Infrastructure Repair Technician - Data Center

HCL Technologies Limited; Altoona (IA); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off 10 days per year

10 paid holidays per year

Job summary

HCL Technologies Limited is seeking an Infrastructure Repair Technician to ensure seamless operation of data center infrastructure. You will troubleshoot, repair, and replace hardware across servers, storage, and network devices, while documenting work and collaborating with cross-functional teams.

Responsibilities include root cause analysis, ticket management, and process improvements. The role requires 24x7 flexibility, lifting up to 40 pounds, and up to 15% travel.

Qualifications

• 2+ years of experience in computer hardware, networking, and troubleshooting.
• Strong technical background in computer hardware, networking, and troubleshooting.
• Excellent problem-solving and analytical skills.
• Ability to work effectively in a fast-paced, dynamic environment.
• Strong communication and interpersonal skills.
• Ability to lift up to 40 pounds and work in a physically demanding environment.

Responsibilities

• Troubleshooting and Resolution: Identify, diagnose, and successfully resolve hardware problems on servers, storage systems, and network devices using advanced technical skills.
• Repair and Replacement: Perform repairs and replacements of faulty components including server hardware, storage drives, and network devices.
• Ticket Management and Closure: Manage and close tickets in a timely manner with proper documentation.
• Root Cause Analysis: Participate in root cause analysis to address underlying issues in the data center.
• Collaboration and Communication: Work with technicians, engineers, and stakeholders to resolve issues and escalate when needed.
• Process Improvement: Identify and suggest improvements to processes, tools, and systems.
• Monitoring and Maintenance: Monitor queues, ticketing systems, and repair requests to ensure prompt resolutions.
• Documentation and Record-Keeping: Maintain accurate records of diagnostics, repairs, and maintenance activities.
• Inventory Management: Manage receiving and installation of network devices and RMA equipment.
• Training and Development: Stay updated with new technologies and techniques through training.
• Safety and Compliance: Adhere to safety procedures when handling electrical and mechanical equipment.
• Customer Service: Provide excellent support to internal stakeholders.
• On-call Rotation: Participate in on-call with after-hours support.
• Travel Requirements: Travel up to 15% as needed.

Skills

Server hardware

Networking

Troubleshooting

Analytical thinking

Education

Degree in Computer Science, Engineering, or related field

Tools

Diagnostics tools

Ticketing system

Job description

An Infrastructure Repair Technician plays a vital role in ensuring the seamless operation of infrastructure and equipment within our fast-paced data center environment. As a key member of the Edge Network Service Repair Team, you will be responsible for providing expert repair services, troubleshooting complex issues, and collaborating with cross-functional teams to drive resolutions on cutting-edge technology.

Key Responsibilities

Troubleshooting and Resolution: Identify, diagnose, and successfully resolve hardware problems on servers, storage systems, and network devices, utilizing advanced technical skills and knowledge of industry-standard tools and methodologies.

Repair and Replacement: Perform repairs and replacements of faulty components, including but not limited to:

• Server hardware (e.g., GPU, CPU, Motherboard)
• Storage systems (e.g., Hard Drives, SSDs)
• Network devices (e.g., Switches, Routers, Firewalls)

Ticket Management and Closure: Manage and close tickets in a timely manner, ensuring that all necessary documentation is completed accurately and efficiently.

Root Cause Analysis: Participate in root cause analysis of highly technical issues within the data center, collaborating with cross-functional teams to identify and address underlying causes.

Collaboration and Communication: Collaborate with other technicians, engineers, and stakeholders to resolve complex technical issues, communicating effectively and escalating issues as needed to ensure prompt resolution.

Process Improvement: Evaluate and identify areas for improvement in processes, tools, and systems, recommending changes to optimize efficiency and quality of work.

Monitoring and Maintenance: Conduct routine monitoring of Task queue, Trouble Ticketing system, and Chatroom repair requests on equipment in the data center environment, ensuring prompt identification and resolution of issues.

Documentation and Record-Keeping: Document all work performed within the ticket portal, including diagnosis, repairs, and maintenance activities, ensuring accurate and up-to-date records.

Inventory Management: Maintain receiving and installing network devices, spare parts, and RMA equipment from vendors, ensuring efficient inventory management and minimizing downtime.

Training and Development: Participate in training and stay up-to-date with new technologies and techniques, enhancing your skills and expertise.

Safety and Compliance: Adhere to safety procedures and protocols when working with electrical and mechanical equipment, ensuring a safe and compliant work environment.

Customer Service: Provide exceptional customer service and support to internal stakeholders, responding promptly to requests and resolving issues efficiently.

On-call Rotation: Participate in on-call rotation, providing after-hours support for critical related issues outside of regular business hours and regular business hour on-call support as scheduled.

Travel Requirements: Travel up to 15% of the time, as needed, to support data center operations and participate in training or meetings.

Requirements

• Must be available to work a flexible schedule 24x7x365 to support business operations, including weekdays, weekends, and varying shifts. This role may require overtime exceeding 40 hours per week.
• 2+ years of experience in computer hardware, networking, and troubleshooting
• Strong technical background in computer hardware, networking, and troubleshooting
• Excellent problem-solving and analytical skills
• Ability to work effectively in a fast-paced, dynamic environment
• Strong communication and interpersonal skills
• Ability to lift up to 40 pounds and work in a physically demanding environment
• Degree in Computer Science, Engineering, or related field preferred

Preferred Qualifications

2+ years of experience in a data center environment, with a focus on server hardware, storage systems, and network devices

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [e-mail] for investigation.

Compensation and Benefits

A candidate's pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.