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The Dedicated Facilities Technician is responsible for fielding inbound customer requests through the ticket queue and phone systems and routing escalations to the appropriate technical resources. This individual will be based out of our Data Center environment and so will also provide critical infrastructure support as well! The ideal candidate is motivated and possesses an unwavering passion for outstanding customer experience. This position reports to the Dedicated Support Supervisor and works closely with all departments.

Responsibilities

Engage with customers on the phone and ticketing system to identify incident category and route escalations to the appropriate technical resource or team.

Proactively triage, monitor, close, and report alerts for customers and internal environments

Monitor backup reports to ensure consistent delivery of service

Accurately and professionally document all communication with customers

Assist with installing servers and networking equipment into racks with associated network cabling.

Receive and document incoming shipments.

Respond to and resolve alarm events affecting infrastructure and services.

Follow established Change Control processes; review and follow MOPs for Change activities.

Support on-site Data Center activities such as badge creation, cable tracing, and assisting engineers with hands-on troubleshooting during escalations

Works with clients to resolve cabinet/cage infrastructure issues and power utilization.

Ensure operational efficiencies and best practices toward maintaining availability/ uptime of all 24X7 facilities, mission-critical operations, and infrastructure.

Perform other duties as assigned

Requirements

High School Diploma or equivalent

Empathetic customer service mindset and attitude

Superior sense of urgency and customer sentiment

Excellent written and verbal communication skills

Enjoys teamwork and collaboration

Must have excellent problem-solving skills and the ability to prioritize

Possess the ability to comprehend and execute documented escalation procedures

Experience fabricating and running network cables

Ability to lift up to 50lb

Basic understanding of computer and IT functions