Facilities Operator

On-site position in Marietta, GA, Monday–Friday, 8:30 AM–5:00 PM.

About the role

The Facilities Operator is accountable for monitoring the health and availability of customer infrastructure, responding to system alerts, performing routine operational tasks, and escalating technical issues according to established procedures. The position also maintains accurate incident documentation, supports effective shift handoffs, and communicates professionally with customers and internal teams to help ensure reliable, secure, and continuous operations.

Responsibilities

• Continuously monitor systems, servers, networks, and customer environments using designated monitoring tools.
• Respond to system alerts and incidents in accordance with documented procedures.
• Escalate technical issues to the appropriate support or engineering teams.
• Create and maintain accurate incident tickets, activity records, and operational documentation.
• Perform routine server, service, equipment, and environmental health checks.
• Verify backup status and report identified failures or exceptions.
• Support scheduled maintenance and approved operational activities.
• Provide first-level assistance for customer requests and internal operational issues.
• Communicate timely incident and service updates to customers and internal stakeholders.
• Participate in shift handoffs to ensure operational continuity and clear ownership of open issues.
• Update procedures and knowledge-base articles as processes or environments change.
• Follow all established security, compliance, safety, and confidentiality requirements.

Requirements

• Bachelor’s degree preferred but not required.
• Previous customer service, help desk, or technical support experience.
• Familiarity with production Data Center environments.
• Exposure to monitoring platforms or ticketing systems.
• Minimum of 3 years of experience within a technology MSP environment.

Skills

• Strong attention to detail, organization, and time management skills.
• Hunter mindset with a strong drive for results.
• Strategic thinking and problem-solving ability.
• Executive presence and consultative approach.
• Resilience and adaptability in a fast-paced, growth-oriented environment.

CloudFirst Values

At CloudFirst, how we work is just as important as what we deliver. Team members are expected to align their approach to work with CloudFirst’s core values:

• Customer Focus: We are customer-centric in everything we do, placing our clients at the heart of every decision.
• Will-Do Attitude: We embody a Will-Do Attitude, approaching every challenge as an opportunity to show value to our clients.
• Collaboration: Collaboration defines how we work. We are team players committed to working together with responsiveness, support, and a shared purpose.