What this Job Entails:
Scope:
Applies company policies and procedures to resolve a variety of issues
Works on problems of moderate scope
Receives general instructions on routine work and detailed instructions on new projects
Your Roles and Responsibilities:
Troubleshoot server and network hardware including fiber/optic cables, optics, and hardware componenets
Manage circuit move, add, change and disconnection orders (MACDs) life cycle.
Directly execute or manage local vendor technicians for servers, circuits and maintenance troubleshooting.
Facilitate physical layer installation of server and network cabling according to cabling matrices.
Physical server and circuit troubleshooting and fault analysis.
Provide ongoing support of production environment and coordinate with vendors, system owners, and other operations teams in order to resolve any issues.
Responsible for coordinating and tracking requests/orders and providing weekly reports.
Post documentation on each implementation.
Participate in On-Call Rotation for Ad-Hoc troubleshooting between internal teams and external providers
Assist with other regional works during business hours for maintenance related works
Data Accuracy
Inventory Database Improvement Strategy
Server Inventory database
Circuit Inventory database
Spares Inventory database
Create plan for healthy amount of spares at each site/warehouse and trigger request for additional spares when it reaches certain threshold
Raise Site and Vendor Remote Hands to perform site audits when needed
Update Internal documents when requested
Ad-Hoc Tasks
Have ticketing system for tracking all requests(JIRA)
Work with SCM, equipment vendors, and datacenters to manage delivery dates and time windows.
Process Improvement Support
Vendor Support
Initial POC for all Vendor Queries relating to interconnection, troubleshooting
Create Colocation Inbound/Outbound Shipments and track Deliveries when asked
Update internal documentation for all Internet Provider contact and circuit details
Schedule onsite technicians and provide site access requests for all ad-hoc/scheduled activities.
Submit Vendor Remote Hands Requests to support physical works on site
Perform regular audits for all server, circuits, spares inventory
Required Qualifications/Skills:
2+ years experience in datacenter or corporate/enterprise IT infrastructure, operating in IT best practices (ITIL), and operating within equipment lifecycle processes.
Experience executing detailed MOPs, technical instructions, following documentation.
Knowledge of relevant technologies - fiber optics, DWDM/CWDM devices, network interface types: form factors and protocols
Strong troubleshooting skills technical, logistical, process, and others.
Experience planning and coordinating with field operation technicians, engineers, contractors, and vendors with Telecom ISP and Colo Providers.
Excellent oral and written communication. Ability to express ideas clearly and provide effective remote technical guidance and troubleshooting.
Basic command-line proficiency in Linux/Unix and any switch OS CLI
Able to work independently with minimum supervision.
Preferred Qualifications:
Experience coordinating/leading junior field operation technicians/engineers, contractors, and/or vendors in a telecommunications working environment.
Experience collaborating across multiple levels and functions.
Anticipate problems in planning and proactively limit project-impacting factors.
Strong documentation skills for technical processes & procedures as well as accurately recording large amounts of detailed data.
Relevant Certifications: Server+, Network+, A+, CDCTP, CDCPM, etc.
Physical Demand & Work Environment:
Must have the ability to perform office-related tasks which may include prolonged sitting or standing
Must have the ability to move from place to place within an office environment
Must be able to use a computer
Must have the ability to communicate effectively
Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers
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