DC Ops Technician III

Pace Industries, LLC; Virginia; On-site; USD 60,000 - 80,000; Full time

Job summary

Pace Industries, LLC is seeking a Data Center Operations Technician to manage IT infrastructure in Ashburn, VA. The role emphasizes ensuring customer environments are secure, available, and meeting 99.999% uptime.

Weekend 2nd shift (Fri-Mon, 3pm-2am) includes eligible shift differential and close collaboration with the Data Center Operations Team. Responsibilities include hardware and OS troubleshooting across Windows, Linux, and VMware, plus network and storage support, cabling, and adherence

Qualifications

• Experience in a data center or equivalent tech environment.
• Familiarity with hardware repair and component replacement.
• Customer service experience is a plus.

Responsibilities

• Provide customer support using monitoring software and ticketing system.
• Identify and troubleshoot hardware failures on x86 servers and replace components.
• Troubleshoot OS storage issues including file systems and RAID.
• Support Windows Server, RHEL, Ubuntu, and VMware ESX servers.
• Perform basic OS administration tasks and resolve login/password issues.
• Resolve LAN connectivity issues and remote access with SSH or RDP.
• Work on network devices like switches, firewalls, load balancers, and security appliances.
• Handle storage devices (DAS/NAS) troubleshooting and replacement.
• Assist with hardware installation, cabinet mounting, and cabling needs.
• Ensure compliance with security policies and 5S housekeeping.
• Communicate technically and clearly with customers and teammates.

Skills

Monitoring software

Ticketing systems

Hardware troubleshooting

OS troubleshooting

Windows Server

Linux (Ubuntu/RHEL)

VMware ESXi

Network troubleshooting

Rack mounting & cabling

Customer support

Security policies

Education

High school diploma

Bachelor's degree preferred

Tools

VMware ESXi

Job description

JOB DESCRIPTION

The Data Center Operations Technician owns the responsibility of all IT Infrastructure, including customer configurations, within the data center environment ensuring all customer server environments are secure, operational and maintain 99.999% uptime.

Work Location/Days/Hours: Ashburn, VA Weekend 2nd shift Friday- Monday 3pm - 2am Eligible for shift differential

Key Accountabilities

• Utilize custom monitoring software and internal ticketing system to provide customer support
• Identify and troubleshoot simple hardware failures on x86-based servers to include the replacement of failed hardware components
• Troubleshoot simple operating system storage issues including file system, disk management and RAID technologies
• Support servers running Microsoft Windows Server, Red Hat Enterprise Server, Ubuntu Linux or VMWare ESX Server
• Simple operating systems administration to include troubleshooting of login, password and connectivity issues
• Troubleshoot simple local area network (LAN) connectivity issues and reestablish remote access to customer configurations utilizing SSH, Terminal Services/Remote Desktop Services or Remote Access Controllers
• Complete the troubleshooting, configuration and replacement of network device hardware including access and aggregation switches, firewalls, load-balancers and security appliances
• Complete the troubleshooting, configuration and replacement of storage devices including DAS and NAS arrays
• Complete customer configuration maintenances including hardware modification, operating system installation, mounting of the devices within cabinets and completion of all cabling needs required
• Troubleshoot copper and fiber cabling including initial installation testing as well as connectivity issues with previously deployed copper or fiber cabling
• Provide technical communication relating to customer configurations in a concise, professional manner
• Adhere to company security policies and procedures, including health and safety and local governing requirements as directed
• Execute and maintain meticulous 5S and housekeeping practices
• Demonstrate no less than full performance in a continuous, consistent, measurable manner
• Demonstrate high levels of passion and enthusiasm when providing Fanatical Support to all customers and coworkers
• Communicate in an honest, transparent manner focused on building trust amongst customers and coworkers

Key Performance Indicators (please note your KPI’s are the outputs of each of the accountabilities)

• Demonstrate a clear understanding of Rackspace software toolsets required for the monitoring and support of customer configurations
• Demonstrate the ability to successfully complete customer configuration maintenances and hardware troubleshooting
• Attention to detail and adherence to maintenance instructions ensure customer configuration rework is not required
• Customer configuration maintenances are quality controlled and adhere to published policy and process to ensure Global alignment
• Troubleshooting and problem solving capabilities lead to accurate and timely resolution of technical events
• All customer incidents or potential risks to our customers must be investigated utilizing the root cause analysis method
• All customer interactions, both internal and external, are conducted in a manner that delights customers
• Process and policy sign off is conducted in a timely manner, with clear understanding of the subject matter, by the specified due date
• All areas of responsibility are clean and organized with specific areas designated for all moveable items

MAIN CONTACTS (external/internal)

• Data Center Operations Team Lead (daily: direct manager)
• Internal Rackspace Personnel (daily: status of customer issues, configurations, objectives and tasks)
• External Customers/Vendors (varies: configuration planning and status communication)
• External Vendors (varies: supervision and oversight of work undertaken)

REQUIREMENTS

• High School diploma or equivalent required; University or College degree preferred
• Minimum 1-year experience working in a data center environment or equivalent technology background required
• Minimum 1-year experience or ability to show familiarity with building, repairing or upgrading hardware components required
• Minimum 1-year experience in a customer service oriented position preferred