Data Center Technician L2 (Day Shift)

Data Center Technician II - Day Shift

Company: Milestone Technologies, Inc.

Location: Santa Clara, CA

Position Type: Full-Time

Work Environment: Onsite - Data Center Operations

Schedule: Day Shift with On-Call Rotation

Description

Milestone Technologies is seeking an experienced Data Center Technician II to provide full-time, onsite support for day-to-day data center operations, hardware maintenance, and technical support activities at a customer facility in Santa Clara, California. This position is assigned to the Day Shift and does not offer remote or hybrid work arrangements.

The Data Center Technician II will be responsible for installing, maintaining, troubleshooting, and repairing compute and network infrastructure, with a primary focus on Apple Silicon-based hardware, including Mac Mini and Mac Studio systems, and associated networking equipment. Responsibilities include hardware break-fix, rack and stack deployments, structured cabling, IT asset management, equipment lifecycle support, and incident response.

The technician will collaborate with customer stakeholders, IT support, software engineering, network engineering, and other cross-functional teams to maintain infrastructure availability, operational efficiency, and service quality. All activities will be performed in accordance with established Standard Operating Procedures (SOPs), change management processes, and customer-defined safety and security policies.

The ideal candidate will have practical experience supporting production data center environments, strong hardware troubleshooting capabilities, and working knowledge of Apple Silicon hardware and networking technologies. Prior professional experience specifically supporting Apple Silicon infrastructure in a data center is preferred but not required, provided the candidate demonstrates the necessary technical knowledge and transferable experience.

This position requires participation in a scheduled on-call rotation, including the ability to acknowledge an on-call notification within fifteen (15) minutes and physically arrive onsite at the assigned Santa Clara data center within sixty (60) minutes of the initial notification.

Key Responsibilities

Data Center Hardware Operations

• Install, maintain, troubleshoot, and replace Apple Silicon-based compute hardware, including Mac Mini and Mac Studio systems, and associated network infrastructure.
• Perform hardware diagnostics, component replacement, and break-fix activities involving compute systems, switches, routers, storage devices, and related equipment.
• Support rack and stack deployments, equipment installations, decommissions, hardware refreshes, and infrastructure upgrades.
• Install, modify, and maintain custom hardware mounts, harnesses, cooling components, power connections, and associated cabling.
• Perform Layer 1 network troubleshooting, including physical connectivity, cable testing, port validation, and hardware fault isolation.
• Support initial configuration, provisioning, and troubleshooting of network devices, including basic command-line interface (CLI) operations.
• Perform routine power and environmental checks, identifying and escalating potential issues involving power distribution, cooling, temperature, and equipment conditions.
• Support preventative maintenance activities and scheduled infrastructure changes in accordance with approved procedures.
• Assist with operating system provisioning, reprovisioning, and hardware initialization activities as directed.

Incident Management and Technical Support

• Monitor and respond to hardware alerts, incidents, service requests, and operational issues using customer-designated ticketing and monitoring systems.
• Troubleshoot hardware and connectivity issues, documenting findings, corrective actions, and resolution details.
• Escalate complex technical issues to appropriate engineering or support teams while maintaining clear communication and documentation.
• Collaborate with IT support, software engineering, network engineering, and other cross-functional stakeholders to investigate and resolve infrastructure issues.
• Assist with root cause analysis, recurring incident identification, and continuous improvement initiatives as directed by the customer.
• Participate in approved change management activities, including preparation, implementation, monitoring, validation, and documentation of infrastructure changes.
• Track and document equipment modifications, break-fix activities, deployments, and approved change requests.
• Provide timely updates on incident status, technical findings, and operational activities to designated stakeholders.

Asset Management and Logistics

• Maintain accurate asset records, equipment locations, configurations, and lifecycle information within designated IT asset management and Data Center Infrastructure Management (DCIM) systems.
• Track and document equipment changes resulting from hardware replacements, deployments, decommissions, and approved change requests.
• Support physical inventory audits, asset reconciliation, equipment verification, and ongoing inventory management initiatives.
• Coordinate with logistics and inventory management teams for the receipt, storage, movement, and removal of in-scope hardware.
• Manage Apple and other Original Equipment Manufacturer (OEM) Return Merchandise Authorization (RMA) activities, including component identification, replacement coordination, packaging, tracking, and return processing.
• Perform shipping and receiving activities, including equipment inspection, inventory validation, labeling, and documentation.
• Maintain accurate chain-of-custody records and asset movement documentation in accordance with customer requirements.
• Utilize asset tracking systems, barcode scanners, and other designated tools to maintain inventory accuracy.

Operational Compliance and Site Support

• Execute assigned activities in accordance with established SOPs, Methods of Procedure (MOPs), change management processes, and customer-defined safety and security policies.
• Maintain accurate service tickets, maintenance records, equipment logs, and operational documentation.
• Support site audits, compliance reviews, and documentation or evidence collection related to hardware operations, inventory controls, and infrastructure changes.
• Provide onsite escort support for approved third-party contractors and vendors in accordance with facility access and security requirements.
• Identify and report potential operational risks, safety concerns, equipment abnormalities, and process improvement opportunities.
• Maintain a clean, organized, and safe working environment consistent with data center operational standards.
• Participate in scheduled on-call rotations, including after-hours, weekend, and holiday support as required.
• Acknowledge on-call notifications within fifteen (15) minutes and physically report onsite within sixty (60) minutes of the initial notification.

