eTeam
Title - Field Technical Support Rep-2
Location - Plano, TX
Job Description Requirements:
Strong organizational and communication skills (written and verbal). Proficient in Excel, Power Point, Exchange, SharePoint, Teams, Visio, and Microsoft Analysis, problem-solving, organizational, team building, conflict management Ability to lift 50 pounds Ability to work in rotational shifts including day/nights including weekends and holidays as required Ability to stand for extended durations Ability to utilize a pallet jack/forklift Familiarity with IT equipment including servers, network switches, storage, and cabinets Solid working knowledge of data center environments and infrastructure, network and telecommunications protocols and platforms, and disaster recovery
General Services
Escorting of vendors and customers Perform escorting of Client and non-Client personnel, vendors, and customers within all secured spaces and data center white spaces per Client security policies. Provide technical oversight of activities performed during escorting activities to ensure that all technical components are performed in accordance with the approved Change or Incident record.
Communication
Interface with requestors via phone call, instant messaging, email, and other CLIENT interface tools. Join and participate in technical change reviews and incident troubleshooting calls as well as web sessions between CLIENT delivery teams and CLIENT customers. Communicate in English both written and verbal Provide escalation and ongoing communication to CLIENT Leadership and Site Leads per the notification path provided by CLIENT for incidents and outages causing significant impact to CLIENT, CLIENT's customers, or the data center. Provide escalation and ongoing communication to CLIENT Leadership and Site Leads per the notification path provided by CLIENT for any failed or missed changes, and/or incidents that are a result of actions taken or lack of actions taken by the supplier personnel.
Site Access
Review data center access requests to ensure compliance to Client processes Review, approve, and execute site access requests according to Client processes and procedures Interface with supplementary service providers, Vendors, and Telco providers Perform vetting processes of visitors in accordance to CLIENT Security policies.
Documentation and Reporting
Create and maintain documentation related to site specific activities performed including processes and procedures. Provide Ad Hoc reporting as needed Support current and future projects related to new tools, processes and procedures implemented by Client. Maintain a daily turnover log of all interactions and work completed. Track all work being always performed in the secured spaces.
Basic data center planning
Support Client Data Center IT equipment installation and removal planning activities. Participate in planning of data center space and layout for new device installations, removals, and cabling infrastructure builds Complete and return to Hardware Planning Site Inspection forms as requested for equipment assignments and removals.
Service Management
Support Client's Service Management process and procedures including performing activities in the designated Client tools and ticketing systems. Prior to approving and performing any planned change work, ensure that a pre-validation and inspections are performed to ensure the work can be completed successfully. After completing work and prior to notifying the requestor/closing the ticket, perform post-validation of all planned change work to ensure that work was completed in accordance with the request and Client Site standards. Provide a completed root cause analysis report with remediation actions for incidents resulting from a failed task or preventable event in accordance with CLIENT standards and service level targets of this SOW. Perform ITIL level activities related to Incident, Problem and Change Review requests in Client tools and ticketing systems Contribute to the creation of tickets and content in Client Tools and ticketing systems Attend Client planning meetings to prepare for planned activity windows Approve requests in Client tools and ticketing systems Record activities performed in Client tools and ticketing systems Mark requests complete in Client tools and ticketing systems Perform problem and root cause activities related to facilities incidents
Inventory Management Services
Inventory Management Tracking Perform physical inspection and collection of information related to IT equipment within the data center white spaces, storage rooms, loading docks, and other locations onsite in the facilities as documented within this SOW. Affix Client provided barcode and other tags to all devices and items located within the data center. Perform scheduled periodic/random scans and inventory of equipment per supplied lists from Client inventory tool. Ensure every device, item, and storage items are physically validated and verified every 12 months. Collect information related to all equipment onsite for entry into Client database, including but not limited to: Device manufacturer, make, model, client, serial number, device name, floor location, power information, power strips, RU location, cable information, billing codes, etc. Enter information related to devices, materials and cables into Client database, in accordance with CLIENT standards. Ensure accuracy of all data collected, entered, and stored within Client provided tools. Complete monthly audits as initiated by the tool and mark updates within the tool. Support and participate in CLIENT SOXA and Asset Inventory Perform physical validation of Client and Client assets onsite at the data center when requested. Execute queries and provide inventory extracts from Client tools when requested.
