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About the Role
The RMA Technician II is responsible for advanced RMA processing and supporting daily data center operations. This role requires strong technical skills, attention to detail, and the ability to work independently in a fast-paced environment. The technician will troubleshoot hardware issues, manage vendor return processes, support infrastructure activities, and assist with training and mentoring team members. This position is ideal for someone looking to expand their technical expertise while taking on additional responsibility and ownership of operational processes.
Responsibilities
- Process RMAs and submit required documentation to OEM vendors.
- Collect and review logs, diagnostics, and supporting information.
- Package, label, and track returned equipment.
- Maintain accurate inventory and RMA records.
- Ensure compliance with vendor requirements and internal procedures.
- Install, replace, and decommission server hardware.
- Support rack deployments, cabling, and hardware upgrades.
- Monitor data center environmental conditions and report issues.
- Maintain organized and clean work areas.
- Assist with inventory management and asset tracking.
- Assist with training new hires and junior technicians.
- Share knowledge and best practices with team members.
- Help maintain and improve Standard Operating Procedures (SOPs).
- Support process improvement initiatives and operational efficiency.
- Maintain accurate ticket and task updates.
- Communicate with vendors, customers, and internal teams regarding RMAs and shipments.
- Escalate issues when necessary and ensure timely resolution.
- Participate in team meetings and provide status updates.
Requirements
- 2–4 years of experience in RMA processing, hardware support, or data center operations.
- Experience troubleshooting server hardware.
- Familiarity with ticketing and inventory management systems.
- Strong organizational and communication skills.
- Ability to manage multiple priorities and meet deadlines.
- Ability to lift and move equipment up to 50 pounds.
- Frequent standing, walking, bending, and handling hardware.
- Ability to work in a physically active data center environment.
Skills
- Server hardware troubleshooting and diagnostics
- Basic networking and power infrastructure knowledge
- Diagnostic and monitoring tools
- Ticketing systems such as Jira or ServiceNow
- Inventory and asset management tools
- Strong attention to detail and documentation skills
Experience Level
- 2-4 years
Education Level
- Associate degree in Information Technology, Electronics, or a related field (Preferred)