Summary

The Hardware Technician is responsible for implementing and supporting Catalyst assets in data center environments. They install, support, and maintain Catalyst's platform infrastructure at a physical level. Some common duties are unpacking new servers, lifting them into equipment racks, replacing hard drives in those servers, and terminating cables to connect them. Regular administrative tasks include upkeep of the Rack Tables infrastructure database and coordinating efforts with colleagues, vendors, and data center staff.

Mission

Infrastructure hardware is the foundation layer of the application platform, a key component of Catalyst's business. People at all of the remaining layers, from Infrastructure Team colleagues working with the operating systems, to the clients using and paying for the applications, depend upon reliability in the infrastructure.

The Hardware Technician is successful when new cables turn up without errors in maintenance windows, “burn in” procedures identify problem hardware before it enters production service, power consumption remains within expected limits, documentation accurately details the physical environment, and data center activities remain invisible to customers.

Two of the long term, permanent goals held by the Infrastructure Team are directly tied to the Hardware Technician's performance of duties, and should serve to guide decisions every day. Those objectives are “reliable infrastructure” and “consistency.”

• To provide reliable infrastructure.
• Practice methodic validation of actions before execution.
• Identify vulnerabilities and failure points.
• Propose and implement corrections.
• To demonstrate consistency in delivery.
• Embrace standardization; avoid unicorns wherever possible.
• Identify exceptions.

Outcomes expected for this position

Accuracy in implementation. System engineers working at higher levels of the OSI protocol stack should not encounter obstacles in failed hardware, inaccurate provisioning data, or inadequate cabling. Devices and cables shall be tested in advance to achieve an error free install success rate exceeding 95% during maintenance window operations.

Accuracy in documentation. Special attention shall be given to the creation and maintenance of records in the Rack Tables provisioning database, so that it is consistently reflective of the physical installation. It is expected that Rack Tables will be up to date and correct in 99% of records for production systems (anything not “decommissioned.”) This is to include updates to records within one business day of any physical change.

Power Management. The hardware technician shall ensure that electrical use is efficient and does not exceed established design limits on power circuits in data center environments. Research of potential load will be confirmed by real testing and power allocated accordingly to maximize use of co-location resources.

Time Management. The hardware technician shall plan and schedule project work with appropriate colleagues. Advance notice of one business day should be considered minimum for non-emergency sessions.

Replacement of Hardware. Failed components in a redundant position (eg: RAID member hard disk drives) shall be replaced, or a plan for longer term replacement documented in appropriate spark ticket within two business days of identification. Unique components or those designated as critical by senior engineers shall be replaced or similarly planned for within 4 hours.

Platform Design. Design suggestions are appropriate and welcomed if they are properly researched and detailed in a formal written document.

Required Competencies

• Organization and Planning
• Attention to Detail
• Work Ethic
• Honesty and Integrity
• Flexibility and Adaptability

Role Challenges and Special Working Conditions

• Regular participation in maintenance windows overnight one Friday each month.
• Must be able to lift servers for rack installation.
• Extensive travel within the Denver area to the office and data center locations is required.
• Will often be working alone in a data center environment for multiple consecutive work days.

Expected previous experience

The right candidate for this position has experience in a professional environment in a computer support role. This may include experience as a PC repair technician, at an office computer help desk, or similar responsibility for computer hardware in the military.

Experience and comfort with computer hardware is essential. Applicants selected for a formal interview will be tested and expected to understand what they see as they disassemble a commodity server. Applicable education is helpful to candidates with this experience, but not required.