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Data Center Support Specialist

Company: Mindteck (India) Limited
Location: Colorado Springs
Posted on: May 11, 2024

Job Description:


Strong organizational and communication skills (written and verbal).
Proficient in Excel, Power Point, Exchange, SharePoint, Teams, Visio, and Microsoft
Analysis, problem-solving, organizational, team building, conflict management
Ability to lift 50 pounds
Ability to work in rotational shifts including day/nights including weekends and holidays as required
Ability to stand for extended durations
Ability to utilize a pallet jack/forklift
Familiarity with IT equipment including servers, network switches, storage, and cabinets
Solid working knowledge of data center environments and infrastructure, network and telecommunications protocols and platforms, and disaster recovery
Must be a USA citizen or permanent resident

Job Description:

General Services

Escorting of vendors and customersPerform escorting of CLIENT Technology and non-CLIENT Technology personnel, vendors, and customers within all secured spaces and data center white spaces per CLIENT Technology security policies.
Provide technical oversight of activities performed during escorting activities to ensure that all technical components are performed in accordance with the approved Change or Incident record.

CommunicationInterface with requestors via phone call, instant messaging, email, and other CLIENT interface tools.
Join and participate in technical change reviews and incident troubleshooting calls as well as web sessions between CLIENT delivery teams and CLIENT customers.
Communicate in English both written and verbal
Provide escalation and ongoing communication to CLIENT Leadership and Site Leads per the notification path provided by CLIENT for incidents and outages causing significant impact to CLIENT, CLIENT's customers, or the data center.
Provide escalation and ongoing communication to CLIENT Leadership and Site Leads per the notification path provided by CLIENT for any failed or missed changes, and/or incidents that are a result of actions taken or lack of actions taken by the supplier personnel.

Site AccessReview data center access requests to ensure compliance to CLIENT Technology processes
Review, approve, and execute site access requests according to CLIENT Technology processes and procedures
Interface with supplementary service providers, Vendors, and Telco providers
Perform vetting processes of visitors in accordance to CLIENT Security policies.

Documentation and ReportingCreate and maintain documentation related to site specific activities performed including processes and procedures.
Provide Ad Hoc reporting as needed
Support current and future projects related to new tools, processes and procedures implemented by CLIENT Technology.
Maintain a daily turnover log of all interactions and work completed.
Track all work being always performed in the secured spaces.

Basic data center planningSupport CLIENT Technology Data Center IT equipment installation and removal planning activities.
Participate in planning of data center space and layout for new device installations, removals, and cabling infrastructure builds
Complete and return to Hardware Planning Site Inspection forms as requested for equipment assignments and removals.

Service ManagementSupport CLIENT Technology's Service Management process and procedures including performing activities in the designated CLIENT Technology tools and ticketing systems.
Prior to approving and performing any planned change work, ensure that a pre-validation and inspections are performed to ensure the work can be completed successfully.
After completing work and prior to notifying the requestor/closing the ticket, perform post-validation of all planned change work to ensure that work was completed in accordance with the request and CLIENT Technology Site standards.
Provide a completed root cause analysis report with remediation actions for incidents resulting from a failed task or preventable event in accordance with CLIENT standards and service level targets of this SOW.
Perform ITIL level activities related to Incident, Problem and ChangeReview requests in CLIENT Technology tools and ticketing systems
Contribute to the creation of tickets and content in CLIENT Technology Tools and ticketing systems
Attend CLIENT Technology planning meetings to prepare for planned activity windows
Approve requests in CLIENT Technology tools and ticketing systems
Record activities performed in CLIENT Technology tools and ticketing systems
Mark requests complete in CLIENT Technology tools and ticketing systems
Perform problem and root cause activities related to facilities incidents

Inventory Management Services

Inventory Management TrackingPerform physical inspection and collection of information related to IT equipment within the data center white spaces, storage rooms, loading docks, and other locations onsite in the facilities as documented within this SOW.
Affix CLIENT Technology provided barcode and other tags to all devices and items located within the data center.
Perform scheduled periodic/random scans and inventory of equipment per supplied lists from CLIENT Technology inventory tool.
Ensure every device, item, and storage items are physically validated and verified every 12 months.
Collect information related to all equipment onsite for entry into CLIENT Technology database, including but not limited to: Device manufacturer, make, model, client, serial number, device name, floor location, power information, power strips, RU location, cable information, billing codes, etc.
Enter information related to devices, materials and cables into CLIENT Technology database, in accordance with CLIENT standards.
Ensure accuracy of all data collected, entered, and stored within CLIENT Technology provided tools.
Complete monthly audits as initiated by the tool and mark updates within the tool.
Support and participate in CLIENT SOXA and Asset Inventory
Perform physical validation of CLIENT Technology and Client assets onsite at the data center when requested.
Execute queries and provide inventory extracts from CLIENT Technology tools when requested.

