Microsoft Data Center Technician

Description:

As a Microsoft Data Center Technician (DCT), you will develop an understanding of standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and/or decommissioning equipment under the guidance of more experienced Data Center colleagues.  This opportunity will allow you to develop an understanding of our Data Center environment, familiarize yourself with security and data management procedures, and accelerate your career growth in the process.

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 of all employees and offers training 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

Reviews Process Change Notifications (PCNs) and develops an understanding of the impact to work execution and awareness to changes within their area of work and/or the work of others. Asks questions when they do not have required information and may provide feedback on changes to processes to experienced technicians and/or direct-line management. 
Completes assigned tickets efficiently and in alignment with relevant Key Performance Indicators (KPIs) per task type with guidance from experienced technicians. Seeks guidance from more experienced technicians on challenging or complex tickets. 
Complies with Data Center business unit policies, procedures, and deadlines with guidance from experienced technicians and/or direct-line management. Escalates issues related to compliance or operational assurance activities to direct-line management. 
Receives guidance and supervision to develop an understanding of standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and/or decommissioning IT datacenter technology(ies) and equipment. Develops and acquires a fundamental understanding of the functions of, and interactions between cabling infrastructure, network, server, and storage equipment. 

Datacenter Work Environment

Participates in daily safety briefings. Completes required Environmental & Health Safety (EHS) 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 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 other technicians. May escort third party vendors or IT support on-premises at data centers or network sites. Appropriately takes action and reports physical security access concerns and/or incidents to direct-line management or via established reporting methods. 
Contributes to a positive and effective team environment by sharing information with other shifts or technician teams, contributing in regular team meetings, asking questions, and partnering with other shifts of technician teams to complete smooth transition and effective handover of ticketed work. Encourages providing and responding to feedback received on ways to work more effectively or enhance efficiency within their team and adopts best practices shared within-and-across shifts or technician teams 
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

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 an understanding of cross-functional Data Center processes to support partnerships with internal and external stakeholders. 
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). Observes more experienced technicians to gain hands-on experience and relevant on-the-job training (OJT). May complete additional or supplemental training to obtain or maintain relevant industry or technical certifications.