Infrastructure Support Technician II

Job Description

Job Description

Job Description:
Delivers comprehensive enterprise data center infrastructure and service support including the development, coordination, and management of physical systems, security systems, networking, operational workflow, and stakeholder relationships. Provides day-to-day operational support, maintenance and long-term planning assistance to ensure subsystems and infrastructure function together and business needs are met.

Top Required Skills & Years of Experience:  

• Installing, decommissioning, and troubleshooting data center IT hardware and power/data cabling infrastructure (3+ years).
• Experienced with datacenter design and management concept (3+ years).
• Working closely with facility maintenance and security staff, solution vendors, and customers to support datacenter operations (3+ years).
• Working within data center environments supporting data and power distribution, developing the physical infrastructure and network connectivity for installations at data center facilities (3+ years).

Nice to Have Skills:  

• Knowledge of electrical and mechanical systems in use in a data center environment including feeders, transformers, generators, switchgear, UPS systems, ATS/STS units, PDU's, chillers, and air handling units. 
• Experience working with a datacenter visitor management system.
• Experience with Data Center Infrastructure Management (DCIM) tools.

Job Duties:

• Integrates, identifies, troubleshoots, monitors, and resolves moderately complex, routine, and varied supported services and data center problems according to established policies, standards and procedures.
• Interfaces with the Network Operations team to develop the physical infrastructure and network connectivity for installations at multiple sites including owned, leased, and collocation data center facilities.
• Manages operational intake, outtake and coordinates disposal of data center and other equipment.
• Specifies and facilitates technology procurements related to data center operations and/or service offerings.
• Assists, facilitates and guides data center solutions and strategies.
• Supports all aspects of the data center service, including billing, customer service and long-term planning.
• Plans, directs and supports implementation of small to medium technical projects as needed.
• Maintains accuracy of the operational inventory of all data center equipment using the prevailing configuration management tools.
• Installs, maintains, and troubleshoots data center IT assets and cabling infrastructure.
• Interfaces with and guides vendors and customers to troubleshoot and install related server, storage and network equipment.
• Monitors and coordinates security access, and ensures adherence to all policies, standards and procedures within the data centers.
• Creates and maintains user training materials and basic technical documentation regarding data center related systems and operations, communicating changes to stakeholders.
• Serves as a point of contact for internal and external stakeholders (including facility management), identifies needs, provides solution options, and communicates issue updates and resolutions.
• Works closely with facilities, security, vendors, vendor management, and customer teams to support datacenter operations.
• Ensures compliance with operational procedures, change management processes, and customer service expectations.
• Applies working knowledge of ITIL processes, standards and guidelines.
• Coordinates scheduled and emergency activities impacting the data center infrastructure.
• Coordinates rack installations, decommissions, migrations, and deliveries.
• Escorts visitors as required.
• Assists with audits and operational readiness reviews.
• Maintains knowledge of server, network, storage, rack security, and power distribution.
• Coordinates multiple projects and priorities simultaneously.
• Maintains familiarity with ticketing systems and asset management tools.
• Leverages various technologies and tools to manage data center infrastructure, service management, capacity planning and monitoring of data center operational components.
• Provides guidance to junior employees.
• Maintains accurate records of data center related events and incidents.
• Supports incident response and communicate status updates to stakeholders.

Interview Process: First interviews will be 45 minutes over Teams.  Second interviews will be in person at 5830 Femrite Dr in Madison, WI.  Please note, the use of AI during interviews is strictly prohibited. If candidates are suspected to be using any form of AI assistance during interviews, they will be immediately removed from consideration.

Onsite or Remote? Candidates must be a WI resident or willing to relocate to WI prior to starting the role at their own expense. Onsite role reporting daily in Madison, WI. If submitting out of state candidates, they MUST be available to come onsite for a second interview. 100% ONSITE.