Iron Mountain Jobs

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you’ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you’ll be part of a global workforce that embraces the differences among us. And here, we’ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can’t wait to hear about YOU.

Reports To: Assistant Manager, Operations, Data Center, Service Delivery

Department/Location: IMDC Operations, AZP2 Phoenix Az

# of Direct Reports: 0

FLSA Status (E or NE): NE

Grade: 12

Job Code: IT1234

Job Family: IT

Date Revised: 02/11/2019

Job Summary:

The Service Delivery Technician 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 install

cabling, IT gear, cabinets, cages, and other IT support infrastructure in a mission critical environment.

He/she will perform requested installations and troubleshoot systems. He/she will participate with

multiple IT teams on project work as requested, and work to support tenant installations and requests.

IMDC is looking for team members who are open to learning and growing in a fast-past 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.

Primary (P) or

Secondary (S)

Key Responsibilities: What are the main responsibilities of the job. Indicate which

are primary (essential to the job) and which are secondary (not essential to the job).

% of Time

Spent:

P

P

P

S

S

S

S

A. 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

B. Monitor, resolve and update all Operations-assigned service tickets

throughout your daily shift using the building management system. This will

include, but is not limited to, trouble tickets and customer installations of

electrical and physical equipment

C. Operate, monitor, maintain, and respond to abnormal conditions in facilities

systems.

D. Install network structured cabling and other infrastructure components

E. Monitor and react to alert / alarm conditions generated from building

management system

F. 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

G. Ensure physical security of data center, building, and occupants by

maintaining site security protocols, badging requirements and data

protection procedures

40%

20%

10%

15%

5%

5%

5%

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 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.

 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.

 Rack/Stack/Configure hardware.

 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 Service Now

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.

 Perform basic electrical troubleshooting, including use of an amp-meter.

 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.

 Knowledgeable concerning shipping and receiving of complex data center equipment

including storage arrays. Basic carpentry skills are useful.

 Proficiency in material handling and stock control with an understanding of their financial and

operational impacts.

 Intermediate PC skills with demonstrated proficiency in 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. Working hours are

varied and nights, weekends and holidays may be required.

Business Expertise: A data center specialist 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 Data Center. 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. Must be able to communicate clearly

and effectively in English, both verbally, typed and written. Read, interpret, and follow specific written

and verbal instructions.

Problem Solving: This role will be required to troubleshoot and resolve minor to major problem 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.

Nature of Impact: The efficient operation of the compute spaces physical plant supporting the data center has a

direct impact on both internal and external customers.

Area of Impact: This role has impact on the IMDC business line.

Interpersonal Skills: Good communication skills for both internal and external technician communications.

Strong organizational skills. Must be able to work independently and as part of a team; able to interact with

colleagues at all levels of the organization.

Job / Physical Requirements/Qualifications: (Define the physical demands and/or travel requirements necessary

to meet the minimum requirements of the role)

A. Physical Requirements: Walking, standing, sitting, lifting 50 lbs. bending, climbing

 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.

B. Travel Requirements: (Please indicate percentage of travel required)

% Total travel: 0%

C. Utilization of Time and Equipment: (Allocate the % of a total day. Total does not have to equal 100%)

30% 1. Laptop / desktop computer, telephone

70% 2. Must be able to lift fifty (50) lbs safely over your head. To include standing, bending and

kneeling as needed to perform this task. Server lifts can be utilized where applicable.

Movement of cable, IT gear, support infrastructure, and related equipment.

10-20 lbs.

30-40 lbs.

40 lbs.

10% 3. Unpacking, verifying and cataloging IT equipment shipped into the data center complex.

D. Licenses & Certifications Required: HP / IBM Self Maintainer Certified, A+ Server Certification

E. Qualifications: (Circle the minimum and preferred education and experience for the role)

Minimum Education: Minimum Experience:

High School Less than 2 years

2 Yrs College 2 – 4 Years

4-Yr College Degree 4 – 7 Years

Masters Degree 7 – 10 Years

PhD 10+ Years

Preferred Education: Preferred Experience:

High School Less than 2 years

2 Yrs College 2 – 4 Years

4-Yr College Degree 4 – 7 Years

Masters Degree 7 – 10 Years

PhD 10+ Years

Data center experience preferred. Additional trade or technical education

strongly encouraged.

BCSI and/or A+ certification desired. Three years structured cabling experience

strongly desired

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.

Iron Mountain is an Equal Opportunity Employer and does not discriminate on the basis of race, religion,

color, creed, age, national origin, sex, sexual preference or handicap.

Category: gja_Operations Group

Iron Mountain Incorporated, founded in 1951, is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world in approximately 50 countries, Iron Mountain stores and protects billions of valued assets, including critical business information, highly sensitive data, and cultural and historical artifacts.

Providing solutions that include information management, digital transformation, secure storage, secure destruction, as well as data centers, cloud services, and art storage and logistics, Iron Mountain helps customers lower cost and risk, comply with regulations, recover from disaster, and enable a digital way of working.

Our Cores Values and Code of Ethics are our north star. They provide a solid base for how we do business and behave every day, so each one of us can experience exceptional.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity.

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

Requisition: J0054053