Data Center Technician 3

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 III supports the daily operations of the data center through advanced technical execution, customer support, incident response, vendor coordination, and facility oversight. This role is responsible for handling customer requests, remote hands services, circuit installations, monitoring critical systems, supporting physical security procedures, and maintaining compliance with operational standards.

As a senior member of the Operations Team, the Data Center Technician III is expected to work with limited supervision, serve as a local point of escalation, assist with training and procedural guidance, and act as an on-site resource for customers, vendors, and internal teams.

Essential Duties and Responsibilities

• Provide professional, proactive customer support via phone, email, face-to-face interaction, and internal ticketing systems.
• Manage trouble tickets, service requests, alarms, and remote hands tasks from initiation through resolution.
• Ensure timely completion of customer installs, capacity checks, testing, and closeout activities.
• Monitor, troubleshoot, and escalate issues involving DataBank infrastructure, including BMS, security systems, cameras, and access control.
• Install, test, and document Cat5/6, and fiber cabling in accordance with DataBank standards.
• Perform foundational hardware troubleshooting and support for customer equipment.
• Conduct physical security walkthroughs, manage access procedures, and escort approved visitors, vendors, and customers.
• Supervise vendor maintenance activities and support outage management, change management, compliance, and cost-efficiency initiatives.
• Record monthly customer metered power readings and support power monitoring and reporting.
• Maintain accurate chain-of-custody logs, inventory records, labor tracking, and timesheets.
• Serve as the first point of escalation for local technicians, providing training support and answering process-related questions.
• Support customer and auditor tours as needed.
• Maintain facility cleanliness and "tour readiness" at all times.
• Perform other duties as assigned.

Required Qualifications

• High school diploma or equivalent required.
• Associate degree or coursework in a related field preferred.
• 3-5 years of relevant experience, or demonstrated ability to perform the responsibilities of the role.
• Previous NOC, SOC or data center experience preferred.
• Strong written and verbal communication skills.
• Ability to work independently, assess situations, troubleshoot issues, and escalate appropriately.
• Working knowledge of Windows desktop and server operating systems.
• Ability to install and neatly manage Cat5/6, fiber, and related network cabling.
• Ability to lift at least 50 pounds.
• Reliable transportation required.

Preferred Qualifications

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

Core Competencies

• Advanced customer service and relationship management
• Technical troubleshooting and issue resolution
• Incident triage and escalation
• Operational awareness and sound judgment
• Project coordination and on-site support
• Team collaboration and mentoring
• Communication and documentation
• Security, compliance, and policy adherence
• Initiative and continuous learning

Benefits

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