Senior Data Center Technician
Company: Microsoft Corporation
Location: Cheyenne
Posted on: May 4, 2024
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Job Description:
As a Senior Data Center Technician (DCT), you will demonstrate
expertise in standard processes and procedures for preparing,
installing, performing diagnostics, troubleshooting, replacing,
and/or decommissioning equipment, as well as a holistic
understanding of the functions of, and interactions between,
network and server equipment. You will provide input for suggested
modifications to these processes and procedures as needed to
improve service quality and efficiency while providing guidance to
other technicians.
Microsoft's Cloud Operations & Innovation (CO+I) is the engine that
powers our cloud services. As a CO+I DCT, you will perform a key
role in delivering the core infrastructure and foundational
technologies for Microsoft's online services including Bing, Office
365, Xbox, OneDrive, and the Microsoft Azure platform. As a group,
CO+I is focused on the personal and professional development of all
employees and offers training and growth opportunities including
Career Rotation Programs, Diversity & Inclusion training and
events, and professional certifications.
Our infrastructure is comprised of a large global portfolio of more
than 200 Data Centers in 32 countries and millions of servers. Our
foundation is built upon and managed by a team of subject matter
experts working to support services for more than 1 billion
customers and 20 million businesses in over 90 countries
worldwide.
With environmental sustainability and optimization at the forefront
of our data center design and operations, we continue to grow and
evolve as we meet the ever-changing business demands that hold
Microsoft as a world-class cloud provider.
Microsoft's mission is to empower every person and every
organization on the planet to achieve more. As employees we come
together with a growth mindset, innovate to empower others, and
collaborate to realize our shared goals. Each day we build on our
values of respect, integrity, and accountability to create a
culture of inclusion where everyone can thrive at work and
beyond.
Responsibilities
Data Center Operations
Demonstrates expertise in standard processes and procedures for
preparing, installing, performing diagnostics, troubleshooting,
replacing, and/or decommissioning equipment, as well as a holistic
understanding of the functions of, and interactions between,
network and server equipment; develops an awareness of Information
Technology Infrastructure Library (ITIL) Foundation protocols; may
suggest modifications to process and procedures as needed to
improve service quality and/or efficiency; provides guidance to
other technicians on processes and procedures.
Proactively shares relevant information to enable efficient
workflow and reviews process changes to evaluate impact on service
execution and mitigate the impact that changes to their area of
work will have on others; asks questions when they do not have
required information and resolves others' questions in a timely
manner.
Ensures compliance with Data Center Services (DCS) business unit
and service-level policies, procedures, and deadlines; exercises
judgment and discretion to provide input on service level and
improvement plan components; escalates resolution of compliance
issues to technician leads.
Completes assigned tickets efficiently and in alignment with Key
Performance Indicators (KPIs) per task type while meeting or
exceeding established Service Level Agreements (SLAs); coordinates
and assigns tasks to other technicians and provides direction as
needed to ensure work is appropriately prioritized and meets KPI
and SLA targets; appropriately escalates issues related to tickets
to internal business/property groups; may assign tasks to
technicians using Labor Coordination System (LCS).Service
Delivery
Delegates hardware installation, deployment, and/or replacement
work to technicians; prepares, stages, sets up, and performs
startups and shutdowns (e.g., racks, hard drives, switches)
according to specific instructions provided via checklists, guides,
standard protocols, and emails; performs quality control and takes
responsibility for work performed by technicians; may suggest
modifications to processes as needed to meet SLAs and shares
suggestions with Technician Leads; assists and provides guidance to
technicians to complete challenging or complex tasks and escalates
issues as needed; may perform tasks in tandem with other
technicians to comply with procedures and safety protocols.
Ensures that technicians are performing post-execution quality
checks and verifying that grounding, staging, labeling, and cabling
are set up in compliance with safety protocols, deployment
standards, and planned Network Design Tasks (NDTs); may identify
errors in deployment standards or NDTs and escalates with
engineering and/or relevant specialists to coordinate corrections
as needed.
Applies advanced diagnostic and troubleshooting expertise to
quickly identify the cause(s) of issues; quickly identifies the
cause(s) of issues, and assigns tasks and provides guidance to
technicians on their team to replace faulty components with minimal
customer and business disruption; provides guidance to technicians
troubleshooting issues to meet or exceed established Service Level
Agreements (SLAs); escalates issues with significant customer or
business impact to appropriate experts and stakeholders.
Follows procedures to communicate, report, and escalate incidents
to appropriate Microsoft data center operations management units,
and Technician Leads; participates in bridge calls to provide
details on incident status and executes on-site follow-up actions
as directed if necessary; may leverage learnings to contribute to
the improvement of quality of service and support.
