Senior Data Center Technician

As a Microsoft Senior Data Center Technician (DCT), you will demonstrate expertise in standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and/or decommissioning equipment, as well as a holistic understanding of the functions of, and interactions between, network and server equipment. You will provide input for suggested modifications to these processes and procedures as needed to improve service quality and efficiency while providing guidance to other technicians.

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 training and events, and professional certifications.

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.

**Responsibilities**:
**Product/Process Improvement**:

- Demonstrates expertise in and participates in providing guidance on standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and/or decommissioning IT datacenter technology(ies) and equipment. Maintains expertise with the functions of, and participates in providing guidance on the interactions between cabling infrastructure, network, server, and storage equipment.
- Provides guidance to other technicians on changes to processes and procedures. Reviews Process Change Notifications (PCNs) and proactively shares relevant information to enable efficient workflow and evaluate impact on work execution to and identify and mitigate impact changes to their area of work will have on others. Asks questions when they do not have required information, resolves others' questions in a timely manner, and may provide feedback on changes to processes to direct-line management.
- 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.
- Completes assigned tickets efficiently and in alignment with relevant Key Performance Indicators (KPIs) per task type independently. Provides guidance and/or assists less experienced technicians with complex tickets or tasks, and appropriately escalates challenging or complex tickets to internal business partners as needed. May coordinate and assign tasks to other technicians on temporary basis, (i.e. in absence of direct-line manager availability and/or ticket assignment automation,) providing direction as needed, to ensure work is appropriately allocated to meet Key Performance Indicators (KPIs) per task type.

**Readiness**:

- Performs discrete quality control activities and assessment of work, to compliance standards and process adherence, performed by other technicians. Regularly performs post-execution verification of grounding, staging, labeling, and cabling to align with all safety protocols, deployment standards, and planned Network Design Templates (NDTs). Identifies errors in deployment standards or Network Design Templates (NDTs) and escalates to relevant technicians, specialists, or internal business partners to coordinate corrections as needed.
- Applies advanced diagnostics and troubleshooting expertise and/or leverages standard procedures to quickly and efficiently identify the cause(s) of technical issues and replace faulty components in network, storage, or server equipment with zero-to-mínimal customer and/or business disruption. Maintains advanced awareness of conditions, circumstances, and scenarios which may reflect significant customer or business impact within the Data Center environment, and escalates observations of imminent incident risks or potential situations immediately to direct-line management.
- Follows procedures to immediately communicate, report, and escalate data center technical or safety related incidents to direct-line management. Participates in bridge calls to provide details on incident status and executes on-site follow-up actions as directed if necessary. May