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On-Site Data Center & Helpdesk Technician

Job Summary:
As an on-site data center/helpdesk technician in our Phoenix, Arizona location you will assist in managing our infrastructure and provide technical support to our clients. This is an extremely hands-on role with plenty of challenging scenarios where you will be able to showcase your technical skills.

Scope of Responsibility:
Primary responsibilities will include racking/mounting servers & power supplies, cable management, updating inventory sheet(s), requesting inventory to be ordered, and maintaining customer help tickets in a professional manner.

Essential Duties and Responsibilities:

• Overall positive mindset with professional approach to communicating with customers and team members.
• Ability to:
  • Work independently, often alone, while maintaining productivity.
  • Prioritize the workload to meet deadlines.
  • Multitask and work in a fast-paced environment.
  • Document problem resolution summaries.
  • Identify issues and troubleshoot as appropriate.
• Technically minded with an interest in the latest technology.
• Able to collaborate and troubleshoot technical issues through ticket/email, phone, and chat.

Follow internal company policies and processes.

Work a minimum of 40 hours per week, flexible to working some evenings/weekends, occasional holidays, and overtime as required.

Perform general server-based software tasks, such as Linux-based OS installations, common control panel installations (Webadmin, cPanel, etc.), custom partition layouts, general knowledge of automated OS installations, and other similar tasks.

Basic switch /routers setups, such as applying a firewall rule to an interface, adding a subnet to an interface, basic connectivity troubleshooting, and other similar tasks.

Retrieving assets from 3rd party shipping departments, oversight of asset transfers from shipping departments to secured company locations at site, and other similar tasks.

Labeling all devices and cables in accordance with company standards.

Work closely with 3rd party suppliers/providers.

Provide direct first response and technical support to inbound customer tickets, emails, chats, and phone calls.

Troubleshoot servers either on site or through remote access technologies server no boots, from disk drive or component failures.

Maintain thorough and complete documentation and record keeping.

Provide escorts to clients as needed.

General cleaning of datacenter raised floors, exterior surfaces of cabinets, work benches, and other areas as needed.

Provide basic sales assistance to customers through ticket/email, phone, and chat.

Recognize when to and who to escalate tickets should the need present itself.

Duties as assigned.

Minimum Qualifications:
The job requires the ability to follow verbal and written instructions.

1. Fluent in written and spoken English.
2. 2+ years’ experience in similar role within a datacenter environment.
3. Possess a minimum high school diploma or GED equivalent.
4. Knowledge of:
   • Server hardware.
   • Linux and LAMP/LEMP stack proficiency.
5. Must be able to see distinguish different colors, read small print, and hear and recognize audible sounds (i.e., beep from server).
6. Able to lift 50 lbs and move (push/pull) 75 – 100 lbs.
7. Able to work from a ladder and confined spaces.
8. Ability to sit, stand, kneel, or squat for long periods of time.
9. Comfortable using Linux at command line level.

Knowledge, skills, and abilities include:

• Skill in communication with the public and good customer service skills
• Ability to read work orders, and instructions.
• Ability to work at a fast pace requiring short-term memory to fill orders.
• Ability to make accurate changes for sales.
• Ability to learn basic computer applications.

Physical Demands & Working Conditions:
Tasks are carried out either within an office setting or within the enclosures of a data center. The work entails a moderate level of physical exertion, necessitating frequent engagement in activities such as standing, walking, sitting, and kneeling throughout the facility. Periodic handling of equipment and materials, such as cabinets, servers, server components, monitors, etc., along with items weighing approximately 50 pounds, is part of the job. Flexibility in working hours, including evenings, weekends, and holidays is required to fulfill new orders or meet network uptime demands.

The range of activities encompasses stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing/listening, seeing/observing, and repetitive motions.

Certain criteria outlined in this job description may disqualify individuals who present a direct threat or significant risk to their own health or the safety of fellow employees. All requirements are subject to adjustments to reasonably accommodate individuals with disabilities.

The stated requirements reflect the essential levels of knowledge, skills, and experience needed. Successful performance of this job necessitates the worker to possess the capabilities and proficiencies required for each duty.

It is important to note that this job listing does not establish an employment contract, either implied or explicit, beyond an "atwill" employment arrangement. 1GServers maintains the discretion to augment or modify the duties associated with this position at any given time.