Shipping/Receiving and Loading DockPerform shipping/receiving functions including, but not limited to: receipt and shipping at facility loading dock or other facility entrance, packing/unpacking of materials, movement of materials and equipment to/from data floor or storage location.
Track and enter data related to all packages and shipments received and shipped from the facility in the CLIENT Technology designated tools.
Notify requestors of deliveries and provide scanned copies of documents as requested.
Store/file physical Bill of Lading, Bill of Materials, Property Removal Forms and other physical evidence of shipping and receiving activities in accordance with CLIENT Standards.
Perform an annual inventory of all packages stored onsite and complete true up to receiving tracking database.
Perform shipping functions including, but not limited to: inventorying, scheduling, packaging, forms completion, notification, tracking and other coordination of all IT equipment that leaves the CLIENT data center property.
Ensure that all items removed from the physical location have the proper authorization and have a completed Property Removal Form.
Maintain the storage spaces in an orderly fashion with all materials being tracked in accordance with CLIENT standard processes.
Work with the CLIENT Data Center Manager to execute returns of packages stored onsite long term outside of CLIENT standards.
Process RMAs as requested by CLIENT, Vendors, and Customers.
Perform reporting as requested.

Media Administration Services

Physical Media ActivitiesMount/dismount of media
Filing and cataloging of media
Scanning of media
Shipping/Receiving of media and peripherals
Inventorying of media and media related equipment
Tracking of media and media related equipment
Labeling of media and media related equipment
Initializing of media and media related equipment
Track onsite spares/scratch levels and report low volumes
Recording of all media movements, shipping activities, destructions, and offsite vaulting activities within CLIENT provided tools.
Enforcement of all CLIENT documented policies and processes related to Media Management.
Perform all activities to prepare and package media for offsite vaulting
Perform all activities to receive media from offsite vaulting provide and perform appropriate filing
Execute commands on system consoles to perform standard daily tasks (mount, unmount, silo eject, etc.)
Use of CLIENT Technology tools and processes related to Media

Hands & Eyes Services

Installation and Removal of IT equipmentPhysical power down of equipment in accordance with CLIENT 4-eyes process
Install and remove cabinets and racks in the data center
Perform activities to ground cabinets according to site processes
Dispose of all packing material and waste appropriately
Act as the POC and approve/coordinate tickets to add or remove equipment from the data center
Move equipment, racks, devices, and materials between physical locations in the same building

Basic device configuration and OS LoadsInstall software CDs and DVDs
Install, connect, and/or move USB devices

Device ValidationVisual inspection of devices as requested
Serial number validation
Device Inventory capabilities and physical comparison to inventory lists

Basic troubleshooting and repair of IT equipment failuresPower on/power off devices in accordance with CLIENT 4-Eyes process
Relay LCD readouts
Reset Remote Management connection ID's and Passwords
Reseat cables in accordance with CLIENT 4Eyes process
General Troubleshooting and visual verification to assist remote troubleshooting efforts
Test and troubleshoot problems
Check power connections
Provide feedback on console display (e.g. stop errors, blue screen, etc.)
Assist with disaster recovery activities in the event of a complete system failure
Assist with recovery of data center and equipment related to planned and unplanned power interruptions
Identify and report audible errors and system failures
Install and connect crash cart and/or other KVM device
Attend conference calls for troubleshooting and recovery of client environments related to a reported client impacting incident

Cabling Services

Patch management (installation, removal, management, troubleshooting)

Cable Installation and PlanningPhysical installation and removal of patch cabling, and cabling components, and related material
Connect communication copper and fiber cables between installed IT equipment
Ensure that all links and communication cables have been tested, labeled, connected, and documented according to CLIENT Technology standards
Test all cable pathways end to end before completion of change or incident records in accordance with CLIENT Technology standards
Identify unused system connections and work with system owners to remove

Cable Disconnect and removalPhysical removal of patch cabling, cabling components, cable infrastructure and related material.
Removal of unused cable and cable components from racks, conduits and data center subfloor
Disconnect cables from ports in accordance with CLIENT 4-Eyes process.

Device ValidationPerform visual inspection of equipment as requested to provide CLIENT Technology with information regarding cabling, port availability, and network connections
Document cable connections and server backplane connections as requested
Perform cable inventory as requested

Cable troubleshooting and repairTroubleshoot and repair system connections as needed
Test all types of cables - Copper, fiber (MM/SM), dark fiber, DWDM, MPO, etc.
Replace cables in accordance with CLIENT 4Eyes processes
Check network connections
Trace cables
Clean and polish fiber ends

DocumentationAccurately track, record, and maintain documentation related to cabling in CLIENT Technology designated tools and manual processes

Creation of cable material BOMsWork with CLIENT Technology and CLIENT Technology's vendors to obtain quotes of materials needed to complete buildouts and installations including but not limited to: Cables and cabling material, cabinets, cable tray, labels, cable ties, etc.
Provide CLIENT Technology with quotes from CLIENT Technology approved vendors to purchase necessary materials to complete projects

Keywords: Mindteck (India) Limited, Colorado Springs , Data Center Support Specialist, Other , Colorado Springs, Colorado

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