Data Center Support Technician

Role Summary

We're seeking a skilled Data Center Support Technician to join our Kansas City operations team. This is a critical onsite role combining hands-on technical troubleshooting with frontline customer support in our 24/7 data center environment. You'll serve as the customer's trusted contact throughout the resolution process.

You'll own tickets from intake to resolution, independently diagnosing server, network, and facility issues while keeping customers informed. You'll escalate complex problems when needed, but most issues you'll solve yourself—maintaining operational excellence and meeting SLAs that guarantee uptime and customer satisfaction.

This is a 100% onsite position at our Kansas City data center with rotating 12-hour shifts (7am-7pm or 7pm-7am) on a 3-on/4-off, 4-on/3-off schedule, including nights, weekends, and holidays. This is a full-time, hourly, non-exempt position eligible for overtime pay.

This position may not be the right fit if you:

• Want to work days only, Monday-Friday
• Prefer remote work (this is 100% onsite)
• Are not comfortable with customer-facing responsibilities as a primary duty
• Prefer deep technical work over customer communication
• Cannot reliably work 12-hour shifts including nights, weekends, and holidays

This role IS right for you if you:

• Thrive on helping customers solve technical problems
• Enjoy the work-life balance of 12-hour shifts (more days off!)
• Want hands-on technical work combined with customer interaction
• Are comfortable being the "face" of the company to our customers

Customer Support

• Serve as first point of contact for customer issues via phone, email, and ticketing system
• Own and resolve tickets within SLA time frames, escalating complex issues when needed
• Communicate clearly with customers throughout the resolution process
• Document all interactions, troubleshooting steps, and resolutions with precise detail

Monitoring & Response

• Monitor infrastructure, network, and facility systems for alarms or anomalies
• Respond to alerts using established procedures and perform initial troubleshooting
• Conduct scheduled walkthroughs of the data center floor
• Participate in incident response and documentation

Hands-On Technical Support

• Assist with customer equipment installations, moves, and decommissions
• Troubleshoot server, network, and power issues
• Execute cabling, labeling, and physical asset management
• Maintain clean, organized, and audit-ready work areas

Shift Operations

• Participate in detailed shift handoffs to ensure 24/7 continuity
• Follow established SOPs and document process improvements
• Work effectively with remote engineering teams and cross-functional staff
• Maintain situational awareness of all active issues during your shift

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential responsibilities.

Other Duties Assigned

Please note this job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Required:

Experience & Technical Skills

• Experience in technical customer support, IT help desk, or data center operations
• Hands-on troubleshooting experience with servers, networks, or infrastructure
• Understanding of data center environments (power, cooling, cabling) or willingness to learn
• Proficiency with ticketing systems and incident tracking platforms

Communication & Customer Service

• Exceptional written communication with strong grammar and attention to detail
• Excellent verbal communication for phone support and in-person interactions
• Ability to explain technical concepts to non-technical audiences
• Customer service mindset with patience and problem-solving orientation

Work Style & Reliability

• Ability to work rotating 12-hour shifts including nights, weekends, and holidays
• Demonstrated reliability and punctuality (essential for shift coverage)
• Comfortable working independently during night shifts with remote support
• Strong sense of urgency when responding to customer issues and alerts

Preferred:

• CompTIA…