NOC Tech - Cloud Monitoring Technician

DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. DataBank's managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve technology performance, and allow focus on core business objectives. DataBank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX. DataBank is proud to be an Equal Opportunity Employer. Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law. The Data Center Technician I provides an overall focus on positive proactive end-user customer service through phone, email, face-to-face, and our internal case management systems. Maintain accurate chain-of-custody logs of incoming and outgoing customer packages and ensure facility cleanliness. As a member of the Operations Team, the Data Center Technician I will handle trouble tickets and remote hands requests from creation through resolution. Data Center Technician I will assist with the installation of a variety of circuits, including Ethernet, Sonet and Dark Fiber. Data Center Technicians monitor all business-critical systems (BMS, Security) escalating issues and guide both internal and customer compliance to our security standards. Responsibilities Create and maintain effective customer relationships, with customer satisfaction as the goal. Answering customer phone calls and emails within a timely and professional manner. Assisting with guidance on Installs, testing and close out of new Customer orders, computer/server hardware, software support while ensuring tickets/orders are resolved quickly and thoroughly within predefined intervals. Monitor and help troubleshoot technical issues and alarms with DataBank Infrastructure. Comfortable with following ERP and Escalating to on-call staff or engineering support staff in a fast-paced data center environment. Perform physical security walkthroughs, administration of security sign-in procedures for all colocation customers, visitors, third parties and escorting them to designated work location while adhering and enforcing established company security standards. Capture time invested on tasks and tickets/cases (customer installs, site expansions, outages, remote hands, etc) including capturing Cap Labor on timesheet and ensuring timesheets are completed and submitted on time. Always maintain facility cleanliness and "Tour Readiness". Follow DataBank Cabling Standards. Help maintain accurate inventory of work tools, equipment, and devices. Other duties as assigned. Qualifications High school diploma or equivalent Previous NOC/SOC/IOC experience and/or data center experience Some familiarity with DS1, DS3, Ethernet and dark fiber circuits Experience with data center infrastructure such as generators, UPS, DC Plant, HVAC, Fire suppression systems, and ability to read electrical diagrams 0-4 years of experience or demonstrated ability to meet the responsibilities/qualifications. Customer Service Skills Cross Team Collaboration Running Cable/Climbing Ladders Be able to handle Critical Infrastructure emergencies Network/Power Monitoring Able to work a rotating schedule Responsibility and dependability are a must Candidates must have reliable transportation Reliable and able to work independently, if necessary Strong written and verbal communication skills Ability to learn quickly and apply new knowledge and skills Assess situations and escalate accordingly, following internal procedures Knowledge of Windows operating systems both pc and server-side Familiarity with basic hardware troubleshooting tasks, replacing hard drives, memory and motherboards a plus Must be able to lift a minimum of 50 lbs Benefits Health, Vision and Dental Insurance Packages Short-Term and Long-Term Disability Insurance Life Insurance 401k with company match Paid Time Off, Volunteer Time Off and Paid Holidays Certification Reimbursement #LI-DNI