Operations Technician

Responsibilities

• Perform Site Security functions, including visitor site access check in, badge processing and reconciliation, and access control system enrollment.
• Process Site Access Request NetSuite cases.
• Process Shipping and Receiving NetSuite cases. Handle package deliveries, document chain of custody and alert Site or Delivery Manager of deliveries.
• Monitor NetSuite case queues, dispatch and acknowledge customer requests.
• Monitor and acknowledge BMS and NMS alerts, create NetSuite cases for critical alarms.
• Create customer communication maintenance and event notifications. Track maintenance notification life cycle with timely response to In Progress and Completion customer notifications.
• Aid with service order installation and network circuit troubleshooting.
• Aid with copper and fiber cross connect installation, testing and labeling.
• Aid with remote hands services for clients including hardware installation, power strips, rails, cable management and client equipment reboot.
• Handle the expedient resolution of all escalations and emergency response requests.
• Report status through ticketing system, shift reports and email.
• Maintain accurate records and document all problems including site computerized facility record databases and service order systems.

Qualifications

• High School diploma or equivalent and 2 - 4 years Security Operations, Data Center Operations and Customer Service experience.
• Knowledge of Security System hardware and software, Data Center Monitoring applications, Help Desk Tools, Critical Operations infrastructure.
• Proficient in MS Excel, Word, and Outlook.
• Good verbal and written communication.
• Possess the ability and desire to learn and take on additional responsibilities.