Responsibilities

• Receives guidance and supervision to develop an understanding of standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and/or decommissioning equipment; develops and acquires a fundamental understanding of the functions of, and interactions between network and server equipment.
• Demonstrates awareness that changes to their area impact the work of others; asks questions when they do not have required information and may provide feedback on changes to processes to management.
• Complies with Data Center Services (DCS) business unit and service-level policies, procedures, and deadlines with guidance from other technicians; escalates resolution of compliance issues to technician leads.
• Completes assigned tickets efficiently and in alignment with Key Performance Indicators (KPIs) per task type while meeting established Service Level Agreements (SLAs), with guidance from other technicians; appropriately escalates tickets to more experienced technicians.

• Prepares, stages, sets up, and performs basic startups and shutdowns for hardware (e.g., racks, hard drives, switches) according to specifically written instructions provided via checklists, guides, standard protocols, emails, guidance from other technicians, and/or direction from management; escalates resolution of challenging or complex tasks to others as needed to meet Service Level Agreements (SLAs) and may perform tasks in tandem with other technicians to comply with procedures and safety protocols.
• Performs basic diagnostics and troubleshooting with guidance from experienced technicians and by following standard procedures to identify the cause(s) of issues and replace faulty components with minimal customer and business disruption; escalates troubleshooting complex issues appropriately.
• Follows procedures to communicate, report, and escalate incidents to appropriate Microsoft data center operations management units and Technician Leads.
• Decommissions hardware for simple changes and refreshes (e.g., memory upgrades, OS rebuilds) following standard procedures seeks clarification and guidance from more experienced technicians as needed; escalates complex decommissioning work and discrepancies in projects or tickets to senior or lead technicians when appropriate; processes data-bearing devices for destruction or confirms any data contained have been eradicated.

• Contributes to issue tracking through escalations by asking questions and seeking guidance on timely resolution of issues from more experienced technicians.
• Develops an understanding of cross-functional processes to support partnerships with internal and external stakeholders.
• Completes required training aligned to the role and workload; observes more experienced technicians to gain hands-on experience and relevant on-the-job training (OJT); may complete additional training to obtain or maintain relevant role certifications.

• Participates in daily safety briefings, completes required safety training, complies with safety procedures (e.g., equipment use, lifting, electrical hazards, ladder/rolling stair use), completes required Task Hazard Analysis (THAs), and uses appropriate tools and Personal Protective Equipment (PPE) for assigned tasks; adheres to and promotes a culture of safety, takes action and alerts others to safety concerns and/or incidents; participates in Get Out And Look (GOAL) safety observations.
• Complies with security and data management procedures and policies with guidance from other technicians, and completes required security training; may escort third party vendors or IT support on-premises at data centers or network sites; appropriately takes action and alerts others to security concerns and/or incidents.
• Contributes to a positive and effective team environment by sharing information with others, contributing in regular team meetings, asking questions and staying apprised of the status of others' work, and partnering with other technicians to complete and/or hand off tickets as needed; responds to feedback received on ways to work more effectively within their team and adopts best practices shared within and across technician teams.

• Has pride and a sense of accountability for the service quality, completeness, and resulting user experience; displays accountability and ownership of the data center facilities.
• Maintains a strong client focus to understand the impact of their work when completing tickets and assigned tasks.

• Embody our culture and values

Qualifications

• High school diploma, GED, or equivalent and basic knowledge of computer hardware and components.

• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
• Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.