The Lead Operations Technician position, works independently identifying areas for improvement within the existing environment, developing and implementing recommendations for improvement. Responsible for mentoring other technical staff, consistently author’s knowledge base articles and provides proactive solutions and serves as a backup for the local operations manager. Serve as an escalation point for all issues requiring engineering assistance. Responsibilities include maintaining at least one internal system and all relevant support documentation. Consistently demonstrate proficiency in resolving moderate to complex support problems.

This position is requires working independently after seeking management approval. Duties include planning, coordination, and completion of maintenance activities by creating project plans and following change management procedures. On-call support is a requirement of this position.

Responsibilities

Provides high quality, consistent, efficient and accurate work for internal and external customer service surrounding the Company values
Local site technical leadership

Hardware
System Administration
Enterprise application support

Provide leadership to local operations technician team members.
Will lead complex installation activities
Be a local customer interface/advocate
Provide Sales Engineering support for the organization
Interface and remote support of Service Delivery teams (Network, Backup, Virtualization, Storage, Windows, Unix/Linux, Architecture, CIMs, and TAMs)
Provide backup for Lead MEP Technician and Data Center Manager
Create and maintain working relationship with local telecommunications providers
Provide on-call support for after-hours emergencies and critical outages
Continue to expand on existing knowledge and expertise with at least one application platform (CRM, network & systems monitoring, web server software, database, application server software, etc.)
Will configure and install Dell, HP, and other Wintel servers and blade centers
Will monitor and manage infrastructures
Share knowledge of storage subsystems, RAID levels, differences and benefits of various storage sub-systems RAID Arrays, NAS, and SAN with other support staff
Provide support for Local Area Network (LAN) and Wide Area Network (WAN) technologies
Understand Domain Name Service (DNS) and Access Control Lists (ACL’s).
Expand knowledge of IP addressing and subnets, routing protocols, firewalls, and load balancing desired
Perform backup and recovery tasks
Understanding of quality assurance processes
Lead and operate within the context of an established strategic direction and vision
Enforce and adhere to all facility standards
Ability to inspect and troubleshoot issues in and around electrical, mechanical and life safety equipment
Ability to react to alarms and escalate any and all issues
Assist in creating site operational budgets for OPEX and CAPEX.
Responsible and assist in achieving and maintaining data center physical, environmental, and operational security and audit success
Initiate, modify and maintain applicable process and procedures
Oversee adoption and use of systems, tools, procedures, processes and standards for service delivery and client support
Oversee and manage ticket queue for timely request completion and reporting
Oversee and manage project assignments, progress and reporting
Oversee and manage all documentation efforts
Oversee and manage all daily operational tasks
Perform quality assurance and sign off on all work performed
Lead and participate in the local facility incident response, resolution and reporting process
Maintain and implement continual training program for team to ensure familiarity of data center services, process, procedure and efficient and appropriate response to all types of incidents
Administer the access control system and enforce access control policy and procedure
Conduct professional tours and provide information for RFI/RFQ requests
Attend training, planning and progress meetings with management, sales, client implementation, service delivery and data center staff
Schedule and manage staffing, including any Security Guards
Implement and manage any 3rd party/outsourced relationships including contract administration
Maintain operational proficiency in equipment, technologies and tools
Assis in development and implement professional development plans for staff
Manage initial onsite facility incident response
Manage Data Center run book
Verbal and written communication with Operations staff and other internal and external customers.
Author root cause analysis of incidents
Assist in daily training of Ops Tech I and Ops Tech II personnel
Provides quality internal and external customer service surrounding the Company values.
Other duties as assigned.

Essential Functions

Customer service focused and portrays energy, professionalism and welcoming characteristics.
Strong ability to work in a highly sensitive and confidential environment.
Ability to meet deadlines and handle sensitive and pressured situations.
Ability to identify issues and help develop strategy and tactical plans for various department initiatives
Ability to use good judgment and decision-making skills
Ability to use a PC, keyboard, and other standard office equipment

Qualifications

BA/BS degree in Computer Science or related field or equivalent experience
Strong knowledge of TCP/IP and Operating Systems
Must be able to work around high voltage or mechanical equipment to take readings
Able to handle multiple tasks, manage priorities, and remain professional at all times
Must have the ability to distinguish low impact from high impact problems with little direction
Able to understand complex solutions and relay effectively to customers
Must have a high degree of accuracy and attention to detail
Working knowledge and expertise with at least one application platform (CRM, network & systems monitoring, web server software, database, application server software, etc.)
Working knowledge in configuring and installing Dell, HP, and other Wintel servers and blade centers.
Working knowledge of monitoring and management infrastructures
Must demonstrate personal motivation and enthusiasm
Values continuous learning and self-improvement and supports the development of other Operations Technicians
Must possess problem solving for complex problem resolution with the ability to identify and resolve issues quickly and effectively with little impact to the flow of operations
A detailed base of technical knowledge regarding mainframe and PC hardware, operating systems, networks and communications protocols
Ability to make decisions with strong processing skills
Strong written and verbal communication skills; must communicate effectively and in a professional manner
Previous experience with ticketing systems
Previous cabling experience (copper/fiber preferred)
Experience with quality assurance process and procedures
Previous leadership or mentoring experience
Previous customer interaction experience
Adequate professional experience and knowledge to perform Job Responsibilities
Excellent verbal, written, and interpersonal skills
Ability to prioritize and organize effectively
Ability to work on multiple projects simultaneously
Ability to work both independently and with others
Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines
Proficiency in using MS Office Suite and Windows-based computer applications

Preferred Experience

Prior 2-4 years’ experience particularly in the data center industry
Prior experience particularly in the data center industry

Pay Transparency
TierPoint is committed to practices that promote pay equity and transparency. We provide a compensation range for roles that may be hired in locations with pay transparency law requirements. It’s important to note the pay range may be narrower than displayed, as various factors are used to determine the offered compensation package including skill set, level of experience, geographic locations, and other relevant factors- i.e. budgetary requirements.

Pay Range $25.14 - $37.71