Junior Data Center Specialist - Night Shift (Austin, TX)

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Job Summary:

The Home Depot is looking for a Data Center Specialist for the night shift. The role involves handling escalated requests, maintaining software licenses, collaborating on training materials, and executing Facilities Service Requests in partnership with the daytime team, focusing on equipment management and troubleshooting.

Responsibilities:

• Provide IT equipment installation and removal services for, racks, servers, network devices, appliances, storage arrays, etc. install rail kits, rack in-rack power distribution units (pdu’s), cable management, cable trays, etc, run/stage, terminate, and label cables and IT equipment.

• Provide troubleshooting services for the application, infrastructure engineering, and operations teams as it pertains to equipment in the Data Center.

• Trace and/or test cables as requested for project planning or break-fix troubleshooting including testing SFPs.

• Follow industry and Home Depot standards, best practices, policies, and procedures.

• Ensure proper hot/cold aisle standards are followed by installing perforated or solid tiles during IT equipment installs and removals.

• Perform cable management to maintain integrity & Home Depot standards including labeling.

• Place asset tags & labels on equipment during Moves, Adds, & Changes (MACs).

• Communicate status towards the completion of assigned tasks and Facilities Service Requests (FSRs) before the shift ends to the daytime Data Center team.

• Maintain and update Nlyte (Data Center Infrastructure Management tool)

• Maintain and detail all MACs daily.

• Perform Nlyte asset and power audits per the scheduled frequency.

• Interface with ServiceNow modules such as:

• I. Change Management

• Ii. Incident Mgt., Problem Mgt., & Break/Fix

• Iii. Service Request (FSRs)

• Partner with Matrixed teams as necessary to coordinate & complete FSRs and tasks.

• Organize and prepare manifests for pallets of decommissioned equipment, hard drives for destruction, or legacy components that will be picked up by our 3rd party equipment disposal company.

• Monitor inventory of supplies that are used to deploy equipment to the Data Center & escalate to the Senior Data Center Techs and project manager when the inventory is low. ((e.g. EoR Network or Storage switches, SFPs/GBICS, cables (fiber, Cat6, Twinax), etc…)

• Photograph before and after shots of major work efforts, e.g. decommissioning work, cable clean-up, site organization, etc…

• Provide support for the mechanical/electrical team members & vendors as needed.

• Ensure resources or 3rd parties we work with follow the proper security policies as it pertains to Data Center access controls, which includes escorting when appropriate.

• Follow Corporate Security, and Cybersecurity policies and procedures.

• Escalate issues quickly based on criticality to the appropriate resources, IT Operations groups, and/or leadership.

• Ensure removed hard drives are audited and are destroyed.

• Ensure the Data Centers, MDFs, and storage areas are clean, organized, and safe.

• Perform Sub-floor clean-up.

• Ensure Walk off mats are removed prior to the end of the shift as required.

• Receives incident from escalation of L1 or receives incident from application and infrastructure teams directly; troubleshoots technical issues via phone, tickets and remote support (desk-side as needed) in a courteous manner both synchronously and asynchronously; escalates unresolved issues to L3 or engages service vendor

• Actively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed

• Has administrative rights; can make change to systems hardware and software

• Documents, reviews and ensures that all quality and change control standards are met

• Partners with engineering team to resolve any SCCM Software Center issues

• Maintains, upgrades and supports existing systems to ensure operational stability

• Applies diagnostic utilities to as needed to complete troubleshooting activities

• Identifies new and existing requirements and installs necessary hardware and equipment infrastructure to meet these requirements

• Accesses software updates, drivers, and knowledge bases as needed to achieve problem resolution

• Tests fixes prior to closing tickets to ensure problems have been adequately resolved

• Obtains and maintains license keys and associated software assets

• Maintains the PCLS software server which contains manual installation packages

• Negotiates with vendors to ensure that all system requirements are met in a timely and efficient manner; maintains and nurtures relationships with software vendors

• Interacts and builds relationships with site leadership where applicable

• Documents all pertinent end user identification information including nature of problem

• Records, tracks, and documents the problem-solving process for each ticket

• Actively engages in and supports formal and informal training sessions to share new skills and knowledge including, but not limited to, usage of system to obtain license keys and updates on additions and changes to the PCLS software server

• If new issue or known issue with incomplete resolution in the Knowledge Base, updates Knowledge Base system for L1s upon resolution

Qualifications:

Required:

• Must be eighteen years of age or older.

• Must be legally permitted to work in the United States.

• 1 year of relevant work experience

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred:

• 1-3 years of relevant work experience

• Proficient in CRM or standard help desk ticketing systems and remote monitoring and management software

• Proficient in Microsoft Office standard applications

• Proficient in troubleshooting and diagnosing networking issues and problems with modern operating systems

• Proficient in troubleshooting and diagnosing in virtualized and cloud-based environments

• Experience with administering antivirus software

• Experience with administering mobile devices and mobile device management systems (iPhone, Android)

• Experience with data management (backup) software and Windows Server

• Experience with DNS, DHCP, Internet infrastructure, and IP informational tools

• Experience with setting file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers

• Experience contributing to and developing content for a knowledge database and team training documentation

• Experience serving as a resource for more junior team members on how to approach or complete Support Desk tasks

Company:

The Home Depot is a retailer of hardware, consumer goods, and DIY supplies both online and offline while providing home delivery services. Founded in 1978, the company is headquartered in Atlanta, Georgia, USA, with a team of 10001+ employees. The company is currently Late Stage.