Senior Data Center Technician

4 weeks ago

Johannesburg, South Africa Microsoft Full time

**Business Function Overview**:
In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day and we need you as a
**Senior**
**Datacenter Technician** (SDCT).

Microsoft’s Cloud Operations & Innovation (CO+I) is the engine that powers our cloud services. As a CO+I DCT, you will perform a key role in delivering the core infrastructure and foundational technologies for Microsoft's online services including Bing, Office 365, Xbox, OneDrive, and the Microsoft Azure platform. As a group, CO+I is focused on the personal and professional development for all employees and offers trainings and growth opportunities including Career Rotation Programs, Diversity & Inclusion trainings and events, and professional certifications.

With environmental sustainability and optimization at the forefront of our datacenter design and operations, we continue to grow and evolve as we meet the ever-changing business demands that hold Microsoft as a world-class cloud provider.

Do you want to empower billions across the world? Come and join us in CO+I and be at the forefront of the action #COICareers

**Responsibilities**:
**As a Datacenter Technician, your success will be measured by**:
**_Responsibilities_**

**_ Data Center Operations_**
- Demonstrates expertise in standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and/or decommissioning equipment, as well as a holistic understanding of the functions of, and interactions between, network and server equipment.
- Provides guidance to other technicians on processes and procedures.
- Proactively shares relevant information to enable efficient workflow and reviews process changes to evaluate impact on service execution and mitigate the impact that changes to their area of work will have on others.
- Ensures compliance with Data Center Services (DCS) business unit and service-level policies, procedures, and deadlines.
- Completes assigned tickets efficiently and in alignment with Key Performance Indicators (KPIs) per task type while meeting or exceeding established Service Level Agreements (SLAs).
- Coordinates and assigns tasks to other technicians and provides direction as needed to ensure work is appropriately prioritized and meets KPI and SLA targets.

**_ Service Delivery_**
- Delegates hardware installation, deployment, and/or replacement work to technicians; prepares, stages, sets up, and performs startups and shutdowns (e.g., racks, hard drives, switches) according to specific instructions provided via checklists, guides, and standard protocols.
- Performs quality control and takes responsibility for work performed by technicians.;
- Assists and provides guidance to technicians to complete challenging or complex tasks and escalates issues as needed.
- Ensures that technicians are performing post-execution quality checks and verifying that grounding, staging, labeling, and cabling are set up in compliance with safety protocols, deployment standards, and planned Network Design Tasks (NDTs).
- Applies advanced diagnostic and troubleshooting expertise to quickly identify the cause(s) of issues; quickly identifies the cause(s) of issues.
- Decommissions hardware for complex changes and/or systems with complex interactions (e.g., upgrading entire racks) following standard procedures; provides guidance and responds to questions and escalations from technicians to ensure they are informed on answers and solutions; ensures quality execution as defined by organizational standards, coordinates downtime, and keeps relevant stakeholders informed of work status to minimize downstream rework; verifies security compliance for decommissions and processes data-bearing devices for destruction.
- Follows procedures to communicate, report, and escalate incidents to appropriate Microsoft data center operations management units, Technician Leads, engineering leads, and Subject Matter Experts.

**_ Managing Services_**
- Exercises judgment and discretion to contribute to issue tracking, follow-up, resolution, the overall quality of the service.
- Provides guidance to less experienced technicians around client interaction.
- Maintains an awareness of Key Performance Indicators (KPIs) through dashboards and/or monthly performance discussions.
- Demonstrates understanding of cross-functional processes to support partnerships with internal and external stakeholders.
- Trains and mentors technicians through on-the-job training and by providing direct guidance on specific tasks.

**_Data Center Work Environment_**
- Attends, conducts, or assists in conducting daily safety briefings, completes required safety training, provides guidance to technicians to facilitate compliance with safety procedures (e.g., equipment use, lifting, electrical hazards, ladder/rolling stair use).
- Promotes a culture of safety and empowers technicians to take actio

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