Microsoft Hiring for Data Center Technician II at Boydton, VA Full Time

Responsibilities

Responsibilities

Data Center Operations

• Demonstrates an applied understanding of standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and/or decommissioning equipment, as well as a fundamental understanding of the functions of, and interactions between, network and server equipment.
• Proactively shares relevant information to enable efficient workflow and mitigate the impact that changes to their area of work will have on others; asks questions when they do not have required information and may provide feedback on changes to processes to management.
• Complies with Data Center Services (DCS) business unit and service-level policies, procedures, and deadlines with guidance from other technicians; escalates resolution of compliance issues to technician leads.
• Completes assigned tickets efficiently and in alignment with expectations for Key Performance Indicators (KPIs) per task type while meeting or exceeding established Service Level Agreements (SLAs), with minimal guidance from other technicians; appropriately escalates tickets to more experienced technicians.

Service Delivery

• Prepares, stages, sets up, and performs startups and shutdowns (e.g., racks, hard drives, switches) according to specific instructions provided via checklists, guides, standard protocols, and emails; assists and provides guidance to other technicians to complete challenging or complex tasks and escalates issues as needed; may perform tasks in tandem with other technicians to comply with procedures and safety protocols.
• Performs post-execution quality checks and verifies that grounding, staging, labeling, and cabling are set up properly according to safety protocols, deployment standards, and planned Network Design Tasks (NDTs); may identify errors in deployment standards or NDTs and escalates with engineering and/or relevant specialists to coordinate corrections as needed.
• Performs diagnostics and troubleshooting following standard procedures, quickly identifies the cause(s) of issues, and replaces faulty components with minimal customer and business disruption; provides guidance to technicians troubleshooting issues to meet or exceed established Service Level Agreements (SLAs); escalates issues with significant customer or business impact to appropriate experts and stakeholders.
• Follows procedures to communicate, report, and escalate incidents to appropriate Microsoft data center operations management units, and Technician Leads; participates in bridge calls to provide details on incident status and executes on-site follow-up actions as directed if necessary; may leverage learnings to contribute to the improvement of quality of service and support.
• Decommissions hardware for simple changes and refreshes (e.g., memory upgrades, OS rebuilds) following standard procedures with minimal guidance; escalates decommissioning work and discrepancies in projects or tickets to senior or lead technicians when appropriate; processes data-bearing devices for destruction or confirms any data contained have been eradicated.

Managing Services

• Exercises judgment and discretion to contribute to issue tracking, follow-up, resolution, the overall quality of the service; provides guidance to less experienced technicians around client interactions.
• Develops an understanding of cross-functional processes to support partnerships with internal and external stakeholders.
• Completes required training aligned to the role and workload; observes more experienced technicians to gain hands-on experience and relevant on-the-job training (OJT); may complete additional training to obtain or maintain relevant role certifications.

Data Center Work Environment

• Participates in daily safety briefings, completes required safety training, complies with safety procedures (e.g., equipment use, lifting, electrical hazards, ladder/rolling stair use), completes required Task Hazard Analysis (THAs), and uses appropriate tools and Personal Protective Equipment (PPE) for assigned tasks; adheres to and promotes a culture of safety, takes action and alerts others to safety concerns and/or incidents; participates in Get Out And Look (GOAL) safety observations.
• Complies with security and data management procedures and policies and completes required security training; may escort third party vendors or IT support on-premises at data centers or network sites; appropriately takes action and alerts others to security concerns and/or incidents.
• Contributes to a positive and effective team environment by sharing information with others, contributing in regular team meetings, asking questions and staying apprised of the status of others’ work, and partnering with other technicians to complete and/or hand off tickets as needed; responds to feedback received on ways to work more effectively within their team and adopts best practices shared within and across technician teams.

• Has pride and a sense of accountability for the service quality, completeness, and resulting user experience; displays accountability and ownership of the data center facilities.
• Learns the client’s business and maintains a strong client focus to understand the impact of their work when completing tickets and assigned tasks.

Other

• Embody our culture and values

Qualifications

Required/Minimum Qualifications

• High school diploma, GED, or equivalent and basic knowledge of computer hardware and components AND 1+ year(s) experience supporting IT equipment or related technology.

Additional or Preferred Qualifications:

• 2+ years experience supporting IT equipment or related technology.

• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
• Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.
• Criminal Justice Information Services: This position may require passing a background check conducted through the CJIS criminal justice information system by authorized local, state, and/or federal agencies.