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Data Center Operation Analyst 1 in Madison at CRS Group

Date Posted: 1/31/2018

Job Snapshot

Job Description

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Data Center Operation Analyst 1
Duration: 5 month contract
Location: Madison, WI
Overview: The CRS Group is currently looking for a Data Center Operation Analyst 1 for one of our clients in the Madison area. The CRS Group is a nationwide Staffing Firm who works primarily with Fortune 500 and Fortune 1000 corporations.
Job Description:
  • The primary role of this position is to support clients and internal engineering and support coworkers/contractors across enterprise-class data center facilities, both internal and partner-owned
  • Additionally, this role assists the Enterprise Command Center in the triage of client support requests and also provides limited account management support for collocation and hosted clients across all data center facilities
  • This includes the gathering of information, investigating, troubleshooting, resolving and/or escalating tickets along with clear and concise ticket documentation
  • Specific training and direct mentorship will be provided to help develop high-quality support and workmanship
  • This position is scheduled in 12-hour shifts, either 6am - 6pm (days) or 6pm - 6am (nights) using a “2 x 3 x 2” shift rotation
  • Duties and Responsibilities:
  • Understand and Deliver Managed Service offerings as outlined in the Service Descriptions and Service Catalog
  • Understand and follow the processes and procedures defined in the ManS Standard Operating Procedures manual (SOP)
  • Provide on-site support for both external and internal support staff
  • Work will consist of cabling, racking, troubleshooting, as well as server, network, and facilities equipment maintenance
  • Take independent ownership of incidents, tasks, and work requests until they are resolved while working with various individuals to ensure satisfactory solutions
  • Audit the status of equipment within the environment, assess equipment needs, and make recommendations to better suit both the devices and the data center environment
  • Develop and improve standards, practices, and overall productivity of operations within and around the data center facility
  • Document, respond to, and track open requests from Engineers/ Project Managers/ Service Account Managers
  • Create and improve client and internal support documentation and training materials
  • Assist in the identification, troubleshooting, and resolution of issues where possible
  • Escalate and work with senior engineers with necessary
  • Provide data center escorting for Data Center clients and vendors
  • Perform data center tape handling and audit activities involving loading, unloading, and verification of media
  • Follow a strict-control process for media entering or leaving the facility
  • Provide remote-hands support for general data center facilities issues when necessary
  • Provide basic account management duties for collocation clients
  • When requested, complete power analysis for new hardware requests, deny/approve/escalate those requests as needed, then communicates to the appropriate stakeholders next steps
  • Responsible for providing top-level technical support, including problem resolution, technical change implementation, telephone and one-on-one technical support within defined service level agreements for clients
  • Provide detailed and effective communication to internal and external customers
  • Provide 24 X 7 support to critical systems and ensure availability objectives are met
  • Provide alert response as well as email and telephone technical support for data center and managed services clients
  • Document and track incident troubleshooting steps, incident solutions and support requests
  • Keep clients informed throughout the process and follow up with them to ensure satisfactory resolution
  • Clearly and concisely articulate problems and solutions for issues to clients both over the phone, via e-mail and in person
  • Guide and mentor less experienced teammates by providing technical support, training, and direction
  • Document and record how time is utilized
  • Provide Entry Level technical services with supervision from Supervisors, Team Leads, and Technology Owners
  • Ability to follow through with tasks, projects, troubleshooting with supervision
  • Meet or exceed defined performance metrics
  • Provide supportive and backup services to data center shipping and receiving staff as necessary
  • Work with peers and data center management to provide necessary shift, ticket, and work load coverage
  • Work on special projects as directed by data center management or as identified by you and/or your coworkers
  • Independently determine/develop approaches to solutions
  • Directly interact with peers, supervisor and team manager
  • Frequent customer interaction at peer level and higher (IT managers/directors)
  • Provide triage services to Enterprise Command Center
  • Responds to all customers professionally and courteously and relays any customer questions or concerns to respective supervisor/manager
  • Demonstrates and actively promotes an understanding and commitment to the mission through performing behaviors consistent
  • Qualifications:
  • Associate’s degree in a computer-related field, plus 6 months of experience in a relevant technical role, OR
  • Minimum of two years experience in a technical support or systems administration role
    maintaining high service levels in a demanding environment
  • Some lifting, bending required (50 lbs)
  • A certification (required within 90 days if not in-hand at hiring)
  • ITIL Foundations certification (required within 180 days if not in-hand at hiring)
  • Ability to maintain composure and execute tasks while under pressure and exemplifying a high level of patience
  • Well-organized, able to multi-task, detail-oriented, and able to take initiative
  • Fundamental understanding of computer networking technologies (i.e. physical connectivity, internet and intranet concepts)
  • Excellent communication, client service, interpersonal and teamwork skills
  • Demonstrate a high level of autonomy and ability to make decisions consistent with company and customer goals
  • Strong written and oral communications skills
  • Self-motivated and driven to perform without direct supervision
  • Ability to conduct self in a mature, responsible manner
  • Proven experience in direct customer support
  • Keen attention to detail and a critical eye for improvement
  • Foster company success through a professional appearance and by having a positive attitude
  • Effective interpersonal and relationship-building skills
  • Ability to present ideas in positive and user-friendly language
  • Experience working in team environments with high performance and quality expectations
  • Proven ability to seek and understand customers’ goals and objectives
  • Demonstrate an analytical approach and problem-solving techniques
  • Preferred Qualifications:
  • Prior experience in maintaining high service levels in a demanding environment
  • Experience with making and testing network cables
  • crs_avelasquez
    ss #81160
    Qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.