Job Description

Responsibilities: * Receives guidance and supervision to develop an understanding of standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, Responsibilities: Receives guidance and supervision to develop an understanding of standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and/or decommissioning equipment. Asks questions when they do not have required information. Complies with Data Center Services (DCS) business unit and service-level policies, procedures, and deadlines with guidance from other technicians. Completes assigned tickets efficiently and in alignment with Key Performance Indicators (KPIs) while meeting established Service Level Agreements (SLAs) with guidance from other technicians. Prepares, stages, sets up, and performs basic startups and shutdowns for hardware according to specifically written instructions provided via checklists, guides, standard protocols, emails, guidance from other technicians, and direction from management. Performs basic diagnostics and troubleshooting with guidance from experienced technicians and by following standard procedures to identify the cause of issues and replace faulty components with minimal customer and business disruption Decommissions hardware for simple changes and refreshes following standard procedures seeking clarification and guidance from more experienced technicians as needed. Follows procedures to communicate, report, and escalate incidents to appropriate Microsoft data center operations management and Technician Leads. Contributes to issue tracking through escalations by asking questions and seeking guidance on timely resolution of issues from more experienced technicians. Develops an understanding of cross-functional processes to support partnerships with internal and external stakeholders. Completes required training aligned to the role and workload observes more experienced technicians to gain hands-on experience and relevant on-the-job training (OJT) may complete additional training to obtain or maintain relevant role certifications. Participates in daily safety briefings, completes required safety training, complies with safety procedures (e.g., equipment use, lifting, electrical hazards, ladder/rolling stair use). Complies with security and data management procedures and policies with guidance from other technicians and completes required security training. Contributes to a positive and effective team environment by sharing information with others, contributing to regular team meetings, asking questions and staying apprised of the status of others' work, and partnering with other technicians to complete and/or hand off tickets as needed. Has pride and a sense of accountability for the service quality, completeness, and resulting user experience displays accountability and ownership of the data center facilities. Maintains a strong client focus to understand the impact of their work when completing tickets and assigned tasks. Requirements: 1+ years' experience supporting IT equipment or related technology Applicable certifications: CompTIA (A+, Server+, Network+), Basic Structure Cabling (BSC) Bachelor's Degree Qualification in Information Technology, Computer Science, Engineering (Computing/Telecommunication) or equivalent Minimum 5 years of relevant working experience in industry in being a part of the solution architecture and design team. Certification in TOGAF and/or ITIL will be preferred Strong client and project management abilities coupled with excellent communication, written, analytical, organisational and problem-solving skills Ability to translate technical details into design pattern and solution elements