Required Skills

Technical Skills

• Working knowledge of Apple Silicon-based compute hardware, including Mac Mini and Mac Studio systems, with an understanding of hardware architecture, components, connectivity, macOS fundamentals, and basic troubleshooting procedures.
• Ability to apply established technical procedures and troubleshooting methodologies to Apple Silicon hardware installation, maintenance, diagnostics, and component replacement activities.
• Strong hands-on experience with enterprise compute and network hardware installation, maintenance, troubleshooting, and component replacement.
• Familiarity with enterprise networking equipment, including Cisco, Arista, Dell, and Juniper platforms.
• Ability to navigate network device command-line interfaces and perform basic configuration and troubleshooting activities.
• Understanding of network fundamentals, including TCP/IP, DNS, DHCP, IP addressing, and Layer 1 connectivity.
• Experience installing, routing, labeling, testing, and troubleshooting copper and fiber-optic cabling, including Cat6, single-mode fiber, multimode fiber, and InfiniBand.
• Familiarity with operating system provisioning and reprovisioning through USB media or network-based deployment methods.
• Working knowledge of IT Service Management (ITSM), ticketing, and asset management systems.
• Understanding of data center infrastructure fundamentals, including redundant power, cooling, airflow, structured cabling, and equipment rack configurations.
• Ability to interpret technical documentation, installation procedures, equipment specifications, and troubleshooting guides.
• Familiarity with hardware lifecycle processes, including deployment, maintenance, inventory tracking, RMA processing, and decommissioning.

Professional Skills

• Strong verbal and written English communication skills, including the ability to accurately document technical activities and communicate with customer stakeholders.
• Excellent organizational and time management skills, with the ability to prioritize multiple assignments in a dynamic operational environment.
• Demonstrated reliability, punctuality, accountability, and attention to detail.
• Ability to work independently with minimal supervision while collaborating effectively with technical and operational teams.
• Strong problem-solving skills and a methodical approach to troubleshooting and incident resolution.
• Ability to multitask and adapt to changing operational priorities and customer requirements.
• Willingness to learn new hardware platforms, software tools, operational processes, and customer-specific procedures.
• Commitment to following documented processes, safety protocols, and security requirements.
• Ability to consistently deliver work that meets established quality, accuracy, and productivity expectations.

Required Experience

• 2-3 years of hands-on data center experience, preferably in enterprise, hyperscale, colocation, or similarly complex production environments.
• Demonstrated experience performing rack and stack installations, hardware replacements, equipment maintenance, and structured cabling.
• Experience troubleshooting enterprise compute and network hardware at the physical infrastructure level.
• Working knowledge of Apple Silicon systems, including Mac Mini or Mac Studio hardware. Prior professional experience supporting Apple Silicon infrastructure in a production data center is not required.
• Experience working with ticketing systems and documenting incidents, service requests, and change activities.
• Practical experience supporting hardware deployments, equipment lifecycle management, and inventory control processes.
• Experience working within established operational procedures, maintenance windows, and change management processes.
• Familiarity with basic network configuration, device provisioning, and hardware connectivity troubleshooting.
• Experience supporting hardware installation, maintenance, and troubleshooting activities in environments requiring high availability and adherence to operational standards.

Preferred Qualifications

• Prior professional experience deploying, maintaining, or troubleshooting Apple Mac Mini or Mac Studio systems in enterprise, laboratory, or data center environments.
• Experience supporting large-scale Apple Silicon compute deployments or macOS-based infrastructure.
• Experience with Jira or comparable enterprise ITSM platforms.
• Familiarity with Data Center Infrastructure Management (DCIM) tools and asset tracking systems.
• Experience with Cisco, Arista, Dell, or Juniper networking equipment.
• Working knowledge of Layer 2 and Layer 3 network troubleshooting.
• Basic understanding of electrical, HVAC, and cable infrastructure as it relates to data center operations.
• Familiarity with Microsoft 365 applications.
• CompTIA Server+ certification.
• Cisco CCNA or CCENT certification.
• ITIL Foundation certification.
• Additional certifications related to data center infrastructure, networking, or enterprise hardware support.

Physical and Operational Requirements

• Ability to safely lift, carry, and move equipment weighing up to 50 pounds, with appropriate assistance or lifting equipment when required.
• Ability to stand, walk, bend, kneel, and perform physical tasks throughout the majority of the workday.
• Ability to work within production data center environments, including equipment rooms, raised-floor areas, and active infrastructure spaces.
• Ability to operate pallet jacks and other approved material-handling equipment.
• Reliable transportation to the assigned Santa Clara work location.
• Ability to work the assigned Day Shift schedule and participate in a scheduled on-call rotation, including after-hours, weekend, and holiday support as required.
• Must be able to acknowledge on-call notifications within fifteen (15) minutes of the initial notification.
• Must be able to physically arrive onsite at the assigned Santa Clara data center within sixty (60) minutes of the initial on-call notification.
• Willingness to comply with customer-specific facility access, security, safety, and operational policies.