Tasks
- Install, de-install, rack, configure, and maintain network devices, servers, and associated hardware.
- Perform cable management and install KVM systems, in-rack Power Distribution Units (PDUs), and network interface cards.
- Upgrade and replace server components, including memory, hard drives, CPUs, and network interface cards.
- Monitor and maintain servers, system interfaces, communication utilities, and peripherals within the data center.
- Verify network and device connectivity, troubleshoot connection issues, and restore services as needed.
- Provide technical support to network owners, users, and other authorized personnel.
- Monitor and support the IBM Z10 mainframe environment and associated peripherals.
- Perform and support mainframe operations involving IPL, TSO, MVS, JES2, and CA-7.
- Support IBM 4000, IBM 6500, and Canon VS 4400 systems and related equipment.
- Diagnose and resolve hardware, software, operating system, workstation, and peripheral device issues.
- Install, image, configure, upgrade, repair, and maintain desktops, laptops, printers, scanners, monitors, keyboards, mice, and other authorized equipment.
- Troubleshoot application, device communication, network connectivity, and workstation performance issues through onsite, telephone, or remote support.
- Manage hardware and software deployments, including equipment additions, changes, relocations, installations, and upgrades.
- Maintain accurate asset inventories and track hardware assigned to individual users.
- Document incidents, service requests, troubleshooting steps, and resolution activities in the ServiceNow ticketing system.
- Escalate unresolved technical issues to appropriate Tier 2, Tier 3, or vendor support teams.
- Perform preventive and corrective maintenance and coordinate warranty repairs, defective equipment returns, and replacement parts.
- Facilitate data and application restoration and recovery in coordination with relevant support teams.
- Back up daily and monthly tapes and prepare them for offsite storage.
- Coordinate equipment shipping, receiving, inventory control, and disposition.
- Maintain accurate technical documentation, service records, and inventory logs in accordance with established policies and procedures.
- Provide basic guidance to end users on the operation of hardware, software, and peripheral devices.
- Follow established operational procedures, security requirements, attendance policies, and timekeeping standards.
- Perform other related duties as assigned and maintain flexibility to work varying shifts, including weekends, in a 24/7 onsite data center environment.
Mandatory Requirements
- Five (5) years of progressively responsible experience in data processing, computer systems, applications, IT support, or a related technical field.
- A bachelor's degree from an accredited college or university in Computer Science, Systems Engineering, Applied Mathematics, Business Administration, Economics/Statistics, Telecommunications, Data Communications, or a related field, or a satisfactory equivalent combination of education, training, and experience.
- Demonstrated experience installing, maintaining, troubleshooting, and upgrading computer hardware, servers, network devices, and peripheral equipment.
- Experience providing technical support for hardware, software, operating systems, network connectivity, and end-user computing environments.
- Ability to maintain accurate hardware and software inventories and document incidents, service requests, and resolutions in a ticketing system.
- Ability to diagnose technical issues, determine appropriate resolution strategies, and escalate complex issues when necessary.
- Strong organizational, documentation, time management, and problem-solving skills.
- Ability to work independently and collaboratively in a team-oriented environment while maintaining professionalism under pressure.
- Availability to work 100% onsite at the CyrusOne Data Center in Norwalk, Connecticut, with flexibility to accommodate varying shifts, including weekends, in a 24/7 operational environment.
Desired Qualifications
- Familiarity with a large-scale IBM Z10 mainframe environment.
- Knowledge of IPL, TSO, MVS, JES2, and CA-7.
- Experience with IBM 4000, IBM 6500, and Canon VS 4400 systems.
- Experience with server installation, racking, component upgrades, cable management, KVM systems, and in-rack PDUs.
- Familiarity with ServiceNow or other IT service management and ticketing systems.
- Experience with asset management, inventory control, and daily or monthly tape backup procedures for offsite storage.
- Knowledge of Microsoft Windows operating systems and Microsoft Office applications.
- Background in telecommunications, network services, or data communications.
- Experience working with vendor support teams, warranty services, and hardware maintenance processes.
- For operations specialty assignments, five (5) years of supervisory experience.
Spruce Technology, Inc. is a mid-size, award-winning (Inc 5000, SmartCEO, Entrepreneur of the Year) technology services firm with a steadily growing portfolio of commercial and government clients. Spruce provides innovative technology solutions, specialized IT staff, and IT strategy consulting nationwide. Spruce maintains partnerships with major technology vendors and continually develops leading-edge offerings in service areas such as digital experience, data services, application development, infrastructure, cyber security, and IT staffing.
Spruce Technology, Inc. is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Consistent with the Americans with Disabilities Act, it is the policy of Spruce Technology, Inc. to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process.
