DATA CENTER SUPPORT ANALYST I

DATA CENTER SUPPORT ANALYST

Responsibilities

Service Delivery

  • Monitor customer & internal equipment located in the  Data Center to ensure customer data and equipment are secure, operational and highly available
  • Perform proactive monitoring of hosted &  internal IT Infrastructure, identify problems and decide on appropriate steps to resolve.
  • Monitor alerts with the data center infrastructure and notify the appropriate support personnel.
  • Perform basic triage of incidents and notify customers as required in a timely manner
  • Accept calls and research, resolve and respond to incidents in accordance with current standards
  • Monitor and record incident tickets for all customer emails, and respond accordingly by performing requested operations tasks and/or escalating ticket to other groups as necessary.
  • Provide accurate and creative solutions to user problems of basic nature to ensure customer productivity.
  • Perform operational support tasks as requested by customers.
  • Completion of the shift checklist & shift turnover reports
  • Interface with vendors and customers coming on-site to fix or work on equipment
  • Greet and escort from lobby to the correct equipment
  • Monitor vendor and customer activities while on-site
  • Ensure their departure when work is complete

Process Improvement

  • Recommend improvements to documentation and processes
  • Submit accurate, innovative resolutions to internal and customer knowledge base.
  • Participate in team projects that enhance the quality or efficiency of the TOC.
  • Acquire and maintain current knowledge of relevant software, hardware, systems, and support policies in order to provide technically accurate solutions to customers
  • Acquire and maintain knowledge of ITIL best practices. 

24/7/365 operation, must be flexible to work 1st, 2nd and 3rd shifts

Employment Type: 

Pay Rate: 

$18.50 - $22.00 DOE

Location / Area: 

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