OneNeck IT Services Corporation is a global leader for hosted application management, managed hosting, cloud services and infrastructure services.  Our comprehensive portfolio offering includes application, database and network management, data center management, disaster recovery, virtual machine management, managed backup and storage and 24/7 customer support.  OneNeck has achieved profitability every quarter since it was established in 1997.  OneNeck’s headquarters and data centers are located in the greater Phoenix metropolitan area.

OneNeck is a subsidiary of TDS Hosted & Managed Services, LLC (TDS HMS), a newly formed division of TDS Telecommunications Corp.  TDS Telecommunications Corp. is a wholly owned subsidiary of Telephone and Data Systems, Inc. [NYSE: TDS, TDS.S] Telephone and Data Systems, Inc., a Fortune 500® company, provides wireless, local and long-distance telephone and broadband services.

This position is responsible for the daily operational activities in the Tempe Data Center in regards to critical devices supporting the facility, server and networking equipment, cabling and facility cleanliness and maintenance.

Position Description:

Relationship to Other Roles:

·   Take direction from the Facilities Manager for scheduling and prioritizing tasks to be accomplished.

·   Submit time and expense reports to the VP of Managed Hosting detailing the number of hours worked, and if applicable, any expenses being charged.

·   Take direction from Facilities Manager with respect to customer specific processes and procedures.

·   Escalate identified deficiencies in service delivery to Helpdesk Manager and/or VP of Managed Hosting as appropriate.

·   Receive formal review from Facilities Manager.

·   Take direction from the VP of Managed Hosting and Facilities Manager as related to discipline policy, incident management processes, and quality of work.

Responsibilities:

·   Responsibilities include but are not limited to:

·   Responsible for daily walk-throughs thru data center facility and recording results to log

·   Coordinating on-site maintenance of power, cooling and environmental systems

·   Access control including badge and biometric management

·   Setup and tear downs of all physical data center equipment including racks, PDUs, servers, network devices, disk systems, etc.

·   Facility maintenance including carpet replacement, painting, electrostatic floor maintenance, lighting, electrical, etc.

·   NOC maintenance including display systems, console systems, KVM systems, etc.

·   Serve as technical contact responsible for all data center physical activities.

·   Acts as technical point of contact for escalations and troubleshooting of physical server and network device issues.

·   Acts as backup to other Facilities Technicians.

·   Intimately involved in new customer migrations and implementations as it relates to physical infrastructure.

·   Policy and procedure enforcement under the best practices established within the managed hosting LOB.

·   On-call unless a planned vacation or PTO time has been communicated with their assigned backup.

·   Log Incident for any unplanned network outage reported by the Monitor System.

·   Log incident for Maintenance Task and/or Configuration Change being performed in Customer Environment.

·   Work directly with Customer to resolve reported issues, log all relevant details in the Incident, update their team of any relevant Changes to the environment, resolve and close the Incident or Incidents associated with the issue.

·   Escalate issues that cannot be resolved by the Facilities Technicians to the appropriate contact after gathering required details from the Customer.

Deliverables:

·   Ensure SLA attainment with regard to uptime and availability of the physical infrastructure.

·   ITSM population of telco audits, port audits, DID lists and other proprietary data related to physical infrastructure.

·   Visios of rack layouts in the data center.

·   Monitor and close Incidents.

·   Any assigned documentation.

·   Timely submission of T&E reports.

Skills Necessary:

·   Implementation, configuration and management of physical servers, network devices, appliances, desktops, etc.

·   Familiarity with data center environments and data center management best practices.

·   Education: 2 year degree desirable but not necessary (equivalent additional job related experience ok) 

·   Years of Related Experience: 4 years minimum hands on technical experience in the skills described above

·   Demonstrable problem solving ability

Education:

2 year degree desirable but not necessary (equivalent additional job related experience ok)

Years of Related Experience:

4 years