Operations Technician

General Job Description

The Operations Technician is charged with providing the highest level of customer technical assistance and account support at the CyberTrails Data Center. Responsibilities include customer support, operational support, sales support, and system / facility administration.

Responsibilities

Customer Support: Assist and consult customers in the design and implementation of customer architectures. Assist the customer in the physical layout and installation of their equipment in secure cabinets. Ensure customer installations are in accordance with standard procedures and Service Level Agreements. Provide Tier 1 and 2 support to customers. Develop, maintain, and manage relationships with assigned customers.

Operational Support: Primarily responsible for monitoring customer applications and operational architecture through a Network Operating Center (NOC) environment. Respond to alarms in accordance with procedures. Utilize technical expertise to analyze, troubleshoot and react to issues requiring immediate attention. When appropriate, escalate issues quickly and efficiently in order to solve problems within Service Level Agreement requirements. Complete assigned work orders in an efficient manner. Issue trouble tickets when necessary. Maintain detailed logs and notebooks regarding customer applications, security, and operational readiness. Ensure the quality of service delivery continues to meet requirements.

Sales Support: Assist the Systems Engineer and Account Representatives, when necessary, in the sales process. Specific duties may include direct customer contact, explaining CyberTrails operational structure and abilities, and CyberTrails product demonstrations. Identify possible upsell opportunities.

System / Facility Administration: Contribute to the overall network and Internet administration for the local IDC, for both internal and external users. Manage, troubleshoot, and assist in the maintenance of CyberTrails facility support systems (HVAC, electrical, etc). May require managing and coordinating with appropriate external vendors.
REQUIREMENTS
• Must possess strong customer service attitude and interpersonal skills.
• Must possess excellent written and verbal communication skills.
• Proven ability to execute multiple tasks efficiently and effectively.
• Proven ability to work effectively in a team environment.
• Demonstrated flexibility, organization and self-motivation.
• 1-3 years related work experience preferred.

Additional skills which may be beneficial are:
• MCSE certification
• MCSA/MCP certification
• CCNA certification
• Help desk experience
• Network administration/Systems Administration
• Technical account management
• Electrical
• HVAC

Education
• 2 or 4 year degree completed or in progress preferred. High School diploma or equivalent required.

Hours
• This position requires working a 40+ hour week. In addition, this position will be on-call for emergency response and may require shift work.