Shipping/Receiving and Loading Dock
Perform shipping/receiving functions including, but not limited to: receipt and shipping at facility loading dock or other facility entrance, packing/unpacking of materials, movement of materials and equipment to/from data floor or storage location. Track and enter data related to all packages and shipments received and shipped from the facility in the Client designated tools. Notify requestors of deliveries and provide scanned copies of documents as requested. Store/file physical Bill of Lading, Bill of Materials, Property Removal Forms and other physical evidence of shipping and receiving activities in accordance with CLIENT Standards. Perform an annual inventory of all packages stored onsite and complete true up to receiving tracking database. Perform shipping functions including, but not limited to: inventorying, scheduling, packaging, forms completion, notification, tracking and other coordination of all IT equipment that leaves the CLIENT data center property. Ensure that all items removed from the physical location have the proper authorization and have a completed Property Removal Form. Maintain the storage spaces in an orderly fashion with all materials being tracked in accordance with CLIENT standard processes. Work with the CLIENT Data Center Manager to execute returns of packages stored onsite long term outside of CLIENT standards. Process RMAs as requested by CLIENT, Vendors, and Customers. Perform reporting as requested. Media Administration Services
Physical Media Activities Mount/dismount of media Filing and cataloging of media Scanning of media Shipping/Receiving of media and peripherals Inventorying of media and media related equipment Tracking of media and media related equipment Labeling of media and media related equipment Initializing of media and media related equipment Track onsite spares/scratch levels and report low volumes Recording of all media movements, shipping activities, destructions, and offsite vaulting activities within CLIENT provided tools. Enforcement of all CLIENT documented policies and processes related to Media Management. Perform all activities to prepare and package media for offsite vaulting Perform all activities to receive media from offsite vaulting provide and perform appropriate filing Execute commands on system consoles to perform standard daily tasks (mount, unmount, silo eject, etc.) Use of Client tools and processes related to Media
Hands & Eyes Services
Installation and Removal of IT equipment Physical power down of equipment in accordance with CLIENT 4-eyes process Install and remove cabinets and racks in the data center Perform activities to ground cabinets according to site processes Dispose of all packing material and waste appropriately Act as the POC and approve/coordinate tickets to add or remove equipment from the data center Move equipment, racks, devices, and materials between physical locations in the same building
Basic device configuration and OS Loads
Install software CDs and DVDs Install, connect, and/or move USB devices
Device Validation
Visual inspection of devices as requested Serial number validation Device Inventory capabilities and physical comparison to inventory lists
Basic troubleshooting and repair of IT equipment failures
Power on/power off devices in accordance with CLIENT 4-Eyes process Relay LCD readouts Reset Remote Management connection ID's and Passwords Reseat cables in accordance with CLIENT 4Eyes process General Troubleshooting and visual verification to assist remote troubleshooting efforts Test and troubleshoot problems
Job Description Requirements:
Strong organizational and communication skills (written and verbal). Proficient in Excel, Power Point, Exchange, SharePoint, Teams, Visio, and Microsoft Analysis, problem-solving, organizational, team building, conflict management Ability to lift 50 pounds Ability to work in rotational shifts including day/nights including weekends and holidays as required Ability to stand for extended durations Ability to utilize a pallet jack/forklift Familiarity with IT equipment including servers, network switches, storage, and cabinets Solid working knowledge of data center environments and infrastructure, network and telecommunications protocols and platforms, and disaster recovery
General Services
Escorting of vendors and customers Perform escorting of Client and non-Client personnel, vendors, and customers within all secured spaces and data center white spaces per Client security policies. Provide technical oversight of activities performed during escorting activities to ensure that all technical components are performed in accordance with the approved Change or Incident record.
Communication
Interface with requestors via phone call, instant messaging, email, and other CLIENT interface tools. Join and participate in technical change reviews and incident troubleshooting calls as well as web sessions between CLIENT delivery teams and CLIENT customers. Communicate in English both written and verbal Provide escalation and ongoing communication to CLIENT Leadership and Site Leads per the notification path provided by CLIENT for incidents and outages causing significant impact to CLIENT, CLIENT's customers, or the data center. Provide escalation and ongoing communication to CLIENT Leadership and Site Leads per the notification path provided by CLIENT for any failed or missed changes, and/or incidents that are a result of actions taken or lack of actions taken by the supplier personnel.
Site Access
Review data center access requests to ensure compliance to Client processes Review, approve, and execute site access requests according to Client processes and procedures Interface with supplementary service providers, Vendors, and Telco providers Perform vetting processes of visitors in accordance to CLIENT Security policies.
Documentation and Reporting
Create and maintain documentation related to site specific activities performed including processes and procedures. Provide Ad Hoc reporting as needed Support current and future projects related to new tools, processes and procedures implemented by Client. Maintain a daily turnover log of all interactions and work completed. Track all work being always performed in the secured spaces.
Basic data center planning
Support Client Data Center IT equipment installation and removal planning activities. Participate in planning of data center space and layout for new device installations, removals, and cabling infrastructure builds Complete and return to Hardware Planning Site Inspection forms as requested for equipment assignments and removals.
