Field Operations Team Lead

**OUR COMPANY:** EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees. We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency. **WHAT YOU WILL DO:** We are seeking a highly skilled and hands-on **Data Center Technician Lead** to oversee and support operations within our data center environments. This role requires deep technical expertise in diagnosing and resolving hardware and network issues, and leading a team of technicians in delivering high-quality, SLA-driven support. The ideal candidate will be proficient in using Command Line Interfaces (CLI) for diagnostics, managing escalations, and ensuring the consistent delivery of services across a range of server, storage, and network hardware platforms. **KEY RESPONSIBILITIES:** - Lead DC operations across server, storage, and network hardware platforms, ensuring timely and effective resolution of hardware failures. - Perform advanced diagnostics using CLI tools (e.g., Cisco IOS, NX-OS, Linux shell) to identify and resolve system and network issues. - Oversee physical hardware repair, including component-level replacements (e.g., drives, memory, NICs, PSUs, fans, motherboards). - Troubleshoot Layer 1–3 network issues, including port failures, link flaps, and misconfigurations. - Coordinate with OEM vendors for RMA processes, part replacements, and warranty claims. - Maintain and update documentation for incident resolution, root cause analysis, and repair procedures. - Manage ticket queues and ensure SLA adherence through effective prioritization and escalation. - Provide technical leadership and mentorship to junior technicians, ensuring adherence to best practices and safety protocols. - Collaborate with cross-functional teams to support infrastructure upgrades, migrations, and maintenance windows. - Ensure compliance with MOPs and CMOPs, and contribute to their development and continuous improvement. **ESSENTIAL CRITERIA:** - Associate degree or higher in a technical discipline or equivalent hands-on experience in data center operations or IT support. - 5+ years of experience in IT support, hardware diagnostics, and repair in enterprise, hyper-scale environments. - Strong proficiency with CLI-based tools and environments (e.g., Cisco CLI, Linux/Unix shell, iDRAC, iLO). - Demonstrated experience in troubleshooting and repairing server, storage, and network hardware. - Familiarity with network protocols and tools (e.g., ping, traceroute, netstat, SNMP, syslog). - Excellent problem-solving skills and ability to work under pressure in high-availability environments. - Strong communication and leadership skills with a customer-focused mindset. - Valid driver’s license and ability to travel between data center sites as needed. **DESIRABLE CRITERIA:** - Industry certifications such as CompTIA Server+, Cisco CCNA, Dell EMC, or equivalent vendor-specific credentials. - Experience with ticketing systems (e.g., ServiceNow, Remedy) and asset management platforms. - Familiarity with scripting for automation (e.g., Bash, Python) is a plus. - Experience working in a 24/7 operational environment with on-call responsibilities. **PHYSICAL REQUIREMENTS:** - Ability to frequently exert force equivalent to lifting up to approximately 50 pounds and occasionally up to 100 pounds. - Clarity of vision at 20 inches or less and more than 20 inches, and ability to adjust focus. - Three-dimensional vision, ability to judge distances and spatial relationships. - Ability to identify colors and give and receive information through speaking and listening skills. - Regular requireme…