The Lead Operations Technician position, works independently identifying areas for improvement within the existing environment, developing and implementing recommendations for improvement. Responsible for mentoring other technical staff, consistently author’s knowledge base articles and provides proactive solutions and serves as a backup for the local operations manager. Serve as an escalation point for all issues requiring engineering assistance. Responsibilities include maintaining at least one internal system and all relevant support documentation.  Consistently demonstrate proficiency in resolving moderate to complex support problems.

This position is requires working independently after seeking management approval.  Duties include planning, coordination, and completion of maintenance activities by creating project plans and following change management procedures.  On-call support is a requirement of this position.

• Provides high quality, consistent, efficient and accurate work for internal and external customer service surrounding the Company values
• Local site technical leadership
• Hardware
• System Administration
• Enterprise application support
• Provide leadership to local operations technician team members.
• Will lead complex installation activities
• Be a local customer interface/advocate
• Provide Sales Engineering support for the organization
• Interface and remote support of Service Delivery teams (Network, Backup, Virtualization, Storage, Windows, Unix/Linux, Architecture, CIMs, and TAMs)
• Provide backup for Lead MEP Technician and Data Center Manager
• Create and maintain working relationship with local telecommunications providers
• Provide on-call support for after-hours emergencies and critical outages
• Continue to expand on existing knowledge and expertise with at least one application platform (CRM, network & systems monitoring, web server software, database, application server software, etc.)
• Will configure and install Dell, HP, and other Wintel servers and blade centers
• Will monitor and manage infrastructures
• Share knowledge of storage subsystems, RAID levels, differences and benefits of various storage sub-systems RAID Arrays, NAS, and SAN with other support staff
• Provide support for Local Area Network (LAN) and Wide Area Network (WAN) technologies
• Understand Domain Name Service (DNS) and Access Control Lists (ACL’s).
• Expand knowledge of IP addressing and subnets, routing protocols, firewalls, and load balancing desired
• Perform backup and recovery tasks
• Understanding of quality assurance processes
• Lead and operate within the context of an established strategic direction and vision
• Enforce and adhere to all facility standards
• Ability to inspect and troubleshoot issues in and around electrical, mechanical and life safety equipment
• Ability to react to alarms and escalate any and all issues
• Assist in creating site operational budgets for OPEX and CAPEX.
• Responsible and assist in achieving and maintaining data center physical, environmental, and operational security and audit success
• Initiate, modify and maintain applicable process and procedures
• Oversee adoption and use of systems, tools, procedures, processes and standards for service delivery and client support
• Oversee and manage ticket queue for timely request completion and reporting
• Oversee and manage project assignments, progress and reporting
• Oversee and manage all documentation efforts
• Oversee and manage all daily operational tasks
• Perform quality assurance and sign off on all work performed
• Lead and participate in the local facility incident response, resolution and reporting process
• Maintain and implement continual training program for team to ensure familiarity of data center services, process, procedure and efficient and appropriate response to all types of incidents
• Administer the access control system and enforce access control policy and procedure
• Conduct professional tours and provide information for RFI/RFQ requests
• Attend training, planning and progress meetings with management, sales, client implementation, service delivery and data center staff
• Schedule and manage staffing, including any Security Guards
• Implement and manage any 3rd party/outsourced relationships including contract administration
• Maintain operational proficiency in equipment, technologies and tools
• Assis in development and implement professional development plans for staff
• Manage initial onsite facility incident response
• Manage Data Center run book
• Verbal and written communication with Operations staff and other internal and external customers.
• Author root cause analysis of incidents
• Assist in daily training of Ops Tech I and Ops Tech II personnel
• Provides quality internal and external customer service surrounding the Company values.
• Other duties as assigned.

Essential Functions

• Customer service focused and portrays energy, professionalism and welcoming characteristics. 
• Strong ability to work in a highly sensitive and confidential environment.
• Ability to meet deadlines and handle sensitive and pressured situations.
• Ability to identify issues and help develop strategy and tactical plans for various department initiatives
• Ability to use good judgment and decision-making skills
• Ability to use a PC, keyboard, and other standard office equipment

• BA/BS degree in Computer Science or related field or equivalent experience
• Strong knowledge of TCP/IP and Operating Systems
• Must be able to work around high voltage or mechanical equipment to take readings
• Able to handle multiple tasks, manage priorities, and remain professional at all times
• Must have the ability to distinguish low impact from high impact problems with little direction
• Able to understand complex solutions and relay effectively to customers
• Must have a high degree of accuracy and attention to detail
• Working knowledge and expertise with at least one application platform (CRM, network & systems monitoring, web server software, database, application server software, etc.)
• Working knowledge in configuring and installing Dell, HP, and other Wintel servers and blade centers.
• Working knowledge of monitoring and management infrastructures
• Must demonstrate personal motivation and enthusiasm
• Values continuous learning and self-improvement and supports the development of other Operations Technicians
• Must possess problem solving for complex problem resolution with the ability to identify and resolve issues quickly and effectively with little impact to the flow of operations
• A detailed base of technical knowledge regarding mainframe and PC hardware, operating systems, networks and communications protocols
• Ability to make decisions with strong processing skills
• Strong written and verbal communication skills; must communicate effectively and in a professional manner
• Previous experience with ticketing systems
• Previous cabling experience (copper/fiber preferred)
• Experience with quality assurance process and procedures
• Previous leadership or mentoring experience
• Previous customer interaction experience
• Adequate professional experience and knowledge to perform Job Responsibilities
• Excellent verbal, written, and interpersonal skills
• Ability to prioritize and organize effectively
• Ability to work on multiple projects simultaneously
• Ability to work both independently and with others
• Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines
• Proficiency in using MS Office Suite and Windows-based computer applications

Preferred Experience

• Prior 2-4 years’ experience particularly in the data center industry
• Prior experience particularly in the data center industry

Pay Transparency
TierPoint is committed to practices that promote pay equity and transparency. We provide a compensation range for roles that may be hired in locations with pay transparency law requirements. It’s important to note the pay range may be narrower than displayed, as various factors are used to determine the offered compensation package including skill set, level of experience, geographic locations, and other relevant factors- i.e. budgetary requirements.

Pay Range $25.14 - $37.71