L1 - Datacenter Operations

Responsibilities

• Assist in setting up and installing servers, switches, routers, and other datacenter equipment according to guidelines.
• Mount servers and devices in racks, connect power and network cables, and ensure everything is organized according to standard practices.
• Track and update records for all datacenter assets, including servers, cables, and peripherals, to keep an accurate inventory.
• Use monitoring tools to check the health status of datacenter hardware, power systems, cooling units, and network devices.
• Monitor environmental factors like temperature, humidity, and airflow, ensuring they stay within prescribed limits to prevent equipment overheating.
• Check power supply systems, UPS units, and backup generators, confirming they are functional and prepared for use in case of power failure.
• Perform initial diagnostics on equipment that shows warning or error signs, such as checking connections, cables, and power.
• Log incidents accurately, recording issue details and steps taken, and communicate with higher-level teams for further action.
• Recognize issues that require advanced expertise and escalate them to L2 or L3 teams as necessary, particularly for network or hardware failures.
• Manage and organize network and power cables, ensuring they are correctly labelled, secured, and arranged for efficient maintenance.
• Assist in connecting devices to the network, verifying the connection status, and troubleshooting basic connectivity issues.
• Maintain patch panels, ensuring network connections are correct and organized for efficient troubleshooting and scalability.
• Perform routine checks on equipment health, storage capacity, and performance, identifying and addressing early warning signs.
• Apply firmware updates or basic system patches as directed, ensuring systems are up to date.
• Monitor backup systems and procedures to ensure data is being correctly backed up and stored as per policy.
• Enforce datacenter access protocols, ensuring only authorized personnel enter the facility.
• Record entries and exits of personnel in the datacenter, maintaining an accurate access log for audit and security purposes.
• Report any security concerns, including unauthorized access attempts, equipment tampering, or environmental changes, to relevant security teams.
• Maintain records of datacenter equipment status, incidents, maintenance activities, and changes.
• Provide updates on daily activities, monitoring results, and any incidents that occurred during shifts.
• Update procedural documentation as needed, ensuring instructions for basic troubleshooting, equipment setup, and maintenance tasks are clear and accessible.
• Answer calls, respond to tickets, and assist users with routine questions and requests.
• Educate users on basic IT procedures, such as connecting to the network, using remote access tools, and resetting passwords.
• Document and communicate the steps taken to resolve issues, providing status updates to users.
• Use monitoring tools to track the health of systems and networks, identifying issues before they impact users.
• Gather and review logs from various sources to assist in identifying and resolving incidents.
• Report recurring or unusual issues to L2 teams, providing details to help with further diagnosis.
• Log all support requests into the ticketing system, updating status and recording steps taken to resolve issues.
• Maintain accurate records of issues, resolutions, and any workarounds used to assist with similar issues in the future.
• Refer to the knowledge base for solutions and, if needed, contribute by updating entries with newly resolved issues.
• Perform routine tasks like software updates, virus scans, and hardware checks to ensure equipment is functioning properly.
• Follow standard procedures for data privacy, security policies, and user authentication to maintain compliance.
• Monitor and report inventory levels for IT assets such as peripherals and backup equipment.
• Provide support for remote employees by helping them troubleshoot connectivity and software issues via remote desktop tools.
• Assist remote users with password resets, login issues, and permissions, ensuring they can access necessary resources.
• Guide remote users in connecting to VPNs and accessing shared resources securely.

Requirements

• Tech degree or equivalent (B. Tech/BCA/BE or similar), Graduated after 2022.
• Certification in cloud technologies, networking, or DevOps is an advantage.
• Willingness to work in shifts and provide support during weekends or off-hours as needed.
• Strong problem-solving skills and excellent communication abilities.

Skills

• Familiarity with servers, storage devices, network switches, and UPS systems, Understanding of hardware components, operating systems (Windows, macOS, Linux), basic networking (TCP/UDP protocols), and commonly used applications.
• Ability to lift and move heavy equipment and handle physical setup tasks safely.
• Basic troubleshooting abilities to handle common hardware and connectivity issues. Ability to troubleshoot straightforward issues, analyze symptoms, and provide quick fixes, Familiarity with network routing protocols (static and dynamic) and switching protocols.
• Precision in cabling, documentation, and monitoring, ensuring all details are accurately recorded.
• Clear communication with users, both in documentation and real-time support, to ensure users understand solutions.
• A customer-focused approach, with patience and an ability to work under pressure.
• Understanding of security and compliance protocols for handling sensitive equipment and information in a datacenter environment
• Ability to handle multiple tickets or issues simultaneously while ensuring timely response and resolution.