Data Center Support Services Technician

Job Description

Replaces and upgrades server components. Validates cabling, checking network environment build and connectivity is established, with limited supervision. Monitors and responds in ticketing environment, guiding less experienced technicians or implementing technical solutions. Helps facilitate training that aligns with corporate objectives and adheres to standard operating procedures (SOPs) and method of procedures (MOPs) for operational Data Center Change Control processes.

Responsibilities

Key Responsibilities
Datacenter Services Operations-Break/Fix and Hardware Maintenance:
-Replaces server components, upgrades servers, and proactively maintains hardware to ensure efficient performance for its entire lifecycle, leveraging established protocols and guidelines.
-Installs power distribution units and/or replacement hardware, removing and troubleshooting hardware without disturbing critical infrastructure, as needed.
Datacenter Services Operations-Network Configuration, Installation, and Augmentation:
-Implements designed and defined network communications and solutions, including cabling and networking equipment environments.
-Validates cabling, checking network environment build and connectivity is established, verifying that devices are connected and error free, with limited supervision.
Technical Support and Trouble Shooting-Technical Support and Trouble Shooting:
-Monitors and responds in ticketing environment, guiding less experienced technicians or implementing technical solutions to enhance and/or troubleshoot the system within Service Level Agreements (SLAs) against assigned ticket, documenting steps or resolutions involved in maintaining the environments.
Safety and Compliance-Safety, Security, Compliance, and Documentation:
-Drives adherence to all established Standard Operating Procedures (SOPs)/Maintenance Operation Protocols (MOPs) when performing tasks, ensuring all work stays in sync with site rules, colocation vendor rules, signs-off within a data center and/or customer site environments.
-Upholds required established security procedures, considering applicable local regulations -Ensures compliance with health and safety guidelines (including personal protection equipment, site access, or specific data site compliance) during on-site work at customer locations and at office, under some supervision.
Continuous Improvement:
-Helps facilitate training that aligns with corporate objectives and adheres to SOPs and MOPs for operational Data Center Change Control processes.
-Begins to identify repeating problems or trends, escalating issues to senior peers and operations team, and engaging global team about local issues.
-Begins to analyze issues for repeating problems or trends, escalating identified issues to external experts and operations team, and engaging global team about local issues.
Collaboration, Vendor Relations, and Leadership-Collaboration, Vendor Relations, and Leadership:
-Works with project teams/colocation partners to properly test and validate the installation, operation, and performance of electrical/mechanical systems and coordinate site utility requirements.
-Begins to act as a technical liaison for technical teams and provides subject matter expertise to identify and resolve resiliency, reliability, and availability risks.
-Ensures that contractors and vendors are delivering quality services and that all SLAs are being met.
-Begins to contribute to quality assurance through process creation and assists in the training of less experienced peers.

Core Responsibilities
Planning & Execution:
-Completes moderately complex and/or ambiguous assigned tasks in accordance with project requirements. Shifts priorities and resources according to team needs, with some direction.
Collaboration & Partnership:
-Collaborates with team to deliver impactful work and provide support for team objectives. Leverages understanding of business, stakeholder, and/or customer needs to build partnerships within immediate and related teams.
Problem Solving:
-Follows procedures to identify and resolve moderately complex or non-routine issues, escalating as needed. Collects and reviews data and/or information to troubleshoot errors, and helps team address routine issues.
Continuous Learning:
-Actively seeks to build new knowledge and learn new skills and/or tools in one's area of specialization and relevant domains. Listens to, addresses, and seeks feedback, and role models proactively pursuing training to improve performance.
Continuous Improvement:
-Recommends ideas to increase efficiency and effectiveness of non-standard processes, protocols, and workflows.

Minimum Job Qualifications
Education and/or Experience:
High School Diploma, General Educational Development, or equivalent AND 2 years of experience in client-facing, direct customer support and service, data center, or related field experience

OR

Associate Degree in Computer Science, Information Technology, Data Center Operations or related field AND 1 years of experience in client-facing, direct customer support and service, data center, or related field experience.

Job Skills:
Customer Service: Demonstrated ability to deliver high-quality customer service, resolving issues with professionalism.
Troubleshooting: Demonstrated ability to troubleshoot and resolve technical issues.
Network Support: Demonstrated ability to manage and troubleshoot network infrastructure and connectivity.
Hardware Support Demonstrated experience diagnosing and repairing hardware issues in support of IT operations.
IT Infrastructure/Server Trouble Shooting Experience:
2 years of experience in IT infrastructure, data center services, or server administration.

Preferred Job Qualifications
Education and/or Experience:

High School Diploma, General Educational Development, or equivalent AND 3 years of experience in client-facing, direct customer support and service, data center, or related field experience

OR

Associate Degree in Computer Science, Information Technology, Data Center Operations or related field AND 2 years of experience in client-facing, direct customer support and service, data center, or related field experience.
Cloud Environment (Hyperscale) Experience :
1 year of experience in hyperscale cloud environments.

Qualifications

Disclaimer:

Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from $23.08 to $45.05 per hour; from: $48,000 to $93,700 per annum.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
As part of Oracle's onboarding process and consistent with applicable law, US-based employees are required to complete identity verification, which involves the collection and processing of their biometric information. Accommodations to this requirement may be granted following an individualized assessment.

About Us

Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

True innovation starts when everyone is empowered to contribute. That's why we're committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

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Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.