BGIS is a leading provider of integrated real estate management services, including facilities management, project management, energy & sustainability services, strategic workplace consulting, real estate services and capital planning. Its range of solutions, supported by efficient systems, processes and people, enables it to create and optimize places that work for its clients. The team is dedicated to inspiring better business performance and helping clients focus on their core businesses.

Purpose Statement: Responsible for Tier II, front-line support of IT and Network Infrastructure within the Data Center. Support services are provided on behalf of the owners of the systems, to help them keep their systems and associated data securely protected and available for running their businesses. Support functions will cover a wide range of activities relating to installation, maintenance, and ongoing operations of the cabinets, equipment, and communications services inside the Data Center.

RESPONSIBILITIES

Installations and Troubleshooting

• Participates in proactive team efforts to achieve departmental and company goals.
• Responds to scheduled and emergency dispatches to Data Center for after-hours service calls and security escorts.
• Completes physical installation and power-up (Rack & Stack) of servers, peripherals, and network equipment.
• Completes physical installation, dressing, and connection of fiber and copper communications cables.
• Provides installation and replacement services for hot-swappable or modular hardware components, such as hard drives and power supplies.
• Provides selected software support services such as controlled system reboots, process/service reinitialization, and device configuration under direction of customer specialists or other senior staff.
• Provides visual inspection and status reporting services in response to customer requests.
• Completes assigned and scheduled tasks in a timely manner in accordance with customer deadlines.
• Site-specific roles will be defined in detail via supplemental documentation provided at the Data Center.
• Details for specific work assignments, tasks, and procedures will be provided as required.

Safety

• Physical work requirements of position will include regular walks through Data Center during the day, lifting servers and other equipment (up to 30 kg), working from ladders, running cables, working with hand tools and test equipment, etc.
• Must comply with all safety policies, practices and procedures.
• Provides security escort services for carriers, service providers, and maintenance technicians.
• Ensures compliance with business requirements, via established Service Level Agreements (SLAs) and other performance indicators (i.e. response time, resolution rate, service quality, customer satisfaction) to ensure service levels are met.

Asset Management and Documenting

• Receives, records, & stores shipments of equipment & materials for customers & Data Center use.
• Documents work in designated ticketing systems, asset management systems, and other record keeping systems as required for reference and audit purposes.

*Other duties as assigned.

REQUIRED EDUCATION, KNOWLEDGE, and ABILITIES

• Minimum 2 years’ experience with IT and networking systems in a technical or operations capacity in a Data Center environment or equivalent work experience.
• Experience with dynamic Colocation and Managed Services environments is preferred.
• Fundamental understanding of Data Center architectures and systems for raised floor space: equipment cabinets, containment solutions, final power distribution, computer systems, network systems, cabling systems, communications circuits.
• Familiarity with Data Center security and audit standards: HIPPA, ISO-27001, PCI, PWGSC, CSAE 3416, SSAE16, SOC 1, SOC 2.
• Demonstrated proficiency with software tools such as Microsoft Office & Visio, AutoCAD.
• Ability to act with urgency to provide world class customer support.
• Ability to work in a team environment where diversity, knowledge transfer, and cohesiveness is promoted.
• Ability to work all shift schedules 7x24x365. On-call rotation as assigned.
• Previous applied work experience with computer server hardware systems running Windows or UNIX/Linux operating systems.
• Demonstrated basic understanding of network hardware equipment and TCP/IP networking principles.
• Ability to work collaboratively with customers, colleagues, and other service providers to plan and execute tasks.
• Ability to work independently and with limited supervision to complete assigned tasks.
• Demonstrated high standards for workmanship, organization, and cleanliness with tasks, equipment, and workspaces.
• Demonstrated good troubleshooting skills to investigate and resolve systems and infrastructure problems.
• Demonstrated strong customer service skills and maintain good relations with customers and colleagues.
• Demonstrated excellent verbal and written communications skills.
• Supplemental accreditations from established industry organizations such as Cisco (e.g. CCNA, CCNP), CompTIA (e.g. A ), Microsoft (e.g. MCSA, MCSE), Uptime Institute (e.g. AOS) are beneficial.

Physical Demands and Work Environment

• Physical ability to walk jobsites in uneven terrain.
• Provide personal transportation for meetings and job visits away from the office; reimbursed.
• Ability to work at heights and from ladders.
• Ability to regularly walk, use hands and fingers, handle or feel, reach with hands and arms, stoop, kneel, crouch or crawl.
• Regularly lift and/or move up to 75 pounds.
Respond to off hour emergency calls.

Visit us online at https://www.bgis.com/us/careers/ for more information.

Our company culture includes a robust mix of sound business practices and employee initiatives that promote personal and professional development, work/life balance, health and wellness and community involvement.

The Company is an equal opportunity employer. We believe every employee has the right to work in surroundings that are free from all forms of unlawful discrimination. We are committed to providing equal employment opportunity to all employees and applicants without regard to race, color, religion, gender, national origin, age, disability, ancestry, creed, marital status, sexual orientation, or Veteran or military status, genetic information or any other basis prohibited by local, state or federal law in the relevant jurisdiction. This policy applies to all terms and conditions of employment including, but not limited to employment, advancement, assignment, and training.

BGIS is committed to strengthening our diversity through recruiting and retaining minority and women professionals from all backgrounds. Our commitment is consistent with our recognition that it is the outstanding people within BGIS who have always been the source of our strength. We recognize that promoting diversity is an integral component of our continuing quest for organizational excellence.

This commitment to Equal Employment Opportunity is made equally as a social responsibility and as an economic and business necessity.

Anyone with questions or concerns regarding Equal Employment Opportunity should contact their direct supervisor or the Human Resources Department without fear of retaliation of any kind.

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