Data Centre Technician

At Rogers, the entrepreneurial spirit is part of our DNA. Our Rogers Business teams help foster and grow the Canadian economy by supporting businesses of all sizes. From small to large-scale enterprises, our teams help deliver innovative technology, network services, and a suite of solutions to help them succeed. We offer Canada’s largest and most reliable 5G network for our customers and are proud leaders in wireless private networking and IoT! We continuously expand and evolve our networks, invest in new technology capabilities, and invest in our people to serve our business customers and their communities.

 
Come play a key role in driving the future of business innovation in Canada. We are looking for team members with a passion for delivering industry-leading value to customers and supporting businesses in the communities where we live and work.

    
Are you up for the challenge? If so, consider the following opportunity:

The Data Centre Technician (DCT) is the initial point of client contact and is responsible for ensuring the data centre is maintained in a professional and secure manner.

Providing 7x24 support, the DCT is expected to deliver the highest level of customer service by adhering to internal policies and procedures. The DCT is the local primary point of contact for the local data centre, monitoring of the data centre facility, and is the coordinator of client escalations.

During client escalations within their local data centre, the DCTs will be the primary point of contact to identify and feed information to the local operational teams, as well as the Operations Centre (NOC).

Essential Duties, Responsibilities and Accountabilities:

The position includes, but is not limited to, the following (other duties may be assigned):

• Receive and prioritize requests related to ticketing system
• Assist the Data Center Coordinator, Facilities Manager and Data Centre Management Services (DCMS) teams in MACD’s (Moves, Adds, Changes, and Deletions)
• Monitor local security feeds and access control logs
• Issue security badges in compliance with local access control procedures
• Follow policies and procedures related to escalations, ticketing, and change management
• Identify and report to the Data Centre Manager any situations or client concerns that would improve quality or mitigate risk
• Create, update, and document existing Standard Operating Procedures (SOP), as required
• Provide notifications and updates to internal operational teams and/or clients
• Participate in special projects as required
• Ensure the ongoing flawless operation of the data centres to provide clients with world class service and support
• Execute the transformational vision of Rogers
• Perform other duties as requested by the Data Centre Manager

Role Breakdown

Security

• Ensure the property, both internally and externally, is safe and secure
• Execute and adhere to Rogers Security Policy
• Ensure data centre security access cards are properly maintained, distributed and accounted
• Provide effective local surveillance monitoring of both base building and data centre areas
• Follow reporting and escalation processes for incidents

Daily Operations

• Ensure all receiving is performed, recorded and announced in an accurate and expedient manner and that the shipping and receiving policy and processes are followed
• Provide accurate and thorough site inspections and shift walk-throughs
• Assist in performing core functionality support for DCC/DCFM team at the local site
• Coordinate detailed handoff on operational status during shift changes
• Perform timely and concise escalation and exception reporting describing incidents outside of normal operating policy
• Act as primary point of contact for NOC and local operational teams during an incident

Administration

• Demonstrate strong shift turnover and peer communication practices;
• Contribute to process documentation for all functions
• Assist with ‘Smart Hand Services’; these services may include tape swaps, suite inspection, and other services as required
• Assist with client on-boarding functions, as required
• Maintain a tidy, professional, and unobstructed work environment including client accessible areas such as lobby, loading dock, etc.

Primary Interactions:

• Rogers Clients
• Team Members
• Rogers Employees
• Data Centre Operations teams
• Operations Centre (NOC)
• Data Centre Management Services team
• Suppliers, vendors, and trades

Competencies:

• Fluent English and excellent verbal and written communication skills
• Well-developed Customer service skills, focused on overall client satisfaction
• Excellent organizational and problem-solving abilities
• Work calmly in high pressure situations
• Willingness to work shift rotations in a 24/7/365 facility
• Utilize effective listening and communication skills
• Strong ability to build rapport with co-workers and clients – team player
• Strong focus on finite details
• Aptitude and willingness to learn/work on new technologies

Education and/or Experience:

• Help Desk/NOC experience in a Telecommunications/IT capacity is considered a plus
• Customer service experience
• Ability to work shifts and weekends
• High School graduation with some Post-Secondary Education preferred
• Security Guard Certification will be required once hired
• Strong working knowledge of Microsoft Office

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Office environment is continually using the phone and computer. May require physical effort associated with using the computer to access information, or occasional standing, walking, lifting (50 lbs.) needed to carry out everyday activities.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Tasks do not expose employee to physically unpleasant or hazardous conditions.

As a condition of hire, all new employees will be required to provide proof of vaccinations against COVID 19. Any request for an exception under Human Rights legislation must be supported by evidence to be considered by Rogers on a case by case basis.

Please click here to review conditions that may qualify for medical exemption to the COVID-19 vaccine.

Schedule: Full time
Shift: Rotating
Length of Contract: Not Applicable (Regular Position)
Work Location: 2394 Baseline Road, suite 101 (197), Ottawa, ON
Travel Requirements: Up to 10%
Posting Category/Function: Data Centres & Technician
Requisition ID: 272826
 
Together, we'll make more possible, and these six shared values guide and define our work:

1. Our people are at the heart of our success
2. Our customers come first. They inspire everything we do
3. We do what’s right, each and every day
4. We believe in the power of new ideas
5. We work as one team, with one vision
6. We give back to our communities and protect our environment

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Rogers FAQ.
 
Posting Notes:  Corporate