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Operations Technician II

The Operations Technician II role is ideal for someone who's not only technically skilled but also thrives on solving complex challenges and finding innovative solutions. You'll be at the center of activity, applying your technical expertise to keep systems running efficiently while continuously growing your skills. Daily responsibilities may include prepping cabinets, handling stock, racking servers, pulling cables, and managing alarms within a high-tech environment featuring advanced HVAC and electrical equipment. A strong customer service mindset is essential, as you'll interact with customers to ensure their needs are met with professionalism and care.

We're looking for someone who takes pride in their work, appearance, and the upkeep of the facility—someone dependable, adaptable, and ready to tackle the ever-changing demands of a 24/7 environment. The ideal candidate builds trusted relationships with internal teams and customers alike, representing TierPoint's reliability, attention to detail, and commitment to operational excellence.

The shift schedule requirements:

Sunday - Wednesday, 8:00am - 6:00pm

Responsibilities

Hardware & Infrastructure Support:

• Install, configure, and maintain servers, storage devices, and network equipment.
• Perform hardware troubleshooting, diagnostics, and component replacements.
• Assist with rack/stack operations, cable management, and asset tracking with internal and/or external customers.
• Provide remote smart hands support for customer advanced issues/concerns.
• Assist Lead Operations Technician and/or Data Center Manager with other facility related tasks.

Monitoring & Maintenance:

• Follow Method of Procedures (MOP) for equipment & cabling maintenance.
• Provide remote hands support for customer advanced issues/concerns.
• Monitor and respond to alerts related to power, cooling, and network performance.
• Conduct routine inspections and preventive maintenance to ensure system reliability.
• Work with vendors and internal teams to coordinate maintenance and repairs.
• Perform routine physical inspections for alarm identification and operational issues based on building and equipment checklists.
• Responsible for handling both incoming and outgoing shipments.

Incident Response & Troubleshooting:

• Diagnose and resolve hardware, connectivity, and environmental issues.
• Escalate critical incidents to senior engineers or management as needed.
• Document root cause analysis and follow-up actions for recurring issues.
• Serve as technical escalation point for other team members.
• Proactively manage ticket queue for timely request response and completion.

Security & Compliance:

• Adhere to data center security policies, standard operating procedures, access controls, and compliance requirements.
• Escort and supervise third-party vendors and visitors when required.
• Maintain accurate records of equipment changes, incidents, and maintenance activities.
• Monitor security cameras.
• Provide security oversight and administration based on company standards through security control program, policies, and procedures.
• Other duties as assigned.

Qualifications

Qualifications / Requirements:

• Knowledge of basic networking and server technologies.
• Must be able to work around critical facility equipment to take readings.
• Previous customer interaction experience.
• 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.
• Proficiency in using MS Office Suite and Windows-based computer applications.
• Adequate professional experience and knowledge to perform Job Responsibilities.

Preferred Experience:

• 1-2 years of working experience in a customer service/help desk environment, cabling integrator, other applicable IT schooling, industry experience.
• Previous leadership or mentoring experience.
• Prior experience particularly in the mission critical industry.

Working Conditions:

• Data Center Operations environment.
• Shift Work: Availability for on-call duties and occasional shift work, including nights and weekends, as required by the data center's operational needs.
• Physical Requirements: Ability to work in controlled environments and handle physical tasks such as lifting hardware or navigating confined spaces.

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 $21.01 - $31.66