IT Site Operations Technician/Santa Clara, California

IT Site Operations Technician

Location: Santa Clara, CA

Owns the day-to-day physical health of office, lab, and network-room (IDF/MDF/NER) infrastructure at the assigned site. This is the hands-on, onsite execution layer of the service: incident response, Layer 1 diagnosis and repair, structured cabling moves/adds/changes, hardware installation, preventive maintenance, and asset accuracy. The role is deliberately distinct from desktop/end-user support. The scope is facility and network infrastructure, not user devices.

Seniority Band: Mid-level Technician / L2

Experience: 47 years in IT infrastructure, structured cabling, or data center/network room operations

Coverage Model: Business hours (8x5) with on-call rotation; extended coverage for planned power shutdown events

Onsite Requirement: 100% onsite; physically present in network rooms and labs daily

Certification: BICSI Technician or Installer 2 preferred; RCDD not required

Key Responsibilities

• Provide day-to-day support for IDF/MDF/NER network rooms, ensuring hardware, power, and cooling systems are functioning correctly.
• Conduct preventive maintenance and scheduled inspections of network room equipment, cable plant, and environmental systems to minimise unplanned downtime.
• Perform regular audits of network rooms and lab spaces: identify undocumented changes, remediate cable management, remove abandoned cable, and reconcile asset records.
• Monitor and report on rack-level and room-level power utilisation; escalate thermal or capacity exceptions.

Layer 1 Troubleshooting and Break/Fix

• Diagnose and resolve physical-layer network faults, including cable faults, connector integrity, patch panel verification, port negotiation failures, transceiver compatibility, and signal degradation across copper and fibre media.
• Perform fibre optic testing and certification using OTDR and optical light meters; produce and file test results.
• Troubleshoot and maintain server and storage hardware (Dell, HPE, Lenovo, SuperMicro) component replacement, firmware/BIOS-level triage, RMA coordination.
• Respond to monitoring alerts, escalations, and incidents within agreed SLA targets; drive incidents to closure with clear resolution notes.

Installation and Smart Hands

• Rack, stack, cable, and de-install network, compute, and storage equipment with appropriate lifting assistance.
• Install, configure, and connect smart PDUs and UPS units; validate redundant feeds and correct circuit loading.
• Execute structured cabling moves, adds, and changes to specification; terminate and dress copper and fibre.
• Support lab infrastructure requests and provide remote-hands assistance to Network, AV, and End User Support teams.

Documentation and Change Control

• Maintain accurate network room and asset records in Netbox/Nautobot via UI updates and bulk import.
• Update port, patch, and circuit documentation as part of every change documentation is a completion criterion, not an afterthought.
• Log all work in ServiceNow and Jira with accurate time, category, and resolution coding to support reporting and trend analysis.
• Support regional power shutdown events: pre-shutdown checks, controlled shutdown/restart sequencing, and post-event validation.

Required Skills and Qualifications

• Associate degree or technical diploma in IT, electronics, or a related field, or equivalent hands-on experience.
• 4+ years supporting physical network, server, or structured cabling infrastructure in an enterprise, lab, or data-centre environment.
• Demonstrated Layer 1 troubleshooting capability across copper and fibre, including test-equipment proficiency (OTDR, optical power meter, cable certifier).
• Working knowledge of network fundamentals TCP/IP, DNS, DHCP, VLANs, switch port configuration concepts sufficient to isolate physical vs. logical faults.
• Practical understanding of rack power distribution, PDU/UPS operation, circuit capacity, and network room cooling principles.
• Experience with ticketing systems (ServiceNow, Jira) and asset/DCIM tooling (Netbox, Nautobot, or equivalent).
• Physically able to lift and install rack-mounted equipment with assistance, work in confined network room spaces, and use ladders and lifts safely.
• Clear written and verbal English; able to produce concise incident notes and site reports.

Preferred

• BICSI Installer 2 / Technician certification, or comparable vendor cabling certification (Panduit, CommScope, Corning).
• Experience in a hyperscale, semiconductor, or large-scale technology campus environment.
• Familiarity with monitoring and provisioning tooling (MAAS, environmental monitoring platforms).
• Basic scripting or SQL for bulk asset updates and reporting.

Service Measures

• Incident response and resolution within agreed SLA thresholds.
• Preventive maintenance schedule completed on plan.
• Asset and port documentation accuracy verified at audit.
• Zero unplanned outages attributable to cabling or power work performed by the team.