Rogers Communications
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:
Providing 7×24 support, the Data Centre Facility Technician (DCFT) is expected to deliver the highest level of customer service by adhering to Rogers policies and procedures. The DCFT 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.
The DCFT is responsible for the operation, monitoring, trouble shooting and basic maintenance of HVAC equipment and electrical systems located within the site. These include computer room air conditioning equipment, UPS equipment, generators, associated switchgear, and peripheral equipment.
In additional, the Data Center Facility Technician is responsible for embracing and maintaining the established rigorous internal controls designed to maintain SOC SOC II, and PCI compliance. The DCFT is responsible for signing in and assisting collocation clients as required, while they visit the data centre to work on their equipment.
The DCFT is required to perform regular walk-throughs of the facility to ensure that everything is functioning properly. Data Centre Facility Technicians are responsible for monitoring and analyzing Rogers Data Centre network and infrastructure alarms and escalating to appropriate internal and/or external teams as required. During escalations within their local data centre, the DCFTs will be the primary point of contact to identify and feed information to the local operational teams, as well as the National Operations Centre (NOC).This position reports to the Data Centre Manager
REQUIREMENTS: The position includes, but is not limited to, the following:
Ability to work rotating shifts, including days, afternoons, nights and weekends; including holidays
Reliability Level Security Clearance:
Credit Check
Criminal Background Check
Ability to lift up to 50 lbs.
Fluent verbal and written English communication skills
Well developed Customer Service Skills with customer service experience
Receive and prioritize requests related to ticketing system
Assist Clients by providing “Remote Hands” during MACDs (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
Quick and effective troubleshooting to diagnose mechanical and /or electrical systems failures and working with contractors to quickly resolve or mitigate interruption in services
Basic preventative mechanical and/or electrical maintenance
Systematically troubleshoot various facilities systems
Maintenance of related electrical drawing documentation and projects
Works directly with contractors until assignments are satisfactorily completed
Liaise with Customer Implementation Specialist team for server collocation setups.
Liaise with Network Administrators and Managed system administration for all required internal Rogers Data Centre installs and on-going support.
Manage vendors performing maintenances on site.
Coordinate new device installations in server room.
Assigning IP space and DNS setup for collocation clients.
Ensure all health and safety guidelines are enforced by both internal and external visitors to the Data Centre
Keep network diagrams for collocation and server room, physical layout, electrical and mechanical schematics up to date
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 data centre areas
Follow reporting and escalation processes for incidents
Ensure surveillance and access control systems operate properly and action discrepancies as required.
Daily Operations:
Ability to read and understand mechanical/electrical blueprints and single line diagrams
Ability to understand and explain issues with electric systems and components
Operational management of controlling large, complex electrical and mechanical systems
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 contractors at the local site
Work with hand tools as required
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, inspections 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, offices and client lounge, etc.
Strong working knowledge of Microsoft Office products
Primary Interactions:
Rogers Clients
Team Members
Rogers Employees
Data Centre Operations teams
Operations Centre (NOC)
Data Centre Management Services team
Suppliers, vendors, and trades
Education and/or Experience:
High School graduation with some Post-Secondary Education preferred
Graduation from a trade school or recent apprenticeship in a mechanical/electrical trade or equivalent experience
Help Desk/Operations Centre experience in a Telecommunications/IT capacity is considered a plus
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 & Facility Technician
Requisition ID: 272883
Together, we’ll make more possible, and these six shared values guide and define our work:
Our people are at the heart of our success
Our customers come first. They inspire everything we do
We do what’s right, each and every day
We believe in the power of new ideas
We work as one team, with one vision
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
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