Datacenter Technician

Duties and Responsibilities

Participates in system deployment project for established service area, by delivering installation, startup and/or commissioning support services

Provides onsite support by assisting in fault isolation of electro-mechanical systems

Identifies necessary parts to resolve customer equipment failures

Responds onsite to dispatches, within required timeframe as specified in customer service level agreements (SLAs), for scheduled and unscheduled services requests

Serves the department by participating in the development of service bulletins, procedures, process improvements and other collateral duties as required

Maintains accurate customer service records and reports within the Case Management System/CRM

Contributes to the creation of Knowledge Articles and other technical-related documentation

Serves as a resource to sales personnel for assigned service area

Recommends improvements to manuals, operational processes and procedures as needed

Contributes to training course content development and provides training to customers and other field service personnel, as required

Maintains knowledge of new products

Position Qualifications

Minimum of 5 years of experience in field service or a similar technical support-related position

Associate degree from two-year college/technical school with a certificate in an IT Hardware-related discipline preferred, or an equivalent combination of education and experience to successfully execute the role