Data Center Technician

Overview

As a Data Center Technician (DCT), you will demonstrate expertise in standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and/or decommissioning equipment, as well as a holistic understanding of the functions of, and interactions between, network and server equipment.

You will provide input for suggested modifications to these processes and procedures as needed to improve service quality and efficiency while providing guidance to other technicians.

Microsoft’s Cloud Operations & Innovation (CO+I) is the engine that powers our cloud services. As a CO+I DCT, you will perform a key role in delivering the core infrastructure and foundational technologies for Microsoft's online services including Bing, Office 365, Xbox, OneDrive, and the Microsoft Azure platform.

As a group, CO+I is focused on the personal and professional development of all employees and offers training and growth opportunities including Career Rotation Programs, Diversity & Inclusion training and events, and professional certifications.

Our infrastructure is comprised of a large global portfolio of more than 200 Data Centers in 32 countries and millions of servers. Our foundation is built upon and managed by a team of subject matter experts working to support services for more than 1 billion customers and 20 million businesses in over 90 countries worldwide.

With environmental sustainability and optimization at the forefront of our data center design and operations, we continue to grow and evolve as we meet the ever-changing business demands that hold Microsoft as a world-class cloud provider.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

In this environment, you may be asked to go on business travel to support other metros periodically, 0-25% of the time and have the ability to work 12-hour shifts, including shift assignments during non-standard business hours that may include evening, nighttime, weekends and/or holidays.

Microsoft is unable to sponsor a work visa for this role due to the nature of the role's job duties

Responsibilities

Datacenter Operations

• Demonstrates an applied understanding of standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and/or decommissioning IT datacenter technology(ies) and equipment. Demonstrates a fundamental understanding of the functions of, and interactions between cabling infrastructure, network, server, and storage equipment.
• Reviews Process Change Notifications (PCNs) and develops an understanding of the impact to work execution and awareness to changes within their area of work and/or the work of others. Asks questions when they do not have required information and may provide feedback on changes to processes to experienced technicians and/or direct-line management.
• Complies with Data Center business unit policies, procedures, and deadlines with guidance from experienced technicians and/or direct-line management. Escalates issues related to compliance or operational assurance activities to direct-line management.
• Completes assigned tickets efficiently and in alignment with relevant Key Performance Indicators (KPIs) per task type independently. Provides guidance and/or assists less experienced technicians with complex tickets or tasks, and appropriately escalates challenging or complex tickets to more experienced technicians as needed.

Datacenter Work Environment

• Completes required security and data management training while complying with security and data management procedures/policies with guidance from other technicians. May escort third party vendors or IT support on-premises at data centers or network sites. Appropriately takes action and reports physical security access concerns and/or incidents to direct-line management or established reporting methods.
• Working for extended periods under elevated levels of ambient noise, heat, and light due to necessary equipment and ventilation systems.
• Traveling up to 25% typically domestically to and from multiple locations during the workday, and occasionally domestically to other sites for overnight stays. May work 12-hour shifts, including shift assignments during non-standard business hours such as evenings, nights, weekends, and holidays.
• Occasional climbing of ladders. Frequent climbing of stairs and/or ramps. Prolonged standing. Occasional lifting up to 25lbs / 11kg without assistance. Occasional lifting 25-50lbs / 11-22.5kg with lift assistance. Occasional push or pull 50-75 lbs / 22.5-34kg with assistive device. Normal visual acuity (near, far and peripheral with correction), defined via standard medical terms and applicable criteria. Normal color vision for electrical work, defined via standard medical terms and applicable criteria.
• Contributes to a positive and effective team environment by sharing information with other shifts or technician teams, contributing in regular team meetings, asking questions, and partnering with other shifts of technician teams to complete smooth transition and effective handover of ticketed work. Provides, responds to, and encourages providing feedback regarding on ways to work more effectively or enhance efficiency within their team and adopts best practices shared within-and-across shifts or technician teams.
• Participates in daily safety briefings. Completes required Environmental & Health Safety (EHS) training, complies with safety procedures (e.g., equipment use, lifting, electrical hazards, ladder/rolling stair use), completes required Task Hazard Analysis (THAs), and uses appropriate equipment and Personal Protective Equipment (PPE) for assigned tasks. Adheres to and promotes a culture of safety, taking proactive action to alert others of safety concerns, near-misses, and/or incidents. Participates in regular cadence proactive safety observation reporting processes and systems.

Managing Service

• Develops an understanding of cross-functional Data Center processes to support partnerships with internal and external stakeholders.
• Completes required training aligned to job focus areas and workloads (i.e., Break fix, Deployment, Simple Change, Decommission, IT Critical Environment) in a timely manner per direct-line management assignment(s). Observes more experienced technicians to gain hands-on experience and relevant on-the-job training (OJT). May complete additional or supplemental training to obtain or maintain relevant industry or technical certifications.
• Escalates and/or seeks guidance from experienced technicians or direct-line management regarding client interactions.
• Maintains an awareness of Key Performance Indicators (KPIs) through reporting dashboards, systems, for personal monthly performance discussions as needed.

Service Delivery

• Follows procedures to immediately communicate, report, and escalate data center technical or safety related incidents to direct-line management. May participate in bridge calls to provide details on incident status and executes on-site follow-up actions as directed if necessary.
• Develops and employs an effective execution order strategy for assigned tasks. Prepares, stages, sets up, and performs basic startups and shutdowns for hardware (e.g., racks, hard drives, switches) according to specific written instructions provided via checklists, guides, standard processes, emails, guidance from other technicians, and/or direction from management. May perform tasks in tandem with other technicians to comply with procedures and safety requirements.
• Performs diagnostics and troubleshooting and/or leverages standar