NOC Technician T1

PhoenixNAP is an IT Services Company, offering a wide range of services including Data Centre Colocation, a variety of Cloud Services, Data Backup and DRaaS, and Security Services. In addition to our main Data Center in Phoenix, we operate out of over 17 other locations worldwide. Between these locations, we maintain an extensive infrastructure to support all of our customers’ growing business needs. This allows us to offer a high level of availability, redundancy, and fault tolerance to our clients. Through our partnership with industry-leading vendors, we are able to offer our customers the latest in cutting-edge technology. We comply strictly within PCI DSS standards and are accredited twice yearly. 

A NOC Technician is the technical liaison between the technology teams, customer and the 24×7 Data Center Environment. As a NOC technician, you will be responsible for providing on-site data center escalation support for mission-critical equipment. You can provision and troubleshoot a range of data center infrastructure components including, but not limited to hardware, fiber, networking, servers, NAS, and related equipment. You are efficient at collaborating and troubleshooting complex technical issues through Chat, Phone, and Email. You know how to innovate and make decisions on your own, but also know how to take direction when it is given, paying attention to all details involved. Expected to improve current processes and introduce automation with aim towards simplification.

Location: Phoenix, AZ (onsite)

Working hours: 40h/week (4×10 hours); 3rd shift from 10pm until 8am

Working days are: Sun/Mon/Tues/Wed or Wed/Thur/Fri/Sat.

There is on-call rotation if coverage is required.

Key Job Requirements: 

  • Directly support and complete all scheduled data center MACs (Moves/Adds/Changes) for all tickets, emails & chats.
  • Hardware installation, including device labeling, power connectivity and network cable connectivity.
  • Complete hardware support work orders involving hardware, cabling, troubleshooting and break-fix.
  • Provide smart-hands assistance as required for customers within specified SLA response times.
  • Maintain a safe and secure operating environment within the data center and report any violations to their immediate supervisor.
  • Detailed and thorough documentation and record keeping.
  • Strong working knowledge with server and network hardware/components.
  • Data center productivity and support tools, applications, and software including but not limited to (Windows, Linux, SSH, RDP, Putty, KVM, IPMI, Terminal, etc.)
  • Provide vendor and client escorts as needed.
  • Provide general cleaning on raised floor, cabinet/rack exterior surfaces, work benches and other areas as needed on a regular basis.
  • Provide status reporting regarding Data Center service availability, performance, capacity utilization as required.

Key Skills and Qualifications:

  • Must possess at least a High School diploma or GED equivalency.
  • Two (2) years’ minimum of data center experience.
  • General knowledge of server/network equipment and software support configurations.
  • Basic understanding of data center power distribution and data center best practices.
  • Strong aptitude for independent working environment and high productivity rate.
  • Must possess proven problem-solving skills, critical thinking skills and the ability to see tasks through to completion.
  • Must be able to work from a ladder, in confined spaces, lift up to 50 pounds and move up to 75 pounds.
  • Ability to sit, stand, kneel or squat for long periods of time.

This is an exciting opportunity to work with a highly innovative and creative team, in a great working environment using the latest technologies.