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Data Centre Operations Technician

2 months ago

Markham, Ontario, Canada Rogers Full time
About the Role

We are seeking a highly skilled and experienced Data Centre Operations Technician to join our team at Rogers. As a key member of our data centre operations team, you will be responsible for ensuring the smooth operation of our data centres, providing exceptional customer service, and maintaining a high level of security and compliance.

Key Responsibilities
  • Daily Operations
    • Ensure that all data centre operations are conducted in accordance with Rogers' policies and procedures, and that all audit requirements are met on a daily basis.
    • Perform site inspections and shift walk-throughs to ensure that the data centre is maintained in a professional and secure manner.
    • Assist contractors at site in compliance with Rogers' policies and customer requirements.
    • Troubleshoot and diagnose mechanical and electrical system failures and work with contractors to resolve or mitigate interruptions in service.
    • Perform basic preventative maintenance of mechanical, electrical, and life safety systems.
    • Manage vendors performing maintenance on site and ensure satisfactory completion of any work.
    • Operate hand tools as required.
    • Receive and prioritize requests related to ticketing systems.
    • Assist clients with Moves, Adds, Changes, and Deletions (MACDs).
    • Assist with 'Smart Hand Services'; these services may include tape swaps, inspections, and other services as required.
    • Follow policies and procedures related to escalations, ticketing, and change management.
    • Identify and report to the Manager any situations or client concerns that would improve quality or mitigate risk.
    • 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.
    • Ensure all health and safety guidelines are enforced by both internal and external visitors to the Data Centre.
    • Keep network diagrams for collocation and server room, physical layout, electrical, and mechanical schematics up to date.
    • Perform other duties as requested by Data Centre Management.
  • Administration
    • Comply with all Rogers Corporate Policies, including Business Code of Conduct & H&S.
    • Demonstrate strong shift turnover and peer communication practices.
    • Create, update, and document existing Standard Operating Procedures (SOP), as required.
    • Site orientation duties.
    • Maintain a tidy, professional, and unobstructed work environment.
    • Strong working knowledge of Microsoft Office products, including Visio.
  • Primary Interactions
    • Rogers Clients
    • Rogers Employees
    • Data Centre Operations teams
    • Operations Centre (NOC)
    • Data Centre Management Services team
    • Suppliers, vendors, and trades
    Requirements
    • This position is on site and not a remote position.
    • Ability to work rotating shifts, including days, afternoons, nights, and weekends, including holidays.
    • Access to reliable transportation and the ability to be on-call in support of a 24/7 operation.
    • Canadian Government:
      • Credit Check
      • Criminal Background Check
      • Reliability Level Security Clearance
    • Ability to lift up to 50 lbs and perform physical labour.
    • High School diploma with some Post-Secondary Education preferred.
    • Graduation from a trade school or recent apprenticeship in a mechanical/electrical trade or equivalent experience.
    • Help Desk/Operations Centre experience in a Telecommunications/IT capacity is considered a plus.
    • Fluent verbal and written English communication skills.
    • Well-developed Customer Service Skills with customer service experience.
    • Ability to read and understand mechanical/electrical blueprints and single-line diagrams.