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TierPoint, LLC Operations Technician I in St. Louis, Missouri

The Operations Technician I require basic technical skills and capabilities. The ability to organize technical tasks, as well as the ability to develop a detail oriented technical problem solving approach. This position requires someone who can identify issues independently and resolve issues with little to no supervision. A strong customer service background and experience dealing with customers is a must. General assignments will include, but are not limited to: entry-level technical tasks, cabinet prep, stock handling, racking servers, cable pulling and termination, cleaning, working around HVAC and electrical equipment and organizational tasks.

  • Provides quality internal and external customer service surrounding the Company values.

  • Assemble/build hardware to meet client/service order specifications.

  • Test in-stock hardware to determine functional status.

  • Run diagnostic suites on Dell, Sun and HP servers.

  • Build servers using approved OS images via Ghost, Kick-start, or Windows Deployment Services.

  • Assist in the installation, racking, and cabling of equipment.

  • Run, terminate, and test cables.

  • Demonstrate proficiency with operations applications: e-mail, IRC, MS Office, etc.

  • Equipment monitoring.

  • General understanding of TCP/IP principles.

  • User level experience with at least one server Operating System.

  • Provide remote hands and eyes support for customer issues/concerns.

  • Hardware setup and troubleshooting skills.

  • Ability to inspect and troubleshoot issues in and around electrical, mechanical and life safety equipment.

  • Ability to react to alarms and escalate all issues.

  • Perform regular facility security and operational walk-throughs for issue identification, reporting and documentation.

  • Be available to work shifts as needed and asked.

  • Others as assigned.

Organizational Skills

  • Maintain organization within the build room and stock area.

  • Maintain cleanliness of data center and office spaces.

  • Track, organize, and inventory spares.

Customer Skills

  • Performs 1st level customer service.

  • Maintain a presentable appearance.

  • Maintain professional communications and attitude with clients and co-workers.

  • Document all client requests and conversations via electronic ticketing system.

  • Ticket creation, adherence to customer sign-in and authentication procedures.

  • 1st level monitoring and reporting of data center services.

  • Conduct customer follow up to ensure customer support requests have been completed to the customer’s satisfaction.

  • Close completed tickets from the ticketing system.

Communication Skills

  • Verbal and written communication with Operations staff and other internal and external customers.

  • Maintain stock level and other inventory reports.

  • Provide written shift reports.

  • Associates degree, or equivalent experience and two years working experience in a customer service/help desk environment and IT-related certifications; or bachelor’s degree.

  • General knowledge of TCP/IP.

  • Previous cabling experience (Copper/Coax/Fiber preferred.)

  • Must be able to work around electrical and mechanical equipment to take readings.

  • Must demonstrate personal motivation and enthusiasm.

  • Values continuous learning and self-improvement.

  • Previous customer interaction experience.

  • Must possess problem solving abilities for complex problems.

  • A detailed base of technical knowledge regarding mainframe and PC hardware, operating systems, networks and communications protocols desired.

  • Ability to make decisions with strong processing skills.

  • Strong written and verbal communication skills; must communicate effectively and in a professional manner.

  • Able to handle multiple tasks, manage priorities, and remain professional at all times.

  • Able to identify and resolve issues effectively.

  • Must have the ability to distinguish low impact from high impact problems with little direction.

  • Able to understand complex solutions and relay effectively to customers.

  • Must have a high degree of accuracy and attention to detail.

  • Intermediate PC/Internet literacy.

  • Previous experience with a ticketing system.

  • Must possess strong interpersonal techniques, is positive, pleasant, respectful and customer focused.

  • Must have courteous and efficient telephone manner.

  • Must be available to work all shifts.

  • Adequate professional experience and knowledge to perform Job Responsibilities.

  • Excellent verbal, written, and interpersonal skills.

  • Ability to prioritize and organize effectively.

  • Ability to work on multiple projects simultaneously.

  • Ability to work both independently and with others.

  • Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines.

  • Proficiency in using MS Office suite and Windows-based computer applications.

Preferred Experience

  • Prior 1-3 years’ experience particularly in the data center industry

Working Conditions

  • Office environment

ID: 2021-1596

Department: 100 - Operations: COGS

External Company Name: Tierpoint

External Company URL: https://www.tierpoint.com/

Street: 1111 Olive St