Data Center Support Analyst

Job Summary

The Data Center Support Analyst is responsible for the managing to operational integrity of the H5 Data Centers portfolio of Data Centers. Additionally, they are responsible to act as a single point of contact for all customer engagement daily, handing incoming calls, ticket processing, incident management & coordination. Secondly, they will monitor the health of all critical systems including building management, fire control, camera surveillance, access control, and network, responding to incidents and initiating escalations. The candidate must be willing to work shifts and weekends.
Essential Duties and Responsibilities

• Customer Support

• Primary point of contact for customer requests via phone, e-mail, & portal
• Processing requests and engage with subject matter experts as appropriate
• Administer ticket queues to ensure regular and timely updates through resolution and adherence to SLA’s
• Primary focal point for Incident management & escalations

• Facility Monitoring

• Monitor the health of building critical systems via BMS

i. Power

ii. Cooling

iii. Fire systems

iv. DCIM

• Monitor the health of access control, camera surveillance
• Monitor the health of critical IT systems

v. Network

vi. Servers

• Perform Incident coordination in the event of a significant incidents

vii. Escalate to senior management & SME’s

viii. Set up crisis bridge (if appropriate)

ix. Send out advisories

x. Coordinate restoration with on-site personnel

• Education and Experience:

· College educated

· Experience in a call center / helpdesk environment / customer support role.

· Excellent interpersonal and communication skills (written and oral)

· Competent in the use of Windows, MAC and IOS systems

· Willing to adapt to new ideas and concepts

· Customer service experience

· Organizational and time management skills

· Must be a self-starter, able to work in a fast paced constantly changing environment

· The ability to work well in a team environment or independently with minimal supervision

· Comprehensive understanding of data center best practices and standards would be a bonus

· IT System qualifications would be a bonus

Job Type: Full-time

Pay: From $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Night shift
• On call
• Overnight shift
• Overtime
• Weekend availability

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)
• Call center: 1 year (Preferred)

Work Location: One location