Overview

As a Microsoft Senior Data Center Technician (DCT) (IT Support), you will demonstrate expertise in standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and/or decommissioning equipment, as well as a holistic understanding of the functions of, and interactions between, network and server equipment. You will provide input for suggested modifications to these processes and procedures as needed to improve service quality and efficiency while providing guidance to other technicians.

Microsoft’s Cloud Operations & Innovation (CO+I) is the engine that powers our cloud services. As a CO+I DCT, you will perform a key role in delivering the core infrastructure and foundational technologies for Microsoft's online services including Bing, Office 365, Xbox, OneDrive, and the Microsoft Azure platform. As a group, CO+I is focused on the personal and professional development for all employees and offers trainings and growth opportunities including Career Rotation Programs, Diversity & Inclusion trainings and events, and professional certifications.

Our infrastructure is comprised of a large global portfolio of more than 200 Data Centers in 32 countries and millions of servers. Our foundation is built upon and managed by a team of subject matter experts working to support services for more than 1 billion customers and 20 million businesses in over 90 countries worldwide.

With environmental sustainability and optimization at the forefront of our data center design and operations, we continue to grow and evolve as we meet the ever-changing business demands that hold Microsoft as a world-class cloud provider.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

In this environment, you may be asked to go on business travel to support other metros periodically, 0-25% of the time and have the ability to work 12-hour shifts, including shift assignments during non-standard business hours that may include evening, nighttime, weekends and/or holidays.

Responsibilities

Datacenter Operations

Demonstrates expertise in and participates in providing guidance on standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and/or decommissioning IT datacenter technology(ies) and equipment while proactively prioritizing security considerations. Maintains expertise with the functions of, and participates in providing guidance on the interactions between cabling infrastructure, network, server, and storage equipment.

Provides guidance to other technicians on changes to processes and procedures. Reviews Process Change Notifications (PCNs) and proactively shares relevant information to enable efficient workflow and evaluate impact on work execution to identify and mitigate impact changes to their area of work will have on others. Asks questions when they do not have required information, resolves others' questions in a timely manner, and may provide feedback on changes to processes to direct-line management. Coaches others on incorporating security requirements in feedback and process changes, ensuring compliance with industry standards and best practices.

Completes assigned tickets efficiently and in alignment with relevant Key Performance Indicators (KPIs) per task type independently. Provides guidance and/or assists less experienced technicians with complex tickets or tasks, and appropriately escalates challenging or complex tickets to internal business partners as needed. May coordinate and assign tasks to other technicians on temporary basis, (i.e. in absence of direct-line manager availability and/or ticket assignment automation) providing direction as needed, to ensure work is appropriately allocated to meet Key Performance Indicators (KPIs) per task type.

Complies with Data Center business unit policies, procedures, and deadlines with guidance from experienced technicians and/or direct-line management, maintaining audit readiness. Escalates issues related to compliance or operational assurance activities to direct-line management. Identifies potential vulnerabilities in operational security, escalates promptly, and implements best practices.

Datacenter Work Environment

Reinforces a positive and effective team environment by sharing information and best practices with other shifts/technician teams, assisting as needed in cross-discipline collaborations, staying apprised of the status of others' work to respond to questions regarding work-window adjustments, internal business partner inquires, and other team members, while partnering with other shifts of technician teams to complete smooth transition and effective handover of ticketed work. Provides, responds to, and encourages providing feedback regarding on ways to work more effectively or enhance efficiency within their team and adopts best practices shared within-and-across shifts or technician teams. Proactively shares security-related learnings, resources, and best practices across teams.

May conduct, assists in conducting, and/or participates in daily safety briefings. Completes required Environmental & Health Safety (EHS) training, provides other technicians with guidance to comply with safety procedures (e.g., equipment use, lifting, electrical hazards, ladder/rolling stair use), completes required Task Hazard Analysis (THAs), and uses appropriate equipment and Personal Protective Equipment (PPE) for assigned tasks. Adheres to and promotes a culture of safety, taking proactive action to alert others of safety concerns, near-misses, and/or incidents. Participates in the regular cadence of proactive safety observation reporting processes and systems

Completes required security and data management training while complying with security and data management procedures/policies with guidance from direct-line management. May escort third party vendors or IT support on-premises at data centers or network sites, enforcing adherence to security requirements for third-party access and operations. Appropriately takes action and reports physical security access concerns and/or incidents to direct-line management or via established reporting methods.

As indicated above, this role has a travel requirement of up to 25% which means you may be required to travel, from time to time, as part of this role.
As indicated above, have the ability to work 12-hour shifts, including shift assignments during non-standard business hours that may include evening, nighttime, weekends and/or holidays.

