Date Posted: 11/21/2024
Hiring Organization: Rose International
Position Number: 474722
Job Title: Field Technical Support Rep
Job Location: Tulsa, OK, USA, 74117
Work Model: Onsite
Employment Type: Temporary
Estimated Duration (In months): 6
Min Hourly Rate($): 27.00
Max Hourly Rate($): 29.40
Must Have Skills/Attributes: Data Center, Network Support, SharePoint, Technical Support
Job Description
• Escorting of vendors and customers
• Perform escorting of CLIENT Technology and non-CLIENT Technology personnel, vendors, and customers within all secured spaces and data center white spaces per CLIENT Technology security policies.
• Provide technical oversight of activities performed during escorting activities to ensure that all technical components are performed in accordance with the approved Change or Incident record.
• Communication
• Interface with requestors via phone calls, instant messaging, email, and other CLIENT interface tools.
• Join and participate in technical change reviews and incident troubleshooting calls as well as web sessions between CLIENT delivery teams and CLIENT customers.
• Communicate in English both written and verbal
• Provide escalation and ongoing communication to CLIENT Leadership and Site Leads per the notification path provided by CLIENT for incidents and outages causing significant impact to CLIENT, CLIENT’s customers, or the data center.
• Provide escalation and ongoing communication to CLIENT Leadership and Site Leads per the notification path provided by CLIENT for any failed or missed changes, and/or incidents that are a result of actions taken or lack of actions taken by the supplier personnel.
• Site Access
• Review data center access requests to ensure compliance with CLIENT Technology processes
• Review, approve, and execute site access requests according to CLIENT Technology processes and procedures
• Interface with supplementary service providers, Vendors, and Telco providers
• Perform visitor vetting processes in accordance with CLIENT Security policies.
• Documentation and Reporting
• Create and maintain documentation related to site-specific activities performed including processes and procedures.
• Provide Ad Hoc reporting as needed
• Support current and future projects related to new tools, processes, and procedures implemented by CLIENT Technology.
• Maintain a daily turnover log of all interactions and work completed.
• Track all work being always performed in the secured spaces.
• Basic data center planning
• Support CLIENT Technology Data Center IT equipment installation and removal planning activities.
• Participate in the planning of data center space and layout for new device installations, removals, and cabling infrastructure builds
• Complete and return to Hardware Planning Site Inspection forms as requested for equipment assignments and removals.
• Support CLIENT Technology’s Service Management process and procedures including performing activities in the designated CLIENT Technology tools and ticketing systems.
• Prior to approving and performing any planned change work, ensure that pre-validation and inspections are performed to ensure the work can be completed successfully.
• After completing work and prior to notifying the requestor/closing the ticket, perform post-validation of all planned change work to ensure that work was completed in accordance with the request and CLIENT Technology Site standards.
• Provide a completed root cause analysis report with remediation actions for incidents resulting from a failed task or preventable event in accordance with CLIENT standards and service level targets of this SOW.
• Perform ITIL-level activities related to Incidents, Problems, and Change
• Review requests in CLIENT Technology tools and ticketing systems
• Contribute to the creation of tickets and content in CLIENT Technology Tools and ticketing systems
• Attend CLIENT Technology planning meetings to prepare for planned activity windows
• Approve requests in CLIENT Technology tools and ticketing systems
• Record activities performed in CLIENT Technology tools and ticketing systems
• Mark requests complete in CLIENT Technology tools and ticketing systems
• Perform problem and root-cause activities related to facilities incidents
• Perform physical inspection and collection of information related to IT equipment within the data center white spaces, storage rooms, loading docks, and other locations onsite in the facilities as documented within this SOW.
• Affix CLIENT Technology provided barcodes and other tags to all devices and items located within the data center.
• Perform scheduled periodic/random scans and inventory of equipment per supplied lists from the CLIENT Technology inventory tool.
• Ensure every device, item, and storage item is physically validated and verified every 12 months.
