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Client Services Technician - Level 1 (contract) in Minneapolis, MN at Solution Partners

Date Posted: 9/8/2018

Job Snapshot

Job Description

Client Services Technician (level 1)
This position is scheduled in 12-hour shifts, either 6am - 6pm (days) or 6pm - 6am (nights) using a "2 x 3 x 2" shift rotation.

Key Areas of Responsibility
: Provide on-site support for both external and internal support staff. Work will consist of cabling, racking, troubleshooting, as well as server, network, and facilities equipment maintenance;
: Take independent ownership of work requests until they are resolved and also working with various individuals at the company to ensure satisfactory solutions;
: Audit the status of equipment within the environment, assess equipment needs, and make recommendations to better suit both the devices and the data center environment;
: Develop and improve standards, practices, and overall productivity of operations within and around the data center facility;
: Document, respond to, and track open requests from Engineers/ Project Managers/ Service Account Managers;
: Create and improve client and internal support documentation and training materials;
: Assist in the identification, troubleshooting, and resolution of issues where possible;
: Escalate and work with senior engineers with necessary;
: Provide data center escorting for Data Center clients and vendors;
: Perform data center tape handling and audit activities involving loading, unloading, and verification of media. Follow a strict-control process for media entering or leaving the facility;
: Provide remote-hands support for general data center facilities issues when necessary;
: Provide basic account management duties for colocation clients;
: When requested, complete power analysis for new hardware requests, deny/approve/escalate those requests as needed, then communicate to the appropriate stakeholders next steps.
Responsibilities
: Meet or exceed defined performance metrics;
: Provide supportive and backup services to data center shipping and receiving staff as necessary;
: Work with peers and data center management to provide necessary shift, ticket, and work load coverage;
: Work on special projects as directed by data center management or as identified by you and/or your coworkers;
: Independently determine/develop approaches to solutions;
: Directly interact with peers, supervisor and team manager;
: Frequent customer interaction at peer level and higher (IT managers/directors)

Qualifications
Minimum Qualifications
: 6 months of experience in a comparable role;
: Some lifting, bending required (50 lbs);
: 2-yr associate degree (or 4-yr degree) or equivalent experience
: CompTIA A+ at time of hire or within 90 days of employment

Other Required Qualifications
: Ability to maintain composure and execute tasks while under pressure and exemplifying a high level of patience;
: Well-organized, able to multi-task, detail-oriented, and able to take initiative;
: Fundamental understanding of computer networking technologies (i.e. physical connectivity, internet and intranet concepts);
: Excellent communication, client service, interpersonal and teamwork skills;
: Demonstrate a high level of autonomy and ability to make decisions consistent with company and customer goals;
: Strong written and oral communications skills;
: Self-motivated and driven to perform without direct supervision;
: Ability to conduct self in a mature, responsible manner;
: Proven experience in direct customer support;
: Keen attention to detail and a critical eye for improvement;
: Foster company success through a professional appearance and by having a positive attitude;
: Effective interpersonal and relationship-building skills;
: Ability to present ideas in positive and user-friendly language;
: Experience working in team environments with high performance and quality expectations;
: Proven ability to seek and understand customers' goals and objectives;
: Demonstrate an analytical approach and problem-solving techniques;
: Due to the 24x7 operations of the facility, must be able to work a flexible work schedule, may include nights, weekends, holidays, etc.

Preferred Qualifications
: Prior experience in maintaining high service levels in a demanding environment;
: Experience with making and testing network cables.