City : Markham, ON, CA

Category : Facility Technician

Industry : Telecommunications

Employer : Rogers

Our company was built on the dream of a pioneering entrepreneur, and that spirit continues to empower our work with businesses across Canada today. The Rogers Business team helps organizations of all sizes adapt, scale, and win with network services and other innovative technology solutions that are reliable, secure, and scalable. These solutions are built to allow businesses to operate more efficiently, reduce costs and improve productivity and collaboration. We are looking for team members who have a passion for delivering industry-leading value to customers and businesses in the communities where we live and work, so come build a rewarding career at Rogers and be a driving force behind our success story!

The Data Centre Facility Technician (DCFT) is the initial point of contact at the facility and is responsible for ensuring the data centre and building are maintained in a professional and secure manner.  This position is on site and not a remote position. Ensuring positive experiences for customers as they enter, exit, and work at the data centre is also a primary responsibility.  

Providing 7x24 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,  PCI and ISO compliance.

What you'll be doing:

• Daily Operations 

  • Ensure policy and procedure is followed and that all audit requirements are being met on a daily basis.  Areas of focus include; service delivery, service support, and physical security.

  • Shipping and receiving

  • Perform site inspections and shift walk-throughs.

  • Assist contractors at site in compliance with Rogers policies and customer requirements.

  • Perform timely escalation and exception reporting describing incidents outside of normal operating policy.

  • Act as primary on-site point of contact for NOC and local operational teams during an incident.

  • Troubleshoot and diagnose mechanical and /or electrical system failures and working with contractors to resolve or mitigate interruptions in service.

  • Basic preventative maintenance of mechanical, electrical and life safety systems.

  • Works directly with contractors until assignments are satisfactorily completed.

  • Manage vendors performing maintenances on site and ensure satisfactory completion of any work.

  • Ability to understand and explain issues with electric systems and components.

  • Operational experience monitoring large, complex electrical and mechanical systems.

  • Work with hand tools as required.

  • Receive and prioritize requests related to ticketing systems.

  • Assist Clients in MACD’s (Moves, Adds, Changes, and Deletions).

  • Assist with ‘Smart Hand Services’; these services may include tape swaps, inspections and other services as required.

  • Follow policies and procedures related to escalations, ticketing, and change management.

  • Identify/ report to the Manager any situations or client concerns that would improve quality or mitigate risk.

  • 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.

  • 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 Data Centre Management.

• Administration 

  • Compliance with all Rogers Corporate Policies, including Business Code of Conduct & H&S.

  • Demonstrate strong shift turnover and peer communication practices.

  • Create, update, and document existing Standard Operating Procedures (SOP), as required.

  • Site orientation duties.

  • Maintain a tidy, professional, and unobstructed work environment.

  • Strong working knowledge of Microsoft Office products, including Visio.

• Primary Interactions

  • Rogers Clients

  • Rogers Employees

  • Data Centre Operations teams

  • Operations Centre (NOC)

  • Data Centre Management Services team

  • Suppliers, vendors, and trades

What you bring:

The position includes, but is not limited to, the following:

• This position is on site and not a remote position.

• Ability to work rotating shifts, including days, afternoons, nights and weekends, including holidays.

• Access to reliable transportation and the ability to be on-call in support of a 24/7 operation.

• Canadian Government:

  • Credit Check

  • Criminal Background Check

  • Reliability Level Security Clearance

• Ability to lift up to 50 lbs and perform physical labour.

• High School diploma 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.

• Fluent verbal and written English communication skills.

• Well developed Customer Service Skills with customer service experience.

• Ability to read and understand mechanical/electrical blueprints and single line diagrams.

What’s in it for you?

We believe in investing in our people and helping them reach their potential as valuable members of our team. As part of our team, you’ll have access to a wide range of incredible resources, growth opportunities, discounts, and perks, including:

• Competitive salary & annual bonus

• Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs.

• Discounts: Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories sold in Rogers stores.

• Paid time off for volunteering

• Company matching contributions to charities you support

• Growth & Development Opportunities:

o Self-driven career development programs (E.g. MyPath program)

o Rogers First: priority in applying to internal roles of interest

• Wellness Programs:

o Homewood employee & family assistance program

o Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions

o Low or no-cost fitness membership with access to virtual classes

• Our commitment to the environment and diversity:

o Work for an organization committed to environmental protection

o Strong commitment to diversity and inclusion with employee resource groups supporting equity-deserving groups including groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women. We all bring something different, and we know what makes us different makes us great.

This is a hybrid work position and will require you to be in office three days per week. You can choose which days in office work best for you!

If you are selected to move forward in the recruitment process, here is what you can expect:

• 15-minute phone screen with your recruiter, 1-hour virtual interview with Hiring Manager, 30-minute final round virtual interview with Director of the team. Best of luck!

As part of the recruitment process, the selected candidate will be required to complete a background check which includes credit and criminal checks.

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To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.

Schedule: Full time
Shift: Night
Length of Contract: 12 Months
Work Location: 550 Cochrane Drive (194), Markham, ON
Travel Requirements: None
Posting Category/Function: Data Centres & Facility Technician
Requisition ID: 312391

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. 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 by removing any barriers for equal participation. We work with our candidates who are experiencing a disability 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 Recruitment Process FAQ.

Posting Notes:  Rogers Business