Senior Data Center Support Services Technician

Key Responsibilities

• Completes complex and/or ambiguous tasks in accordance with project requirements, with limited instructions. Provides guidance to team members on shifting priorities and resources according to team needs.
• Collaborates across teams to lead the delivery of impactful work and provide support for critical team objectives. Leverages advanced understanding of business, stakeholder, and/or customer needs to build partnerships within and outside of team.
• Develops and shares procedures to identify and resolve routine or non-routine issues, serving as an escalation point for the team. Collects and reviews data and/or information to troubleshoot complex errors.
• Embraces continuous learning by actively seeking to build knowledge and learning new skills and/or tools and staying current with trends and best practices in one's field. Seeks out and leverages feedback and advanced training to improve skills.
• Recommends, implements, and shares improvements to improve the efficiency and effectiveness of complex processes, protocols, and workflows.
• Identifies opportunities for other team members to work with of servers and server components and main hardware to ensure efficient performance for its entire lifecycle.
• Guides and coaches less experienced technicians on best practices for the power distribution units and/or replacement hardware, removing and troubleshooting hardware without disturbing critical infrastructure, as needed.
• Guides and instructs less experienced technicians on best practices for implementing -designed and defined network communications and solutions, signing off on client configurations within environments.
• Validates cabling, checking network environment build and connectivity is established, verifying that devices are connected and error free.
• Monitors and assigns work in ticketing environment, mentoring less experienced technicians or implementing technical solutions to enhance and/or troubleshoot the system within Service Level Agreements (SLAs) against assigned ticket, potentially identifying and escalating trends, and documenting steps or resolutions involved in maintaining the environments.
• Oversees adherence to all established Standard Operating Procedures (SOPs)/Maintenance Operation Protocols (MOPs) when performing tasks, ensuring all work stays in sync with site rules, colocation vendor rules, and signs-off within a data centre and/or customer site environments.
• Upholds and ensures established security procedures, considering applicable local regulations, conducting functional testing of security.
• Ensures compliance with health and safety guidelines (including personal protection equipment, site access, or specific data site compliance) during on-site work at customer locations and at office, with limited supervision.
• Trains advance fix and repair techniques that align with corporate objectives and adheres to SOPs and MOPs for operational Data Centre Change Control processes.
• Identifies repeating problems or trends, escalating issues to senior peers and/or external experts, operations team, and engaging global team about local issues.
• Analyses issues for repeating problems or trends, escalating identified issues to external experts and operations team, and engaging global team about local issues.
• Leads collaboration efforts with project teams/colocation partners to properly test and validate the installation, operation, and performance of electrical/mechanical systems and coordinate site utility requirements.
• Acts as a technical liaison for technical and non-technical teams, providing subject matter expertise to identify and resolve resiliency, reliability, and availability risks.
• Ensures contractors and vendors deliver quality services and that all SLAs are being met.
• Contributes to quality assurance through process creation and training of less experienced peers.
• Maintain professionalism, resilience, and sound judgement when working under pressure or responding to changing operational priorities.
• Contribute to a psychologically safe, respectful, ethical, and inclusive workplace through constructive communication and behaviour consistent with organisational values and policies.
• Remain open to feedback, resolve disagreements constructively, and demonstrate a commitment to continuous learning and development.
• Adopt new technologies, processes, tools, and ways of working that improve team and operational performance.
• Deliver timely, accurate, customer-focused, and high-quality technical support within a mission-critical data centre environment.
• Participate in a rotating 24x7 shift roster, including on-call responsibilities.
• Technical Knowledge and Experience
• The successful candidate will bring:
• Previous hands-on experience working in a Data Centre or comparable mission-critical infrastructure environment.
• Practical experience across the hardware lifecycle, including rack and stack, deployment, configuration, testing, maintenance, upgrades, break/fix activities, component replacement, and decommissioning.
• Strong technical troubleshooting and analytical skills, with the ability to systematically identify root causes and determine appropriate corrective actions.
• Experience following documented operational procedures while exercising sound judgement when situations require investigation or escalation.
• Strong attention to detail, particularly when performing physical infrastructure changes, maintaining records, handling assets, and working on production systems.
• Knowledge of Data Centre Ecosystem (cooling, electrical, networking, and structured cabling).
• Professional Capabilities
• Communication and Stakeholder Management
• Strong interpersonal and communication skills with the ability to build collaborative relationships across technical and non-technical teams. Able to influence stakeholders, communicate priorities, risks, dependencies, and technical issues proactively, and balance customer, commercial, operational, and organisational needs.
• Respectful and Inclusive Behaviour
• A demonstrated commitment to fostering a psychologically safe, respectful, ethical, and inclusive workplace. Maintains professional behaviour, communicates constructively, makes responsible decisions, and works consistently with organisational values, policies, and expected standards of conduct.
• Resilience, Adaptability and Customer Focus
• Able to operate effectively in a dynamic, mission-critical environment, navigate ambiguity, embrace change, and remain resilient under pressure. Demonstrates emotional intelligence and maintains a strong customer focus while delivering required technical and business outcomes.
• Planning and Delivery
• Strong planning, organisation, prioritisation, and time-management skills. Able to manage competing priorities and high work demands, monitor progress, adjust plans as circumstances change, and consistently deliver safe, accurate, and high-quality outcomes.
• Initiative and Accountability
• Demonstrates a proactive, self-service mindset with strong initiative, ownership, accountability, and resourcefulness. Independently investigates and solves problems using available tools, documentation, systems, and resources while understanding when escalation or additional support is appropriate.
• Recognises personal capacity, workload constraints, and technical complexity and proactively seeks support before quality, safety, wellbeing, customer outcomes, or delivery are adversely affected. Collaboration in a Matrix Environment
• Experience working effectively within a global matrix organisation, collaborating across multiple functions, regions, teams, and reporting structures. Able to build alignment and influence outcomes through credibility, communication, and collaboration rather than direct authority.
• Continuous Learning and Improvement
• Demonstrates openness to feedback, coaching, continuous learning, and constructive conflict resolution. Willingly adopts new processes, tools, technologies, and ways of working and actively contributes ideas that improve operational effectiveness and support a high-performing team culture.
• Physical Requirements
• Ability to safely lift, carry, position, and move IT equipment weighing 15 kg or more.
• Comfortable working within data centre environments, including standing for extended periods, bending, reaching, and working in confined or restricted spaces.
• Able to safely and efficiently perform rack and stack, hardware installation, cabling, component replacement, and equipment decommissioning activities.
• Commitment to following relevant workplace health, safety, and operational procedures.
• Valid driver’s license and access to a car.
• Security Requirements
• Applicants must be Australian citizens and either:
• Hold a current NV1 Security Clearance, or
• Be eligible and willing to obtain NV1 clearance through the Australian Government security vetting process.
• Why ORACLE?
• Join a global technology leader operating some of the world's most advanced cloud infrastructure. You'll have the opportunity to work with cutting-edge technologies, solve challenging infrastructure problems, collaborate with talented professionals across a global organisation, and contribute directly to the reliability, availability, and performance of critical cloud services used by customers around the world.
• You'll join an environment that values technical excellence, customer focus, accountability, collaboration, inclusion, continuous learning, safety, and continuous improvement.
• If you're looking for your next challenge and want to develop your career in large-scale, mission-critical data centre and cloud infrastructure, we'd love to hear from you.
• Apply today and become part of the team powering ORACLE Cloud Infrastructure.
• Recognises personal capacity, workload constraints, and technical complexity and proactively seeks support before quality, safety, wellbeing, customer outcomes, or delivery are adversely affected.
• Collaboration in a Matrix Environment