maintenance of critical facility infrastructure, including mechanical, electrical, and plumbing, security and fire detection systems that support colocation and managed services. This is an active role requiring strong problem-solving skills, attention to detail, and a proactive approach to customer service and facility operations within a fast-paced environment.

Responsibilities

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary.

• Assist with daily data center operations, adhering to established standard operating procedures.
• Monitor and maintain critical infrastructure and layer 1 components; perform routine data center walk-throughs to identify abnormal conditions and ensure site cleanliness and "tour readiness".
• Create, respond to, update, and escalate tickets in accordance with department procedures; issue problem, change, and request tickets for both Data Holdings and customer environments as needed.
• Actively monitor and participate in company communication platforms (email, Slack, SharePoint, and ticketing systems).
• Provide written and verbal shift turnover regarding open issues.
• Deliver remote hands and on-site customer service and vendor support, including power cycles, reboots, cable testing/replacement, media handling, cross connects, equipment racking/cabling, and cabinet installations.
• Provide professional on-site customer service and vendor support.
• Manage customer onboarding and off boarding, including badging, biometrics enrollment, and access scheduling.
• Greet and assist visitors, clients and vendors at the NOC window; respond to day-to-day emails and phone calls, escalating issues or needs when necessary.
• Maintain accurate operational documentation, including logs, shared files, inventory records, procedures and recurring tasks tracking.
• First point of contact for shipping and receiving.
• Support reporting functions, including monthly kilowatt hour and PUE reporting and customer reporting.
• Assist in preparing welcome communications for new clients.
• Support security, compliance, and audit related activities, adhering to the "See Something, Say Something", policy and escalating concerns appropriately.
• Assist the CTO/GM with administrative needs as required.
• Participate in the on-call rotation and maintain flexibility to work holidays or additional shifts as needed.
• Perform other duties as assigned.

Education

• Associate degree and a minimum of 1-2 years of progressively responsible experience within a data center or tech support environment. 2 or more years of administrative experience.

Skills and Experience

• Minimum of 1-2 years' experience, preferably in a data center or tech support environment.
• Minimum of 2 years' experience in an administrative role.
• Previous Help Desk, Network Operations, or data center experience are strongly preferred.
• Prior experience maneuvering within data center aisles to install/troubleshoot equipment, ability to climb a ladder.
• Previous experience monitoring critical infrastructure or working within data center environment.
• Experience and understanding of electrical and mechanical systems.
• Building Management System knowledge and operating how-to. JCI Metasys and Delta BMS experience helpful.
• Advanced diagnostic skills and tools knowledge.
• Must possess strong written and verbal skills, type with proficiency and exhibit professional phone etiquette.
• Experience with Microsoft Office products including Excel and Word. Able to operate word processing, spreadsheets, and presentation software.
• Preferred experience in Layer 1 trouble shooting
• Must possess a strong customer service attitude and interpersonal skills.
• Must possess written and excellent verbal communication skills.
• Well disciplined, ability to follow written procedures, enforce operating procedures.
• Comfortable working within a large data center consisting of high voltage power equipment, UPS systems, and generators.
• Ability to work 8-hour shifts, possibly standing for extended periods of time.
• Proven ability to execute multiple tasks efficiently and effectively.
• Proven ability to work effectively in a team environment.
• Demonstrated ability to work without direct supervision.
• Ability to prioritize work in a fast-paced, high-pressure environment.
• Must be able to lift 40 lbs.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; high, precarious places; outside weather conditions; risk of electrical shock; vibration; required to stand; walk; sit; use hands to handle or feel objects; reach with hands and arms; climb stairs; balance; stoop or kneel; talk and hear. The employee must occasionally lift and/or move up to 40 pounds.