As a member of CoreSite’s Operations Support Center (OSC) team, the OSC Technician will be responsible for ticket and request management, customer and staff inquiries, as well as monitoring a wide variety of systems and devices on various platforms under the direction of the Operations Supervisor or Manager within their organizational area of responsibility.

We are currently hiring for each of the following shifts:

Swing Shift - 6:30pm - 3:00am Sunday to Thursday

Overnight Shift - 2:30am to 11:00am Sunday to Thursday

Duties:

This position is considered technical position, and will require approximately 85% of the technician’s time dedicated to the following technical duties:

• Manage Trouble Tickets, Remote Hands Requests and Building Service Requests through resolution.
• Manage and complete work order provisioning as needed while on shift.
• Review/Implement maintenance requests and analyze for risk to customers from a global perspective
  • Ensure adherence to listed protocols in the standard operating procedure for maintenance and notifications
  • Work with the local field operations team to adjust the schedule as appropriate to maximize uptime while accomplishing the scope
• Perform daily audits of data transport equipment to ensure accurate monitoring and provisioning.
• Responsible for tier 1 trouble shooting on the CoreSite customer facing network.
• Responsible for notifying customers, management and facility teams of alarms and service impacting events.
• Manage facilitation of a high severity incident bridge
  • Determine appropriate resources to engage and notify to join the bridge
  • Provide OSC incident notifications to the appropriate groups impacted
  • Deliver internal incident broadcast to Senior Management
  • Maintain incident records during an event
• Provide day-to-day customer support.
• Perform other duties as specified in the Standard Operating Procedures and/or as directed by CoreSite Management.
• Promote and demonstrate the behaviors consistent with CoreSite’s culture and 8 Guiding Principles.
• Special projects as assigned.

• Assist in monitoring CCTV, alarm and access/control systems.

Requirements

Knowledge, Skills & Abilities:

• Familiar with telecommunications, ticketing systems, and escalation procedures.
• Knowledge of T-1/E-1, DS-3, Fiber, Ethernet, SONET and other communication circuit types in a data center environment.
• Candidate must have general understanding of basic mechanical and electrical systems (HVAC, UPS, ATS, Generator, CRAC/CRAH).
• Excellent documentation and note-taking skills.
• Must be able to type 50 wpm; general computer skills are essential.
• Familiar with a data center environment and controls.
• Excellent customer interaction skills.
• Good troubleshooting and problem solving skills.
• Proficient with Microsoft Excel, Word and Outlook.
• Familiar and comfortable working with Command Line Interfaces.
• Willingness to learn in a fast-paced, often changing environment, adapts well to new processes and procedures.
• Proven ability to work independently with little supervision. Takes initiative to complete tasks that need to be addressed.
• Ability to work well under pressure with the ability to multitask.
• Strong verbal and written communication skills.
• A flexible schedule with the ability to work non-standard business hours.
• A strong work ethic and accountability to deadlines.

Education/Experience:

• Two years work experience in a technical capacity, prior experience in a Network Operations Center (NOC) or Data Center Operations strongly preferred.
• High school diploma or equivalent required.
• Ability to stand 1/3 – 2/3 of the time
• Ability to walk 1/3 – 2/3 of the time
• Ability to sit 1/3 – 2/3 of the time
• Ability to climb and balance 1/3 – 2/3 of the time
• Ability to stoop, kneel, crouch and crawl 1/3 – 2/3 of the time
• Ability to reach with hands & arms 1/3 – 2/3 of the time
• Ability to smell, talk & hear
• Ability to use hands to type, handle & feel
• Ability to reach with hands and arms
• Ability to see at close and distance ranges and the ability to see color
• Must be comfortable working in a high stress, fast paced environment with shifting priorities
• Must be willing to work outside normal business hours, including weekends, late nights, holidays, and on-call support
• Ability to lift up to 50 pounds 1/3 of the time

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Compensation:

Compensation for this role includes a base salary between $55,000 and $70,000 and will vary based on experience. This role is also eligible for an annual bonus and equity, based on individual and company performance.

Benefits

Not only does CoreSite have a fun, team-focused work environment, but we also offer great benefits!

• Medical and Vision coverage through Cigna Heath Care
• Telemedicine through MDLive
• Dental Insurance through Delta Dental
• Life Insurance and Short-Term & Long-term Disability Insurance fully paid by the company
• Voluntary coverage benefits for Life and AD&D, Critical Illness, Accident Coverage, and Hospital Indemnity
• Medical and Dependent Care Flexible Spending Account (FSA) Plans and Health Saving Account (HSA) Plans
• 401(k) retirement savings plan with a generous company contribution
• Discretionary Annual Bonus and Equity Incentive Plan
• 15 days of Flextime
• 11 paid Company Holidays and Floating Holidays
• School Visitation and Elder Care Paid Time
• Parental Leave
• Free parking or a company contribution toward a public transit pass

Applicant Privacy Notice: CoreSite is committed to protecting the privacy and security of personal information submitted by applicants. The California Consumer Privacy Act (CCPA) requires us to provide you information about our personal information handling practices. As a result, we’re providing this Privacy Notice that describes how we collect, use, share, and update personal information from individuals who wish to be considered for employment with CoreSite. To read the Applicant Privacy Notice, please go to https://www.coresite.com/applicant-privacy-notice.