Role- IT Site Operations Technician
Location- Santa Clara, CA
Owns the day-to-day physical health of office, lab, and network-room (IDF/MDF/NER) infrastructure at the assigned site. This is the hands-on, onsite execution layer of the service: incident response, Layer 1 diagnosis and repair, structured cabling moves/adds/changes, hardware installation, preventive maintenance, and asset accuracy. The role is deliberately distinct from desktop/end-user support. The scope is facility and network infrastructure, not user devices.
Seniority Band | Mid-level Technician / L2 |
Experience | 4 7 years in IT infrastructure, structured cabling, or data center/network room operations |
Location | Santa Clara, CA |
Coverage Model | Business hours (8x5) with on-call rotation; extended coverage for planned power shutdown events |
Onsite Requirement | 100% onsite; physically present in network rooms and labs daily |
Certification | BICSI Technician or Installer 2 preferred; RCDD not required |
KEY RESPONSIBILITIES
Network room and facility operations
- Provide day-to-day support for IDF/MDF/NER network rooms, ensuring hardware, power, and cooling systems are functioning correctly.
- Conduct preventive maintenance and scheduled inspections of network room equipment, cable plant, and environmental systems to minimise unplanned downtime.
- Perform regular audits of network rooms and lab spaces: identify undocumented changes, remediate cable management, remove abandoned cable, and reconcile asset records.
- Monitor and report on rack-level and room-level power utilisation; escalate thermal or capacity exceptions.
Layer 1 troubleshooting and break/fix
- Diagnose and resolve physical-layer network faults, including cable faults, connector integrity, patch panel verification, port negotiation failures, transceiver compatibility, and signal degradation across copper and fibre media.
- Perform fibre optic testing and certification using OTDR and optical light meters; produce and file test results.
- Troubleshoot and maintain server and storage hardware (Dell, HPE, Lenovo, SuperMicro) component replacement, firmware/BIOS-level triage, RMA coordination.
- Respond to monitoring alerts, escalations, and incidents within agreed SLA targets; drive incidents to closure with clear resolution notes.
Installation and smart hands
- Rack, stack, cable, and de-install network, compute, and storage equipment with appropriate lifting assistance.
- Install, configure, and connect smart PDUs and UPS units; validate redundant feeds and correct circuit loading.
- Execute structured cabling moves, adds, and changes to specification; terminate and dress copper and fibre.
- Support lab infrastructure requests and provide remote-hands assistance to Network, AV, and End User Support teams.
Documentation and change control
- Maintain accurate network room and asset records in Netbox/Nautobot via UI updates and bulk import.
- Update port, patch, and circuit documentation as part of every change documentation is a completion criterion, not an afterthought.
- Log all work in ServiceNow and Jira with accurate time, category, and resolution coding to support reporting and trend analysis.
- Support regional power shutdown events: pre-shutdown checks, controlled shutdown/restart sequencing, and post-event validation.
REQUIRED SKILLS AND QUALIFICATIONS
- Associate degree or technical diploma in IT, electronics, or a related field, or equivalent hands-on experience.
- 4+ years supporting physical network, server, or structured cabling infrastructure in an enterprise, lab, or data-centre environment.
- Demonstrated Layer 1 troubleshooting capability across copper and fibre, including test-equipment proficiency (OTDR, optical power meter, cable certifier).
- Working knowledge of network fundamentals TCP/IP, DNS, DHCP, VLANs, switch port configuration concepts sufficient to isolate physical vs. logical faults.
- Practical understanding of rack power distribution, PDU/UPS operation, circuit capacity, and network room cooling principles.
- Experience with ticketing systems (ServiceNow, Jira) and asset/DCIM tooling (Netbox, Nautobot, or equivalent).
- Physically able to lift and install rack-mounted equipment with assistance, work in confined network room spaces, and use ladders and lifts safely.
- Clear written and verbal English; able to produce concise incident notes and site reports.
PREFERRED
- BICSI Installer 2 / Technician certification, or comparable vendor cabling certification (Panduit, CommScope, Corning).
- Experience in a hyperscale, semiconductor, or large-scale technology campus environment.
- Familiarity with monitoring and provisioning tooling (MAAS, environmental monitoring platforms).
- Basic scripting or SQL for bulk asset updates and reporting.
SERVICE MEASURES
- Incident response and resolution within agreed SLA thresholds.
- Preventive maintenance schedule completed on plan.
- Asset and port documentation accuracy verified at audit.
- Zero unplanned outages attributable to cabling or power work performed by the team.
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