Job Summary:

The IT Support Technician (Break/Fix Technician) plays a critical role in ensuring the smooth operation of network hardware and equipment within our fast-paced data center environment. As a key member of the technical support team, you will be responsible for providing expert repair services, troubleshooting complex issues, and collaborating with cross-functional teams to drive resolution.

Responsibilities:

• Identify, diagnose, and successfully resolve hardware problems on servers, storage systems, and network devices, utilizing advanced technical skills and knowledge of industry-standard tools and methodologies.
• Perform repairs and replacements of faulty components, including but not limited to:
• Server hardware (e.g., CPU, RAM, Motherboard)
• Storage systems (e.g., Hard Drives, SSDs)
• Network devices (e.g., Switches, Routers, Firewalls)
• Manage and close tickets in a timely manner, ensuring that all necessary documentation is completed accurately and efficiently.
• Participate in root cause analysis of highly technical issues within the data center, collaborating with cross-functional teams to identify and address underlying causes.
• Collaborate with other technicians, engineers, and stakeholders to resolve complex technical issues, communicating effectively and escalating issues as needed to ensure prompt resolution.
• Evaluate and identify areas for improvement in processes, tools, and systems, recommending changes to optimize efficiency and quality of work.
• Conduct routine monitoring of Task queue, Trouble Ticketing system, and Chatroom repair requests on equipment in the data center environment, ensuring prompt identification and resolution of issues.
• Document all work performed within the ticket portal, including diagnosis, repairs, and maintenance activities, ensuring accurate and up-to-date records.
• Maintain receiving and installing network devices, spare parts, and RMA equipment from vendors, ensuring efficient inventory management and minimizing downtime.
• Participate in training to stay up-to-date with new technologies and techniques, enhancing your skills and expertise.
• Adhere to safety procedures and protocols when working with electrical and mechanical equipment, ensuring a safe and compliant work environment.
• Provide exceptional customer service and support to internal stakeholders, responding promptly to requests and resolving issues efficiently.
• Participate in on-call rotation, providing after-hours support for critical issues outside of regular business hours and regular business hour on-call support as scheduled.

Requirements:

• Bachelor degree in Computer Science, Engineering, or related field preferred
• 2 years of experience in computer hardware, networking, and troubleshooting
• Proficiency with Linux, HTTP, DNS, RAID, DHCP, and common diagnostic tools.
• Experience with enterprise server, storage, and networking platforms.
• Strong technical background in computer hardware, networking, and troubleshooting
• Excellent problem-solving and analytical skills
• Ability to work effectively in a fast-paced, dynamic environment
• Strong communication and interpersonal skills