Datacenter Operator

Shift based, including days, nights, week days and weekends, working hours being 12 hour shifts with 1 hour lunch break.

Day shifts are 07:00 – 19:00 and night shifts are 19:00 – 07:00.

The candidate will be responsible for delivering onsite Data Centre Operational services to the IT infrastructure of multiple customers to agreed SLA’s.

These include but are not confined to:

• Working on a shift system in a 24 x 7 x 365 operation
• Access management – access control / site access
• Assistance with customer onboarding activities
• Scheduled Task management
• Floor walks to identify server alerts & LED's
• Management of deliveries and collections as per Data Centre policy
• Power Cycling (request to power reset a server or device)
• Equipment Inspection (request to inspect external conditions on a server or device such as display lights, visual status, or trace and check cables to ensure cable is plugged in and reseat if possible)
• Command Entry (request to enter specific commands on server or device)
• Ad hoc Patching (request to carry out ad hoc patching using pre-provisioned cables, installation and connection of patch leads)
• Escort Engineer (engineers will be escorted to and from the correct area required)
• Undertake ad hoc activities as directed by the Data Centre Management tiers
• Proactively update customers with call status and resolution progress.
• Progress/close service calls to a satisfactory conclusion on call management system.
• Monitor/progress all alerts / open calls in queue.
• Escalate potential service issues initially to designated escalation contact.
• Ensure internal and contractual SLA is maintained.
• Undertake ad hoc activities as directed by the Data Centre Management tiers.
• Understand and ensure all Customer, Data Center and Computacenter procedures and directives are adhered to.
• Carry out regular admin tasks such as tape backups, server checks etc., as required by external and internal customers
• Provide cover for other analysts in their absence, either within the same team or across teams, when required.
• Production of reports, shift handovers, notable event logs, and other reports as required.

Skills Required:

• Demonstrable experience of IT support environments within server/networking.
• To elevate alert / call to resolution Customer care skills – ability to listen to and understand the customer’s needs
• Excellent time management – able to work on own initiative. Ability to work within a pressurised environment.
• Ability to work in a team or on your own as required.
• Good knowledge of IT Platforms, equipment, and applications (e.g. PC Architecture, Lan Fundamentals)
• Good understanding of service calls and Call management systems or Helpdesk equivalent.
• Experience in rack builds and de-commissions
• Flexibility when working shifts as you may be required to participate in shift swaps
• Ability to take ownership of, and progress alerts / calls to resolution, within technical requirement for the role or, to elevate alert / call to resolution Customer care skills – ability to listen to and understand the customer’s needs.
• Demonstrable experience in providing onsite Data Centre Operational services
• Experience in the service provider marketplace