Job Description
Key Responsibilities:
Data Center Operations:
· Perform day-to-day physical support including racking, stacking, patching, and decommissioning of servers, routers, switches, and storage devices.
· Handle on-site tasks such as hardware replacements, hard drive destruction, cable management, and inventory updates.
· Assist remote teams by acting as "hands and eyes" for diagnostics, reboots, and maintenance tasks.
Technical Troubleshooting & Support:
· Troubleshoot escalated hardware and software issues for end-users and systems within the data center and distribution centers.
· Resolve TCP/IP, network connectivity, and infrastructure issues in collaboration with networking teams.
· Support RF devices, printers, and workstations (Windows CE, Android, iOS, Windows).
· Perform root cause analysis and resolution of server and application-related issues.
· Provide first-level support for Cisco routers, switches, IP phones, and wireless access points.
System Administration & Maintenance:
· Manage and support Active Directory accounts and group policies using AD Manager and SailPoint.
· Utilize tools such as MobiControl, Data Protector, and Bomgar for device management, data restoration, and remote support.
· Perform server reboots, weekly maintenance, and software updates.
· Monitor system performance and backups to ensure business continuity.
Collaboration & Communication:
· Work with cross-functional teams (networking, security, warehouse operations, vendors) to support IT and operational goals.
· Provide on-site verification of changes and upgrades performed by off-site teams.
· Escalate unresolved issues and document troubleshooting steps in ticketing systems (e.g., ServiceNow).
Documentation & Process Management:
· Maintain up-to-date documentation of systems, procedures (SOPs), checklists, and troubleshooting guides.
· Conduct regular hardware audits and manage hardware lifecycle from deployment to decommissioning.
· Create and update technical knowledge base articles for team knowledge sharing.
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Required Skills & Qualifications:
· 2+ years of experience in data center or hands-on IT support roles.
· Proficient in Windows and Linux environments.
· Strong knowledge of networking concepts (TCP/IP, DNS, DHCP, VLANs).
· Experience supporting hardware (servers, switches, laptops, RF scanners).
· Familiarity with Cisco devices, MobiControl, and ServiceNow.
· Working knowledge of backup systems, scripting (PowerShell, VB), and remote tools (RDP, Bomgar).
· Strong problem-solving and customer service skills.
· Excellent verbal and written communication skills.
· Ability to lift and move equipment (up to 50 lbs) and work in physically demanding environments.
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