Job Details
Job Description
Data Center Support Technician
Patmos is revolutionizing the Dedicated, Managed, and Cloud Hosting services industry through leading-edge virtualization technologies, proactive support automation, learning intelligence systems, and best-in-class customer service.
If you are looking for an opportunity to join an established, profitable, and expanding startup powered by a global team of proactive, results-driven innovators driven by curiosity, passion, and a desire to work with some of the most exciting technologies in the industry, you are in the right place.
COMPANY OVERVIEW
Patmos helps customers and partners thrive in the cloud. We are foremost a technology provider that enables and promotes the adoption and use of advanced cloud solutions, backed by exceptional customer support. We offer a diverse portfolio of fully managed offerings from dedicated servers within our own data centers to custom cloud and hybrid multi-cloud services focused on the specific needs of businesses and community anchor institutions.
TITLE
- Data Center Support Technician
SHIFT- Shift 1 - Sunday through Wednesday
- 8:30am - 8:30pm Sunday - Tuesday, 8:30am - 5pm Wednesday
- Shift 2 - Monday through Friday
- 3pm - 11:30pm, subject to change as coverage is needed for other Data Center Technicians
ROLE- Data Center: Participate in on-site data center operations such as server provisioning, hardware updates, inventory, etc.
- Server Administration: Troubleshoot, analyze, and resolve the causes of Server performance problems (Windows, Linux).
- HVAC/Environmental: Maintaining the optimal environment for data centers, ensuring that servers and other hardware operate efficiently and reliably.
LOCATION- Kansas City, Missouri - Required to be on site.
COMPENSATION- Hourly Base
- Shift differentials
- Paid Training
- Opportunities for overtime
BENEFITS- A mission-driven, values-based culture
- Fun, casual, startup office environment
- Excellent Work/Life Balance
- Medical, Dental, Vision, Life and Disability Insurances, Flexible Spending Account
- Professional development, including the opportunity to advance your career
- Preference to promote from within
- Third Shift differential pay incentives
TECHNICAL EXPERIENCE- Professional experience working with Hosted, Cloud, Software as a Service, Platform as a Service, Infrastructure as a Service, or companies like Amazon Web Services, Microsoft Azure, IBM, or cloud service providers. Supporting Hosted, Software as a Service, Platform as a Service, or Infrastructure as a Service.
- Professional experience in creating, deploying, and administrating virtual systems within one or more of the following technologies: VMware ESXi, Amazon Web Services (AWS), or Microsoft Azure, XCP-NG, and Open Stack technologies.
- Professional experience racking, stacking, and administrating Linux and Windows Servers.
- Professional experience performing system backups and restores.
- Identify and troubleshoot simple hardware failures on servers including the replacement of failed hardware components
- Troubleshoot operating system issues including the file system, disk management, and RAID technologies
- Troubleshoot, analyze and resolve the causes of server performance problems.
- Able to locate, review, interpret, and review server errors and audit logs.
- Able to troubleshoot complex technical issues through Chat, Phone, and Email.
- Advanced understanding of networking technologies such as firewalls, TCP, DNS, DHCP, SSL, and load balancing.
- Strong understanding of most basic system administration tools and procedures; for example, BASH, MySQL, MSSQL, IIS, Apache, FTP, Plesk, cPanel, and web control panels, and ability to use backup programs, verify disk integrity and maintain system files (groups, hosts, aliases).
- Knowledge of different cooling architectures used in data centers, such as raised floor cooling, overhead cooling, and in-row cooling. Understanding the advantages and disadvantages of each system is crucial for effective design and operation.
- Familiarity with the basic principles of HVAC systems, including heat transfer, refrigeration cycles, psychrometrics (study of air and its properties), and airflow management.
- Proficiency in using monitoring tools and software to track temperature, humidity, airflow, and other environmental parameters in real time.
- Capability to respond quickly to HVAC failures or environmental emergencies, diagnose problems, and implement temporary solutions to maintain operational continuity while permanent repairs are made.
- Gather necessary data for issue replication, problem determination, and/or escalation.
- A passion for learning new technologies.
- Comfortable creating knowledge base articles for both internal and external use.
CUSTOMER SERVICE REQUIREMENTS- Able to communicate with customers in a friendly, professional, and personable manner via multiple channels: Chat, Phone, and Email.
- Willingness to take ownership of the customer experience, including comprehensive issue resolution
- Experience using Salesforce CRM, Service Cloud, Live Agent Chat, and/or Knowledge.
- Experience interacting and communicating with customers in a friendly, professional, and personable manner via multiple channels: Chat, Phone, and Email.
- Thrives on a team where expertise is shared and feedback is encouraged.
- Effective time management skills, including the ability to multi-task, organize, and prioritize.
- Use interactive tools including chat, forums, email, monitoring, and other web-based social media to exceed customer expectations.
- Escalate issues to appropriate individuals using established guidelines and procedures.
- Participate in cross/team projects that enhance the quality or efficiency of the Customer Support group.
- Be part of a team, with a best-in-breed cost structure, operations, and execution quality.
- Passionate about customers and helping them reach their goals.
- Help revolutionize the Managed Services market through cutting-edge automation and exceptional Customer Service.
PATMOS IS AN EQUAL-OPPORTUNITY EMPLOYER