Data Center Technician 2

DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. DataBank's managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve technology performance, and allow focus on core business objectives. DataBank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX.

DataBank is proud to be an Equal Opportunity Employer. Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.

Position Summary

The Data Center Technician II is responsible for supporting the day-to-day operations of the data center through technical execution, customer support, incident response, and facility oversight. This role provides hands-on support for customer requests, remote hands services, circuit installations, monitoring of business-critical systems, physical security activities, and compliance with operational standards.

The ideal candidate demonstrates strong customer service, sound judgment, technical aptitude, and the ability to manage work from intake through resolution with limited supervision.

Essential Duties and Responsibilities

• Provide professional, responsive customer service via phone, email, face-to-face interaction, and internal case management systems.
• Create and maintain effective customer relationships, with customer satisfaction as a primary goal.
• Handle trouble tickets, alarms, and remote hands requests from initiation through resolution, ensuring timely communication and accurate documentation.
• Triage and prioritize tickets, alarms, and communications based on urgency and business impact.
• Monitor business-critical systems, including BMS, security cameras, and access control systems, and escalate issues as needed.
• Perform initial investigation, troubleshooting, and data validation before escalating to on-call staff, engineering, or partner teams.
• Install, test, document, and close out customer orders, including servers, hardware, software support, and circuit installations.
• Install and manage Cat5/6, and fiber cabling in accordance with DataBank cabling standards.
• Perform basic hardware troubleshooting and component replacement, including drives, memory, and other field-replaceable parts.
• Conduct physical security walkthroughs and administer sign-in procedures for customers, visitors, vendors, and third parties.
• Escort approved visitors to designated work areas while enforcing established security policies and procedures.
• Maintain accurate chain-of-custody logs for incoming and outgoing customer packages.
• Assist with customer audits, equipment readings, compliance support, and vendor maintenance activities.
• Maintain accurate inventory of tools, test equipment, and devices.
• Record labor and time accurately for customer installs, remote hands, outages, expansions, and capital work; submit timesheets on time.
• Maintain facility cleanliness and "tour readiness" at all times.
• Assist with customer, vendor, and auditor tours as needed.
• Perform other duties as assigned.
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Required Qualifications

• High school diploma or equivalent required.
• Associate degree or coursework in a related field preferred.
• 2-4 years of relevant experience or demonstrated ability to perform the responsibilities of the role.
• Previous NOC, SOC, IOC, or data center experience preferred.
• Strong written and verbal communication skills.
• Demonstrated reliability, professionalism, and ability to work with limited supervision.
• Ability to assess situations, troubleshoot issues, and escalate appropriately in accordance with internal procedures.
• Working knowledge of Windows desktop and server operating systems.
• Ability to install and neatly manage Cat5/6, fiber, and related network cabling.
• Reliable transportation required.
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Preferred Qualifications

• Experience with basic hardware troubleshooting, including replacement of hard drives, memory, and motherboards.
• Basic knowledge of switches, firewalls, and managed storage environments.
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Core Competencies

• Customer service and relationship management
• Technical troubleshooting and data validation
• Incident triage and escalation
• Verbal and written communication
• Operational awareness and sound judgment
• Attention to detail and documentation accuracy
• Teamwork and cross-functional collaboration
• Initiative and continuous learning
• Security, compliance, and policy adherence
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Physical Requirements

• Ability to lift at least 50 pounds.
• Ability to stand, walk, bend, reach, and perform hands-on tasks for extended periods.
• Ability to work safely in a live data center environment.

Benefits

• Health, Dental, Vision packages
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• 401k with company match
• Paid Time Off and Holidays