Senior Data Center Technician

Who We Are

Netrality Data Centers is a growing private-equity backed owner-operator of strategic interconnection properties. With eighteen premier data centers located in six metropolitan markets, Netrality continues to acquire strategic network interconnection data centers and develop Meet Me Rooms (MMRs) and wholesale data center space within those properties to offer the highest quality and most robust direct network interconnections in the market.

Netrality offers comprehensive and competitive benefits to our employees, notably:

• Multiple offerings for medical, dental, and vision insurance
• Company-paid life, short- and long-term disability, and AD&D insurance
• Paid parental leave, fertility support, 401k matching
• Employee discount services through our partners savings platform
• $1:$1 company match for all eligible charitable gifts

Who We Need

Netrality has an exciting opportunity to join our Data Center team. The successful candidate maintains and monitors the building’s critical infrastructure systems, which supports both Netrality colocation customers and building tenants. In this role, the Lead Technician investigates internal alerts and follows established escalation procedures to maintain compliance with high level service and security requirements. This key member of the team will also assist with identifying and delegating tasks as needed with the rest of the team to further maintain our world-class data center facilities to the highest standards.

Netrality is a close-knit team of A-players. This is an opportunity for the right person to establish efficiencies and best practice enterprise-wide, with the potential for growth of the function over time.

Description of Responsibilities

• Monitor the Critical Facilities Monitoring System and provide reactive/notification/escalation services as required to address alarm events
• Provide top-tier physical and remote customer service support for local and international Colocation Customers in a 24/7/365 facility
• Perform walkthroughs of the facility to visually check and collect readings from all critical electrical/mechanical equipment and monitor overall facility conditions
• Assist with physical security monitoring through use of cameras, access badges, door alarms and notifications
• Perform “rack & stack” tasks for customer IT equipment as required
• Perform routine network operation tasks including IT equipment handling and troubleshooting, processing interconnection circuit orders, and general site support
• Manage customer package deliveries through receiving, handling, storing, and shipping
• Answer client calls, emails and other inquiries in a professional manner, and coordinate the appropriate resources to resolve client issues
• Assist in client deployment strategies and facility expansion planning
• Open Crisis Bridge and participate as necessary in response to critical events
• Monitor and assist Customer Support requests through use of a Web-based ticketing system including access requests, Remote Hand troubleshooting, and processing orders
• Sign visitors in and out of the facility and escort authorized personnel as required
• Monitor and assist during planned outages or maintenance windows
• Maintain detailed logs of all events, anomalies, inventory, and work tickets
• Maintain ethical, professional, and courteous relations with contractors, tenants, and colleagues
• All other duties as assigned by supervisor(s)

Position Requirements and Desired Skills

• High School Diploma required
• Industry related certifications, or associate degree+ in a technical area of study strongly preferred.
• 3-5 years of previous Data Center experience or other related technical fields required
• Fundamental knowledge of Data Center cooling and power infrastructure required
• 3-5 years of customer service experience preferred
• Strong troubleshooting, problem solving, multitasking and organization skills
• Operate with a ‘safety first’ mindset at all times
• Follow all current emergency procedures set forth by Netrality and the assigned property
• Excellent communicator and team player
• Experience working independently as well as collaboratively; effectively managing priorities while meeting hard deadlines
• Ability to work cross-functionally with ease
• Proficient with computers, commonly using email and Microsoft Office Suite
• Excellent communication and interpersonal skills, especially with supervisor and local site team
• Self-motivated, initiative taker
• • Highest ethical and professional conduct and integrity
• Adhere to all guidelines and expectations set forth in company’s corporate handbook