Decommissions hardware for complex changes and/or systems with
complex interactions (e.g., upgrading entire racks) following
standard procedures; provides guidance and responds to questions
and escalations from technicians to ensure they are informed on
answers and solutions; ensures quality execution as defined by
organizational standards, coordinates downtime, and keeps relevant
stakeholders informed of work status to minimize downstream rework;
verifies security compliance for decommissions and processes
data-bearing devices for destruction.
Managing Services
Exercises judgment and discretion to contribute to issue tracking,
follow-up, resolution, the overall quality of the service; provides
guidance to less experienced technicians around client
interaction.
Maintains an awareness of Key Performance Indicators (KPIs) through
dashboards and/or monthly performance discussions.
Demonstrates understanding of cross-functional processes to support
partnerships with internal and external stakeholders.
Trains and mentors technicians through on-the-job training (OJT)
and by providing direct guidance on specific tasks (e.g.,
deployments, break/fix); may complete additional training to obtain
or maintain relevant role certifications.
Data Center Work Environment
Attends, conducts, or assists in conducting daily safety briefings,
completes required safety training, provides guidance to
technicians to facilitate compliance with safety procedures (e.g.,
equipment use, lifting, electrical hazards, ladder/rolling stair
use), completes required Task Hazard Analysis (THAs), and uses
appropriate tools and Personal Protective Equipment (PPE) for
assigned tasks; promotes a culture of safety and empowers
technicians to take action, speak up, and report safety concerns
and/or incidents; participates in Get Out And Look (GOAL) safety
observations.
Complies with security and data management procedures and policies
and completes required security training; may escort third party
vendors or IT support on-premises at data centers or network sites;
appropriately takes action and alerts others to security concerns
and/or incidents.
Reinforces a positive and effective team environment by sharing
information and best practices with others, driving regular team
meetings and cross-discipline collaboration, staying apprised of
the status of others' work to respond to questions from customers
and other team members, and partnering with other technicians to
complete and/or hand off tickets as needed; provides and responds
to constructive feedback on ways to work more effectively and
inclusively within the team.
Coordinates, delegates task, and provides guidance to technicians
within an assigned shift to support execution of assigned work by
established service and operational level agreements
(SLA/OLAs).
Ownership
Has pride and a sense of accountability for the service quality,
completeness, and resulting user experience; displays
accountability and ownership of the data center facilities; ensures
high quality hand-offs of work to other technicians as needed.
Learns the client's business and maintains a client focus to
understand the impact of their work when completing tickets and
assigned tasks.
Other
Qualifications
Required Qualifications :
High school diploma, GED, or equivalent and basic knowledge of
computer hardware and components AND 2+ years' experience
supporting IT equipment or related technology.
Ability to work 12-hour shifts, including shift assignments during
non-standard business hours that may include evening, nighttime,
weekends and/or holidays.
Background Check Requirements:
Ability to meet Microsoft, customer and/or government security
screening requirements are required for this role. These
requirements include, but are not limited to the following
specialized security screenings:
While not required, we also look for the following Preferred
Qualifications:
Associate degree in computer science or other field and/or
equivalent work experience.
3+ years' experience supporting IT equipment or related
technology.
1+yrs Programing language experience with Python or similar
languages.
2+ years' experience working in a production, mission-critical
24x7x365 data center environment.
Applicable certifications: ASICS/Inventory Control, CompTIA (A+,
Server+, Network+), Basic Structure Cabling (BSC), Data Center
Foundation Certification (DCFC), Microsoft Certified Professional
(MCP), Vendor-Specific Network Certifications.
Data Center Technicians ATR-D - The typical base pay range for this
role across the U.S. is USD $32.40 - $54.76 per hour. There is a
different range applicable to specific work locations, within the
San Francisco Bay area and New York City metropolitan area, and the
base pay range for this role in those locations is USD $43.37 -
$60.96 per hour.
Certain roles may be eligible for benefits and other compensation.
Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until May 15,
2024.
Microsoft is an equal opportunity employer. Consistent with
applicable law, all qualified applicants will receive consideration
for employment without regard to age, ancestry, citizenship, color,
family or medical care leave, gender identity or expression,
genetic information, immigration status, marital status, medical
condition, national origin, physical or mental disability,
political affiliation, protected veteran or military status, race,
ethnicity, religion, sex (including pregnancy), sexual orientation,
or any other characteristic protected by applicable local laws,
regulations and ordinances. If you need assistance and/or a
reasonable accommodation due to a disability during the application
process, read more about requesting accommodations
(https://careers.microsoft.com/v2/global/en/accessibility.html)
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Keywords: Microsoft Corporation, Cheyenne , Senior Data Center Technician, Professions , Cheyenne, Wyoming
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