Position requires a technical certification MCSE or equivalent certification or technical training in a related field or a minimum of 2 - 4 years progressive experience in a technology based customer support environment. An understanding of the service provider business along with broad technical skills in a shift-based environment is required. Must have excellent direct customer relations experience and possess good written and verbal communication skills.

Position will be responsible for generalist tasks within the data center to include items such as; equipment monitoring tasks and 1st level customer communications skills - written and verbal via interaction with the trouble ticketing system along with direct customer support calls typically due to generated alerts or customer inquiries. Additional responsibilities include ticket creation, adherence to customer sign-in and authentication procedures, 1st level monitoring and reporting of enterprise applications, (backup, patching, etc.),completion of facilities walkthroughs, basic build and setup of new servers and hardware, as well as providing remote hands and eyes support (1st level hardware/software troubleshooting). Conducts customer follow up to ensure customer support requests have been completed to the customer's satisfaction. This includes the closure of completed tickets

A good understanding of Internet technologies is required. The ideal candidate should be equally comfortable working with their hands as well as your mind. The position incrementally requires a general understanding of TCP/IP principles, DNS, user level experience with at least one Operating System and general computer system hardware setup and troubleshooting skills.

Shift based responsibilities, 1st - 3rd 7 days a week with holiday coverage requirements.

Knowledge, Skills and Abilities:

Technical Skills

• Good understanding of TCP/IP and DNS
• Demonstrate proficiency with one or more operating systems
• Strong troubleshooting skills
• Assemble/build hardware to meet client/service order specifications
• Test in-stock hardware to determine functional status
• Troubleshoot multi-vendor hardware environment
• Assist in the installation, racking, and cabling of equipment
• Run, terminate, and test cables
• Basic understanding of electrical principles
• Demonstrate proficiency with operations applications, e-mail, IRC, MS Office, etc.

Organizational Skills

• Track, organize, and inventory equipment and spares
• Manage tickets
• Handle multiple problems
• Develop timelines and prioritize task assignments

Customer Skills

• Maintain a presentable appearance
• Maintain professional communications and attitude with clients
• Document all client requests and conversations via electronic ticketing system

Communication Skills

• Provide written shift reports
• Verbal and written communication with Operations staff
• Clear and concise written and verbal communication