Service Management
Support Client's Service Management process and procedures including performing activities in the designated Client tools and ticketing systems. Prior to approving and performing any planned change work, ensure that a pre-validation and inspections are performed to ensure the work can be completed successfully. After completing work and prior to notifying the requestor/closing the ticket, perform post-validation of all planned change work to ensure that work was completed in accordance with the request and Client Site standards. Provide a completed root cause analysis report with remediation actions for incidents resulting from a failed task or preventable event in accordance with CLIENT standards and service level targets of this SOW. Perform ITIL level activities related to Incident, Problem and Change Review requests in Client tools and ticketing systems Contribute to the creation of tickets and content in Client Tools and ticketing systems Attend Client planning meetings to prepare for planned activity windows Approve requests in Client tools and ticketing systems Record activities performed in Client tools and ticketing systems Mark requests complete in Client tools and ticketing systems Perform problem and root cause activities related to facilities incidents
Inventory Management Services
Inventory Management Tracking Perform physical inspection and collection of information related to IT equipment within the data center white spaces, storage rooms, loading docks, and other locations onsite in the facilities as documented within this SOW. Affix Client provided barcode and other tags to all devices and items located within the data center. Perform scheduled periodic/random scans and inventory of equipment per supplied lists from Client inventory tool. Ensure every device, item, and storage items are physically validated and verified every 12 months. Collect information related to all equipment onsite for entry into Client database, including but not limited to: Device manufacturer, make, model, client, serial number, device name, floor location, power information, power strips, RU location, cable information, billing codes, etc. Enter information related to devices, materials and cables into Client database, in accordance with CLIENT standards. Ensure accuracy of all data collected, entered, and stored within Client provided tools. Complete monthly audits as initiated by the tool and mark updates within the tool. Support and participate in CLIENT SOXA and Asset Inventory Perform physical validation of Client and Client assets onsite at the data center when requested. Execute queries and provide inventory extracts from Client tools when requested.
Shipping/Receiving and Loading Dock
Perform shipping/receiving functions including, but not limited to: receipt and shipping at facility loading dock or other facility entrance, packing/unpacking of materials, movement of materials and equipment to/from data floor or storage location. Track and enter data related to all packages and shipments received and shipped from the facility in the Client designated tools. Notify requestors of deliveries and provide scanned copies of documents as requested. Store/file physical Bill of Lading, Bill of Materials, Property Removal Forms and other physical evidence of shipping and receiving activities in accordance with CLIENT Standards. Perform an annual inventory of all packages stored onsite and complete true up to receiving tracking database. Perform shipping functions including, but not limited to: inventorying, scheduling, packaging, forms completion, notification, tracking and other coordination of all IT equipment that leaves the CLIENT data center property. Ensure that all items removed from the physical location have the proper authorization and have a completed Property Removal Form. Maintain the storage spaces in an orderly fashion with all materials being tracked in accordance with CLIENT standard processes. Work with the CLIENT Data Center Manager to execute returns of packages stored onsite long term outside of CLIENT standards. Process RMAs as requested by CLIENT, Vendors, and Customers. Perform reporting as requested. Media Administration Services
Physical Media Activities Mount/dismount of media Filing and cataloging of media Scanning of media Shipping/Receiving of media and peripherals Inventorying of media and media related equipment Tracking of media and media related equipment Labeling of media and media related equipment Initializing of media and media related equipment Track onsite spares/scratch levels and report low volumes Recording of all media movements, shipping activities, destructions, and offsite vaulting activities within CLIENT provided tools. Enforcement of all CLIENT documented policies and processes related to Media Management. Perform all activities to prepare and package media for offsite vaulting Perform all activities to receive media from offsite vaulting provide and perform appropriate filing Execute commands on system consoles to perform standard daily tasks (mount, unmount, silo eject, etc.) Use of Client tools and processes related to Media
Hands & Eyes Services
Installation and Removal of IT equipment Physical power down of equipment in accordance with CLIENT 4-eyes process Install and remove cabinets and racks in the data center Perform activities to ground cabinets according to site processes Dispose of all packing material and waste appropriately Act as the POC and approve/coordinate tickets to add or remove equipment from the data center Move equipment, racks, devices, and materials between physical locations in the same building
Basic device configuration and OS Loads
Install software CDs and DVDs Install, connect, and/or move USB devices
Device Validation
Visual inspection of devices as requested Serial number validation Device Inventory capabilities and physical comparison to inventory lists
Basic troubleshooting and repair of IT equipment failures
Power on/power off devices in accordance with CLIENT 4-Eyes process Relay LCD readouts Reset Remote Management connection ID's and Passwords Reseat cables in accordance with CLIENT 4Eyes process General Troubleshooting and visual verification to assist remote troubleshooting efforts Test and troubleshoot problems