Federal Data Center Technician

Federal Program Data Center Technician must have direct, relatable Data Center IT experience. Provides consulting to external Federal customers. Responsible for providing technical support and/or leadership in delivery of technology solutions designed to meet customers’ business needs and, consequently, for understanding customers’ businesses.  As trusted advisor create and maintain effective customer relationships so as to insure customer satisfaction. Maintain knowledge of leading edge technologies and industry/market domain knowledge.  Maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are met. 
Responsible for service delivery support, installation and configuration for customer environments. The jobs solve various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments

• Role requires candidate has TS/SCI Full Scope Poly
• Position will be on-site at customer location in Manassas, VA

Schedule:

•  M- W 6AM- 6PM (36 hours) on-site, 4 hours of flex time that can be done remote, on-call work as needed
•  W-F: 6AM- 6PM (36 hours) on-site, 4 hours of flex time that can be done remote, on-call work as needed

Typical responsibilities include:

Assisting and supporting end-users with technical issues and questions related to hardware – compute, network and storage systems via multiple support channels including ServiceNow and Jira tickets, phone, email, chat sessions, and other communication methods available.

Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articles.

Internal facing to create, track and escalate tickets to pull in engineers to solve customer challenges.

Order and track replacement parts.  Maintain spare parts inventory.

Success will be measured through satisfactory attainment of customer service level agreements.

Responsibilities:

• Ability to effectively communicate and answer customer inquiries.
• Provide exceptional customer service and resolutions in a time-efficient manner.
• Excellent problem-solving skills.
• Active listening and strong communication skills.
• Ability to adapt and work well in a Data Center environment.
• Resolve customer challenges and provide accurate and definitive information
• Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups.
• Integrate technical knowledge and business understanding to create solutions for customer.
• Deliver strategic account support by proactively maintaining high-level technical, operational expertise and understanding of industry trends.
• Mentor/consult with team members, other organizations, customers, and vendors on complex issues.
• Act as a consultant in service delivery business, technology, industry or specific application.
• Resolve technical and some business incidents independently.
• Mentor/assist less-experienced team members on complex incidents.

Education and Experience Required:

• US Citizen, TS/SCI Security Clearance with Full Scope Poly Required
• Bachelor's degree preferred or Associate degree holder (technical field) with 6- 8years working experience in related fields desired.

Knowledge and Skills:

• Direct, Data Center experience, 2+ years.
• Fluent in English, both written and verbal.
• Technologically savvy, excellent use of systems.
• Quick learner.
• Excellent communication skills, verbal and written.
• Experience with ServiceNow, Nlyte and Jira a big plus
• In-depth knowledge of company and industry standard networked computing environments, operating systems, and applications.
• Anticipate Customer needs, develop proposed solutions, and build consensus.
• Provide Mission Critical customer recommendations to improve processes.
• Experienced knowledge of change management process and tools in complex environment.

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