Iron Mountain Service Delivery Technician , Data Center in Boyers, Pennsylvania
At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world. Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesn’t just embrace what’s exceptional. It creates exceptional.
The Service Delivery Technician II provides technical and facility support in an always-on data center environment. He/She interfaces with employees, vendors and customers at all levels. He/she will maintain the data center conditions of the network equipment to ensure 100% uptime for all systems. They will perform requested installations and troubleshoot systems. He/she will participate with multiple IT teams on project work as requested. IMDC is looking for team members who are open to learning and growing in a fast-paced and evolving environment. High-energy, a strong sense of urgency and dedication to your team, our customers, and IMDC’s vision is required to be a success in this role. This is a full-time shift position.
Provide remote hands support for any request requiring actions within the data center space to include but not limited to, server/network equipment racking, provisioning power for new rack installations, all data cabling and provide hands on support for problem resolution
Monitor, resolve, and update Service Delivery assigned tickets throughout your daily shift using the service management ticketing system. This will include, but is not limited to, Customer requests, Escorting, trouble tickets, material handling, and customer installations.
Ensure physical security of data center, building, and occupants by maintaining site security protocols, badging requirements and data protection procedures
Job Responsibilities include, but are not limited to the following activities:
Support the safety and cleanliness of the environment and occupants by being proactive in identifying issues you see need resolution, opening tickets for maintenance and taking the needed steps to get it done
Assist Critical Facilities team, if needed, in reaction to Alert / Alarm conditions generated from the building management system
Conduct preventative/minor corrective maintenance routines in conjunction with various hardware maintenance programs
Install network structured cabling and other infrastructure components
Good communication skills are a must for this position with both internal and external customers.
This position is customer facing and must conduct themselves in a professional manner at all times.
This role will be required to troubleshoot and resolve minor to major problems with the Data Center compute / networking gear and also assist with problem situations with the electrical and mechanical plants.
Able to create a checklist and follow it in order of arrangement without losing track of completed tasks.
Functional Knowledge, Skills, and Competencies:
Perform server, network device, and storage array hardware troubleshooting.
Perform advanced structured cabling tasks including termination of fiber (fusion splice), twisted pair, and coaxial copper runs.
Installation and termination of all copper and fiber cross-connects to include gathering requirements, designing, labeling, testing and documentation
Work closely with customers, vendors, field technicians, and other telecommunications carriers to resolve service issues and improvements.
Identify, research and support process improvement actions related to data center services.
Support Shipping and Receiving with delivery and tracking of packages internally, packaging/unpacking and loading/unloading of deliveries for customers, carriers, vendors or other offices. Operation of Forklift and pallet jack may be necessary
Remote Hands – Server Reboots, power cycling equipment, and replacing equipment on a variety of data center equipment including servers, storage arrays, and network devices.
Escorts – Provide escorts for clients, vendors, and contractors to various onsite locations.
Provide general cleaning of the data center environment as needed on a regular basis
Remain informed and up-to-date on the policies and procedures in the ServiceNow knowledge base.
Be proficient in extending various types of network circuits including OC-n, DS1/3, Gigabit Ethernet, and wavelength.
Be knowledgeable concerning meet-me-room and carrier POP layout, installations, and maintenance.
Knowledge of basic electrical theory including Ohm's Law, AC power, power/voltage/current relationship, grounding, and electrical circuits.
Be able to use network troubleshooting tools including light meters, OTDRs, and packet analyzers.
Knowledge of best data center practices, such as hot aisle cold aisle rack configurations, how to rack and cable to maximize cooling.
Intermediate PC skills with demonstrated proficiency in G-Suite and Microsoft Office Suite.
Understanding of Basic Math Skills.
Time management skills and the ability to meet tight deadlines.
May be assigned over-time work based on the needs of the business.
Business Expertise : A data center Service Delivery Technician II must have a high level of competence working in a data center environment.They will be required to follow best practices defined for the production and backup data centers. They must use past experiences and draw upon organizations such as BICSI and AFCOM to insure best practices are being instituted and maintained in the data center environment
Leadership: This role will be responsible for the support and efficient operation of the DataCenter. Strong sense of urgency and ability to prioritize. Ability to take initiative to ensure tasks are completed. Refrain from disclosing confidential customer names to nonaffiliated personnel. This position will need to be a leader in the field and a resource of knowledge for their peers.
Area of Impact: This role has an impact on the CSG Corporate network, and all business lines supported by the data center.
Physical Requirements: Walking, standing, crouching, sitting, lifting 50 lbs. bending, climbing ladders
Able to sit and stand for long periods of time.
Able to type at a keyboard, use a mouse, focus on a computer monitor for long periods of time without causing or exacerbating any injury or medical condition.
Able to squeeze a hand-tool for twenty plus (20+) repetitions without causing or exacerbating any injury or medical condition.
Able to safely climb a twelve (12)-foot ladder and reach at arm’s length without losing balance.
Licenses & Certifications Required or Preferred:
Approved Technical apprenticeship or certification
Inside / outside plant cabling preferred
Two (2) to four (4) years’ experience in a critical operations environment. Data center experience preferred. Technical (Military/Trade School) training and/or two plus (2+) years relevant experience preferred.
Data center experience required. Additional trade or technical education is strongly encouraged.
Three years structured cabling experience strongly desired.
As a trusted partner to our clients there is a requirement that our Mountaineers must be vaccinated.
Disclaimer: This job description is not meant to be an all-inclusive statement of every duty and responsibility of the jobholder. Certain features of this job are described in the above headings, but are not necessarily limited to the above written statements. They may be subject to review. All positions within Iron Mountain may include other duties as assigned.
Category: Information Technology Group
Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE