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About the Role

The Data Center Support Technician manages the operational integrity of H5 Data Centers' facility, overseeing physical security, access control, and surveillance. This role serves as the primary point of contact for customer engagement, handling calls, tickets, and incidents. Responsibilities include performing basic remote hands and escort duties, and monitoring critical systems such as building management, fire control, surveillance, access control, and network health. The candidate must be available for any assigned shift, including weekends and holidays.

Responsibilities

Manage all aspects of physical security, including video surveillance, access control administration, processing access requests, regular patrols, security policy enforcement, and incident response.
Serve as the primary point of contact for customer requests via phone, email, and portal.
Process customer requests and engage with subject matter experts.
Administer ticket queues to ensure timely updates through resolution and adherence to SLAs.
Provide escort duties for H5 Telco's, vendors, and customer vendors.
Perform basic remote hand support duties for customers.
Act as the primary focal point for incident management and escalations.
Monitor the health of building critical systems (power, cooling, fire systems) via BMS and visual inspection.
Monitor the health of access control, camera surveillance, and perimeter intrusion systems.
Monitor the health of critical IT systems, including networks and servers.
Coordinate incident response for significant incidents, including initial response, vendor dispatch, escalation to senior management, crisis bridge setup, advisories, and restoration coordination.

Requirements

Excellent interpersonal and communication skills (written and oral).
Familiarity with physical security protocols.
Customer service experience.
IT system qualifications will be required if not already certified.

Skills

Competent in the use of Windows, MAC and IOS systems.
Organization and time management skills.
Ability to be a self-starter, working in a fast-paced, constantly changing environment.
Ability to work well in a team environment or independently with minimal supervision.
Comprehensive understanding of data center best practices is a bonus.

Education Level

Minimum two (2) year college degree preferred.