Managing Service

Completes required training aligned to job focus areas and workloads (i.e., Break fix, Deployment, Simple Change, Decommission, IT Critical Environment) in a timely manner per direct-line management assignment(s). Actively mentors and supports training of other technicians through on-the-job training (OJT) and by providing direct guidance on specific job focus areas and workloads (i.e., Break fix, Deployment, Simple Change, Decommission, IT Critical Environment). May complete additional or supplemental training to obtain or maintain relevant industry or technical certifications.

Maintains an awareness of Key Performance Indicators (KPIs) through reporting dashboards, systems, for personal monthly performance discussions as needed.

Escalates and/or seeks guidance from experienced technicians or direct-line management regarding client interactions.

Develops a comprehensive understanding of cross-functional Data Center processes to support partnerships with internal and external stakeholders.

Physical Requirements

Applies to but is not limited to US-based Data Center roles: Occasional climbing of ladders. Frequent climbing of stairs and/or ramps. Prolonged standing. Occasional lifting 50lbs / 22.5kg. Occasional push or pull 50-75 lbs / 22.5-34kg. with assistive device. Normal visual acuity (near, far and peripheral with correction), defined via standard medical terms and applicable criteria. Normal color vision for electrical work, defined via standard medical terms and applicable criteria.

Service Delivery

Provides guidance to less experienced technicians for, and develops/employs own effective execution order strategy(ies) for assigned tasks. Prepares, stages, sets up, and performs basic startups and shutdowns for hardware (e.g., racks, hard drives, switches) according to specific written instructions provided via checklists, guides, standard processes, emails, while providing guidance to less experienced technicians, with direction from management where applicable. May perform tasks in tandem with other technicians to comply with procedures and safety requirements. Ensures all tasks are executed and aligned with security principles, configurations, and controls.

Follows procedures to immediately communicate, report, and escalate data center technical, safety, or security related incidents to direct-line management. Participates in bridge calls to provide details on incident status and executes on-site follow-up actions as directed if necessary. May leverage learnings to contribute to the improvement of quality of service and support.

Applies advanced diagnostics and troubleshooting expertise and/or leverages standard procedures to quickly and efficiently identify the cause(s) of technical issues and replace faulty components in network, storage, or server equipment with zero-to-minimal customer and/or business disruption. Maintains advanced awareness of conditions, circumstances, and scenarios which may reflect significant customer or business impact within the Data Center environment, and escalates observations of imminent incident risks or potential situations immediately to direct-line management.

Performs discrete quality control activities and assessment of work, to compliance standards and process adherence, performed by other technicians. Regularly performs post-execution verification of grounding, staging, labeling, and cabling to align with all safety protocols, deployment standards, and planned Network Design Templates (NDTs). Identifies errors in deployment standards or Network Design Templates (NDTs) and escalates to relevant technicians, specialists, or internal business partners to coordinate corrections as needed.

Directly performs decommissions, simple changes (e.g., memory upgrades, OS rebuilds) complex changes (e.g. upgrading entire racks) and refreshes of infrastructure cabling, network, storage, and server equipment, following standard procedures with minimal-to-no guidance. Processes and verifies compliance with standards and procedure for data-bearing devices (DBDs) destruction and/or confirms any-and-all such devices (e.g. hard-drives, solid-state drives, flash cards, etc.) contained within network, storage, or server equipment has been identified for eradication or destruction. May engage as needed to execute work as defined by organizational standards and project timelines as communicated, with guidance from direct-line management and appropriate notification to stakeholders. Ensures end-to-end management of DBDs in accordance with security protocols and regulations.

Working Conditions

Applies to but is not limited to US-based Data Center roles: Working for extended periods under elevated levels of ambient noise, heat, and light due to necessary equipment and ventilation systems.

Qualifications

Required/minimum qualifications

High school diploma, GED, or equivalent and basic knowledge of computer hardware and components AND 2+ years experience supporting IT equipment or related technology OR equivalent experience.

Additional or preferred qualifications

Associate's degree in Computer Science or related field and/or equivalent work experience AND 5+ years experience supporting IT equipment or related technology OR equivalent experience.
2+ years experience working in a production, mission-critical 24x7x365 datacenter environment.
Applicable certifications: ASICS/Inventory Control, CompTIA (A+, Server+, Network+), Basic Structure Cabling (BSC), Data Center Foundation Certification (DCFC), Microsoft Certified Professional (MCP), Vendor-Specific Network Certifications.

Data Center Technicians ATR-D - The typical base pay range for this role across the U.S. is USD $33.46 - $55.67 per hour. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $44.23 - $62.21 per hour.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Senior Data Center Technician (IT Support)