Data Centre Technician
2 days ago
At Rogers, the entrepreneurial spirit is part of our DNA. Our Rogers Business teams help foster and grow the Canadian economy by supporting businesses of all sizes. From small to large-scale enterprises, our teams help deliver innovative technology, network services, and a suite of solutions to help them succeed. We offer Canada’s largest and most reliable 5G network for our customers and are proud leaders in wireless private networking and IoT We continuously expand and evolve our networks, invest in new technology capabilities, and invest in our people to serve our business customers and their communities.
Come play a key role in driving the future of business innovation in Canada. We are looking for team members with a passion for delivering industry-leading value to customers and supporting businesses in the communities where we live and work.
Are you up for the challenge? If so, consider the following opportunity:
The Data Centre Technician (DCT) is the initial point of client contact and is responsible for ensuring the data centre is maintained in a professional and secure manner.
Providing 7x24x365 support, the DCT is expected to deliver the highest level of customer service by adhering to internal policies and procedures. The DCT is the local primary point of contact for the local data centre, monitoring of the data centre facility, and is the coordinator of client escalations. During client escalations within their local data centre, the DCTs will be the primary point of contact to identify and feed information to the local operational teams, as well as the Operations Centre (OC).
**What you'll be doing**:
- The position includes, but is not limited to, the following (other duties may be assigned):
- Receive and prioritize requests related to ticketing system
- Assist Clients in MACD’s (Moves, Adds, Changes, and Deletions)
- Monitor local security feeds and access control logs
- Issue security badges in compliance with local access control procedures
- Follow policies and procedures related to escalations, ticketing, and change management
- Identify and report to the Data Centre Manager any situations or client concerns that would improve quality or mitigate risk
- Create, update, and document existing Standard Operating Procedures (SOP), as required
- Provide notifications and updates to internal operational teams and/or clients
- Participate in special projects as required
- Ensure the ongoing flawless operation of the data centres to provide clients with world class service and support
- Execute the transformational vision of Rogers
- Perform other duties as requested by the Data Centre Manager
**Role Breakdown**
- Security_
- Ensure the property, both internally and externally, is safe and secure
- Execute and adhere to Rogers Security Policy
- Ensure data centre security access cards are properly maintained, distributed and accounted
- Provide effective local surveillance monitoring of data centre areas
- Follow reporting and escalation processes for incidents
- Adhere to all controls and processes to maintain SOC 1, SOC 2, PCI and ISO 27001 compliance.
- Government Reliability_
- For Government customers and/or Service provider customers providing services to the Government, there is an additional government security check that is mandated for those working in data centre environments where government equipment is in operation and/or or systems supported by RDC staff.
- Staff involved with the facilities and accounts which require clearance will need to have a personnel security screening completed to the Reliability or Secret level.
- Daily Operations_
- Ensure all receiving is performed, recorded and announced in an accurate and expedient manner and that the shipping and receiving policy and processes are followed
- Provide accurate and thorough site inspections and shift walk-throughs
- Assist in performing core functionality support for contractors at the local site
- Coordinate detailed handoff on operational status during shift changes
- Perform timely and concise escalation and exception reporting describing incidents outside of normal operating policy
- Act as primary point of contact for the Operations Centre (OC) and local operational teams during an incident
- Administration_
- Demonstrate strong shift turnover and peer communication practices;
- Contribute to process documentation for all functions
- Assist with ‘Smart Hand Services’; these services may include tape swaps, inspections and other services as required
- Assist with client on-boarding functions, as required
- Maintain a tidy, professional, and unobstructed work environment including client accessible areas such as lobby, offices and client lounge, etc.
- Primary Interactions:_
- Rogers Clients
- Team Members
- Rogers Employees
- Data Centre Operations teams
- Operations Centre (OC)
- Data Centre Management Services team
- Suppliers, vendors, and trades
**What you will bring**:
- Fluent English and ex
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