Data Center Technician – Denver

Zayo Group - Denver, CO (30+ days ago)3.0


Data Center Technician

Denver, CO

Non-Exempt

Reports To: Data Center Manager

Company Description

Zayo Group Holdings, Inc. (NYSE: ZAYO) provides communications infrastructure solutions, including fiber and bandwidth connectivity, colocation and cloud infrastructure to the world’s leading businesses. Customers include wireless and wireline carriers, media and content companies, cloud providers, finance and professional services and other large enterprises. Zayo provides customers with flexible solutions and self-service through Tranzact, an innovative online platform for managing and purchasing bandwidth.

Position Description

The Data Center Technician provides an overall focus on positive proactive end-user customer service through phone, email, face-to-face, and our internal case management systems. She monitors all business-critical systems and escalates issues accordingly, maintains accurate chain-of-custody logs of incoming and outgoing customer packages and ensures facility cleanliness. As a member of the Operations Team, the technician handles trouble tickets and remote hands requests from inception through resolution. Technicians are tasked with the installation of a variety of circuits, (Ethernet, Sonet and Dark Fiber.) Operations Technicians also monitor all business-critical systems (BMS, Security) and drive both internal and customer compliance to the company’s security standards.

Responsibilities:
Create and nurture customer relationships, with happy customers as the ultimate goal.
Respond to customer phone calls and emails from clients requesting technical assistance.
Support ticket resolution as quickly and thoroughly as possible.
Meet pre-defined installation intervals for risers and interconnects.
Accurately capture time invested on tasks (installs, outages, remote hands, etc.).
Troubleshoot complex technical issues in a fast-paced data center environment.
Perform computer/server hardware and software support.
Respond to colocation and ISP customer issues collaborating and escalating to on-call or engineering support staff when appropriate.
Perform security walkthroughs; administer security sign-in procedures for all colocation customers, visitors, and third parties then escort them to designated work location.
Monitor, resolve, and escalate issues within critical facilities infrastructure.
Handle all customer and internal shipping logs and maintaining facility cleanliness.
Maintain a working knowledge of all products, processes and systems.
Adhere to all established company security standards.
Able to work an on-call rotation, based on market needs.

Qualifications:
High school diploma or GED required.
Previous NOC/SOC/IOC experience and/or data center experience preferred.
College degree in related discipline preferred.
Responsible and dependable.
Trustworthy and honest with the ability to work independently with little or no supervision.
Strong written and verbal communication skills.
Ability and desire to learn new knowledge and apply skills immediately.
Aptitude to assess situations and escalate properly, following internal procedures.
Knowledge of Windows operating systems, both pc and server side.
Familiarity with basic hardware troubleshooting tasks such as replacing hard drives, memory and motherboards a plus. If you’re willing to learn, Zayo is willing to train!
Must be able to lift a minimum of 50 lbs.
Some familiarity with DS1, DS3, Ethernet and dark fiber circuits is a plus, but interest and desire to learn is just as important.
Must have ability (or desire to learn!) how to install and neatly manage copper, coaxial, Cat5/6, fiber and other network cable/connector types.
Knowledge of switches, firewalls and managed storage are a plus, but not required.

Education:
High school diploma required.
Previous NOC/SOC/IOC experience and/or data center experience preferred.
College degree in related discipline preferred.

Working Conditions:
This position requires the applicant to be able to work any of the shifts as part of a 24X7 coverage rotation.The ability to sit for prolonged periods in front of a computer is required. Work is done in an area where normal office noise and occasional construction noise is present. Dirt, dust and grease may be present. Work is occasionally conducted in an outside environment such as a dock, on the roof and in equipment enclosures. Duties may involve working outdoors for short periods of time. May be required to work nights, weekends, and holidays as shift rotations require.

Rewards

Competitive compensation
Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
Fitness membership discounts
Generous paid time off policy including paid parental leave
Zayo is an Equal Opportunity Employer. Zayo does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.