IT Data Center Srvcs Tech IV

Rochester, NY

GENERAL PURPOSE:

The Data Center Services Technician IV provides leadership and oversees operational services during shifts. The Data Center Services Technician IV is responsible for leading and mentoring others in troubleshooting and resolving issues across the enterprise. The Data Center Services Technician IV is also responsible for production control, such as change management, asset management and service automation. The Data Center Services Technician IV maintains a focus on high-end IT support for Data Center and user systems, involving complex, technical inquiries and physical installation methods using expert skills and knowledge.

JOB DUTIES AND RESPONSIBILITIES:

DC Operations/Service Desk:

  • Serves as the technical lead, coach and motivator, exhibiting total systems knowledge.

  • Provides technical leadership and direction for the team during emergencies, unplanned events and maintenances.

  • Provides second and third level server administration.

  • Provides expert level technical support related to unique Data Center systems and complex IT systems across the enterprise.

  • Conducts routine debriefings with Data Center Services Managers and ensures shift turn-over is accurate, detailed and occurs seamlessly.

DC Infrastructure Services:

  • Expert knowledge and skills in structured cabling installations, including fiber splicing and copper terminations.

  • Expert knowledge of physical hardware installations per well-defined installation methods.

  • Demonstrates knowledge in structured cabling test instruments.

  • Has a general understanding of division 17 and 27 and ASHRAE standards.

  • Has a general understanding of Data Center management tools such as Building Automation Systems, Computational Fluid Dynamics Models and CMDB Asset Management Systems.

  • Advanced knowledge of CCTV and card access systems.

  • Advanced knowledge of KVM remote access systems.

  • Acts as a lead project manager/designer for Data Center projects, installs and activities.

  • Develops project timelines and milestones with general guidance; communicates with appropriate user base, sets priorities and manages progression of project implementation tasks as assigned.

  • Manages inventory, supplies, critical spares and Data Center assets.

Production Control/Change Management:

  • Expert knowledge in automation tools.

  • Expert knowledge to create schedule and update automation tasks and assist customers in identifying there automation needs.

  • Advanced knowledge of manual file transfers.

  • Manager user access to secure FTP sites.

  • Manage Change Control meetings (CAB&CCB).

  • Manage Change control forms and process.

  • Manage Change Control calendar.

  • Ensure changes are well defined, understood, approved and completed.

  • Coordinates technical day-to-day team member assignments with the Data Center Services Manager.

  • Uses independent judgment and reasoning in decision making when faced with unique customer situations.

  • May facilitate weekly team meetings.

  • Assists with distribution of emergency communications directed to executives and other affected users; coordinates technical teams and provides meaningful updates to management and leaders.

  • Demonstrates an ability to assess and interpret information from records and logs to analyze trends and develop an appropriate solution/approach such as scripts to automate processes to reduce waste or inefficiencies in operations.

  • Strong familiarity with Incident Management procedures.

  • Strong familiarity with Root Cause Analysis (RCA) process.

  • Strong familiarity with Project Management Office (PMO) process.

  • Assists with team member interviews.

  • Provides input for performance evaluations.

  • Participates in collaborative team initiatives across other technical teams.

  • Provides mentoring and training on an on-going bases for team members.

  • Keeps abreast of current technologies and trends through continuing education.

  • Participates in after-hours maintenance.

Other duties as assigned

QUALIFICATIONS:

  • Bachelor’s degree in related field and/or equivalent Military/Trade School and/or equivalent work experience preferred.

  • 5~7 years of relevant experience in Data Center environments, Operations Centers/NOC, Service Desk or an equivalent combination of education and experience required.

Required Technical Skills:

  • Expert level problem solving techniques, including the ability to troubleshoot with or without remote access.

  • Expert level knowledge of IT technologies, computer hardware and mobile platforms, Microsoft Office suite of products, Apple OS/IOS and Android OS.

  • Advanced understanding of voice and network physical and logical topologies.

  • Advanced understanding of monitoring tools.

  • Advanced knowledge of working in a Data Center environment.

Required Business Skills:

  • Exceptional customer service skills that demonstrate empathy and recognition of urgency, including outstanding oral and written communications and ability to diffuse difficult situations.

  • The ability to maintain composure with difficult users and situations.

  • Open to different perspectives and flexible to change.

  • Outstanding verbal and written communication skills.

  • Ability to manage and complete one’s own work.

  • Demonstrated project management skills.

Other:

  • Data Center Services are 24x7x365, including holidays. It is a requirement of the position that the Data Center Engineer III be flexible to work any and all shifts necessary to ensure coverage requirements, including on-call rotations.

  • Clean driving record.

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $24.40 - $34.16 Hourly

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

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Location: Central Administration
Full/Part Time: Full-Time
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