Overview
General requirement: As a member of the infrastructure support team, the incumbent with a minimum of 5 years of technical experience provides on-site hands-and-eyes support for end-users, 3rd party vendors and IT support groups. Hands-and-eyes support includes physical support (deploy, rack, stack, patch, cable) for IMACs, upgrades, device commissioning and decommissioning, component upgrades, swaps, change-out, basic configuration, troubleshooting and lights-on verification, reboot/power cycle, etc. The role requires the ability to safely lift heavy equipment and, if required, move equipment using a forklift. A strong ticketing experience is required as well as technical aptitude and the ability to research and solve complex issues independently.
Responsibilities
- Perform data center/server room/IT room facilities management operations for basic Hands and Feet administration duties, including physical support (racking and stacking) of servers and network devices during support, changes, upgrades, commissioning and decommissioning.
- Rack cabling, cable routing and cable management within racks; support for component upgrades, swaps, change-out, lights-on verification, and reboots.
- Understand the installed infrastructure design at all locations, including potential impact on business services in the case of infrastructure issues or outages.
- Perform infrastructure-related incident resolution, change management activities and service requests or tasks via the ticketing system.
- Maintain infrastructure facilities, including hardware equipment, cabling/patching and IT rooms, in a clean, secure and proper operating state to eliminate disruptions in service.
- Coordinate with OEM vendors and manage replacement of faulty parts under warranty, maintenance, and Return Merchandise Authorization (RMA).
- Periodically recommend stock levels for critical infrastructure spares to ensure incidents are resolved within documented SLAs.
- Manage data center logistics, assisting with shipping, provisioning and decommissioning processes.
- Assist with asset and inventory management of hardware and data center supplies.
- Act as the local site interface for vendors (telecommunications providers, equipment vendors and associated service partners/contractors, backup media handling transport and storage service providers for tape backup and local facility management providers).
- Complete infrastructure support-related security and controls and compliance tasks such as access reviews, risk assessments, controls verifications, facility inspections, and maintenance of verification logs.
- Participate and support SWAT team activities in response to incidents/problem resolution.
- Participate in Change Review Board (CRB) meetings to support change activities.
- Work with the appropriate team to develop communications to end-users about planned and unplanned outages.
- Perform required backup media handling support.
- Provide rollout and implementation support for projects and new technology programs, including capacity management, device replacement, remediation and retirement activities.
- Provide infrastructure support for Cyber Security, Business Continuity Plan / Disaster Recovery and Emergency Response activities (drill/exercise and real events).
- Provide assistance (e.g., temporary network setup) for plant and refinery special activities (e.g., turnaround), operational events and special business activities as applicable to the location being served.
- Emergency response (on-call) support to system outages.
Qualifications
- Minimum 5 years of technical experience in infrastructure support or related field.
- Strong ticketing experience and the ability to research and solve complex issues independently.
- Ability to lift heavy equipment; forklift experience preferred.
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