• Collect information related to all equipment onsite for entry into the CLIENT Technology database, including but not limited to the Device manufacturer, make, model, client, serial number, device name, floor location, power information, power strips, RU location, cable information, billing codes, etc.
• Enter information related to devices, materials, and cables into the CLIENT Technology database, in accordance with CLIENT standards.
• Ensure accuracy of all data collected, entered, and stored within CLIENT Technology provided tools.
• Complete monthly audits as initiated by the tool and mark updates within the tool.
• Support and participate in CLIENT SOXA and Asset Inventory
• Perform physical validation of CLIENT Technology and Client assets onsite at the data center when requested.
• Execute queries and provide inventory extracts from CLIENT Technology tools when requested.
• Shipping/Receiving and Loading Dock
• Perform shipping/receiving functions including, but not limited to: receipt and shipping at a facility loading dock or other facility entrance, packing/unpacking of materials, and movement of materials and equipment to/from the data floor or storage location.
• Track and enter data related to all packages and shipments received and shipped from the facility in the CLIENT Technology designated tools.
• Notify requestors of deliveries and provide scanned copies of documents as requested.
• Store/file physical Bill of Lading, Bill of Materials, Property Removal Forms, and other physical evidence of shipping and receiving activities in accordance with CLIENT Standards.
• Perform an annual inventory of all packages stored onsite and complete true up to receiving tracking database.
• Perform shipping functions including, but not limited to: inventorying, scheduling, packaging, forms completion, notification, tracking, and other coordination of all IT equipment that leaves the CLIENT data center property.
• Ensure that all items removed from the physical location have the proper authorization and have a completed Property Removal Form.
• Maintain the storage spaces in an orderly fashion with all materials being tracked in accordance with CLIENT standard processes.
• Work with the CLIENT Data Center Manager to execute returns of packages stored onsite long-term outside of CLIENT standards.
• Process RMAs as requested by CLIENT, Vendors, and Customers.
• Perform reporting as requested.
• Media Administration Services
• Shipping/Receiving of media and peripherals
• Inventorying, Tracking, and Labeling of media and media-related equipment
• Initializing of media and media-related equipment
• Track onsite spares/scratch levels and report low volumes
• Recording of all media movements, shipping activities, destructions, and offsite vaulting activities within CLIENT-provided tools.
• Enforcement of all CLIENT-documented policies and processes related to Media Management.
• Perform all activities to prepare and package media for offsite vaulting
• Perform all activities to receive media from offsite vaulting and perform appropriate filing
• Execute commands on system consoles to perform standard daily tasks (mount, unmount, silo eject, etc.)
Other Skills
• Strong organizational and communication skills (written and verbal).
• Proficient in Excel, PowerPoint, Exchange, SharePoint, Teams, Visio, and Microsoft
• Analysis, problem-solving, organizational, team building, conflict management
• Ability to lift 50 pounds
• Ability to work in rotational shifts including day/nights including weekends and holidays as required
• Ability to stand for extended durations
• Ability to utilize a pallet jack/forklift
• Familiarity with IT equipment including servers, network switches, storage, and cabinets
• Solid working knowledge of data center environments and infrastructure, network and telecommunications protocols and platforms, and disaster recovery
- **Only those lawfully authorized to work in the designated country associated with the position will be considered.**
- **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**
Benefits:
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.
California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.
Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.
If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.
Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).
Thanks for the opportunity. If in the future I ever need a job, I would like to work for Rose International.
David, Consultant
Each time I contacted Rose, I was completely satisfied with the great attention and customer service I received. Each person was extremely knowledgeable and patient with my concerns or questions.
Diana, Consultant
I am very happy with the Rose International, and the professionalism of the employees.
Robin, Consultant
Your team at Rose International is always very helpful and responsive.
Barbara, Consultant
Rose is an assembly of people grounded in honesty, truth and dignity for all of its employees and contractors.
Samba, Consultant
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