Job Duties and Responsibilities:

·       Provide Service Request Support by working with remote Network Support Teams to install hardware or patch cables to enable new services for customers[HS1] 

·       Participation in Hardware Upgrades requires racking of hardware, installation of required Fiber and Copper Patch Leads, Providing Console Access to the Remote Team for configuration if needed, and testing connectivity after installation and configuration.

·       Directly support and complete all scheduled MACs (Moves/Adds/Changes)

·       Hardware installation MACs, including device labeling, power connectivity, and network cable connectivity  

·       Complete hardware support work orders involving hardware and cabling MACs, certification, troubleshooting, and break-fix 

·       Asset management, auditing, and daily work log/ticket tracking  

o  RFID tagging, storing, inventorying, moving, and decommissioning NW devices with defined procedures

·       Provide smart-hands assistance as required for multiple customers at various sites within specified SLA response times (on-call duties may apply) 

·       Maintain a safe and secure operating environment and report any violations to their immediate supervisor 

·       Detailed and thorough documentation and record-keeping 

·       Maintain site security protocols, badging requirements, and data protection procedures 

·       Ensure all media storage devices (Hard drives, thumb drives, CD/DVDs, etc.) are properly logged, secured, and documented to ensure compliance with retention practices 

·       Strong working knowledge of server and network hardware/components, copper and fiber infrastructure installation and testing, productivity and support tools, applications, and software (Windows, Linux, SSH, RDP, Putty, etc.), and infrastructure management (DCIM) related tools 

·       Coordinate equipment/material receiving, shipping, and RMA processing support as/when required 

·       Provide vendor and security escorts as needed 

·       Provide general cleaning on a raised floor, cabinet/rack exterior surfaces, work benches, and other areas as needed regularly 

·       Support standard and emergency operating procedures. 

·       Provide status reporting regarding service availability, performance, and capacity utilization as required 

·       Daily error log reporting and physical DC inspections for general health, power, cooling, hazards, etc. 

·       Coordinates equipment installation and delivery schedules under set project plans 

·       Maintaining network environment by providing physical touch (Smart Hands) support for Incidents, Requests, and Hardware Upgrades

·       Provide Incident support and work with remote Level 2/3 Teams to resolve outages by troubleshooting and fixing issues including replacement of cabling or hardware components

· On-call duties as needed 

Physical and Mental Requirements:

·       Must be self-motivated, detail-oriented, positive in approach, professional and help create, develop, and implement project process improvement(s) 

·       Must promote the company culture and mission to all employees, vendors, clients and business partners 

·       3+ years working in operations, or related technical field 

·       General knowledge of server/network equipment and software support configurations 

·       Intermediate understanding of AC/DC power principles, power distribution and best practices 

·       Strong aptitude for an independent working environment and a high productivity rate

·       Must be able to act as the company liaison for interface with customer representative(s) 

·       Must possess proven problem-solving skills, critical thinking skills, and the ability to effectively read, write, and give oral presentation(s) 

·       Must be able to work at heights, off of a ladder, and in confined spaces, lift up to 50 pounds and move up to 75 pounds 

·       Must be able to see and distinguish different colors, read small print, and hear and recognize audible signals such as dial tones 

·       Excellent communication and customer relationship skills

·       Regular attendance is mandatory 

·       Must be within commuting distance of Santa Clara, CA, or willing to relocate to the area. This position may require travel to the US.

Education, Certification, License, and Skill Requirements:

·       Corning Certification for fiber installations

·       Commscope Certification for copper installations

·       Must be self-motivated, detail-oriented, positive in approach, professional, and help create, develop, and implement project process improvement(s) 

·       2-3 years of experience in racking, stacking, connecting, and providing basic configuration support for Networking devices

·       Experience working with Ticket Management systems

o  Service Now preferred

·       Experience in Ethernet Switching H/W

o  Chassis, Supervisor, Line Cards, Power Supplies, Etc.

o  Transceiver Types – SX, LX, SR, LR, Etc.

·       Cable Troubleshooting Knowledge/Experience

o  Fluke Testers

• § Copper: Wire Map, Link Test, Etc.
• § Fiber: OTDR Testing

o  Fluke Aircheck

• § Wireless Testing

·       Telephony H/W – Audio-Visual equipment

o  Cisco, Polycom, Etc.

·       Preferred experience in the following:

o  Structured Network Cabling

• § Fiber: Multimode, Single Mode, Connector Types: ST, SC, LC
• § Copper: Cat5, Cat5e, Cat6
• § Connector Types: RJ45, 110
• § Must be Corning and CommScope licensed for Fiber and Copper

o  Wifi H/W

• § Wireless LAN Controllers
• § Wireless Access Points

o  Networking

• § IP Addressing, Layer 2 Vlans, Etc. [HS1]6