Data Center & Security Services Technician

Job DescriptionJob Description

GENERAL STATEMENT OF DUTIES:

As part of the Facility Operations Team a Data Center & Security Services Technician provides 24/7 service to our data center & colocation customers, contractors and internal staff, ensuring all requests are addressed in an accurate and timely manner. The Data Center & Security Services Technician monitors alerts associated with the physical environment of our data centers, manages access control & security monitoring of all FirstLight facilities, and is responsible for the detection and mitigation of Toll Fraud, IP abuse, and AUP violations. The shift for this position is Saturday-Wednesday, 12am--8am, this role is fully onsite.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage physical access to all FirstLight facilities as well as 3rd party sites that we collocate services out of. This includes processing access requests, providing remote escorts after validating credentials, and regularly auditing access records.
• Provide remote security & fire monitoring of FirstLight facilities, respond to internal and external alarms, review site footage as required, prepare incident reports.
• Manage employee and contractor Check-Ins across our network.
• Directly assist our data center and colocation customers with all physical plant & security concerns.
• Provide 24/7 hands-on assistance at our two local data centers.
• Schedule and manage remote & smart hands requests.
• Audit and report on monthly power usage at FirstLight facilities.
• Monitor alerts for changes in environmental conditions (temperature and power levels) at our data centers.
• Monitor the FirstLight voice network for domestic and international toll fraud responding to cases of suspected fraud to prevent further costs from accumulating.
• Receive and review DMCA (Digital Millennium Copyright Act) notices, IP and AUP (Acceptable Use Policy) violations, and carrier complaints (Traceback, Telemarketing & Robocall mitigation) to determine validity and source, respond as required by government guidelines.
• Receive and investigate subpoena requests as they relate to FirstLight owned IPs.
• Manage customer DNS hosting requests, processing record updates and removal through IP management software. Troubleshoot and support customer website and email services on a cPanel platform.
• Completes special projects and other duties as assigned.

QUALIFICATIONS, KNOWLEDGE, and SKILLS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the qualifications, knowledge, skill and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Must have thorough technical aptitude and ability to navigate multiple systems and technologies. Ability to communicate professionally through all types of media with customers, associates, and management, with the ability to exhibit poise, composure, and confidence when confronting stressful situations. Must have strong work ethic, be well organized, and reliable. Ability to work independently and with a team with an emphasis on accuracy and timeliness. High degree of integrity required with the ability to deal with confidential customer information.

EDUCATION and/or EXPERIENCE:

High School Diploma (or GED or High School Equivalence Certificate) plus two-three (2-3) years relevant experience with or a combination of education and experience.

SUPERVISORY RESPONSIBILITIES:

None

WORK ENVIRONMENT / PHYSICAL DEMANDS:

The work environment characteristics and physical demands described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to walk, use hands and fingers, handle objects or controls, talk and hear, stand, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The noise level in the work environment is usually moderate.