What are the responsibilities and job description for the ITS Operations Center Technician I position at Conexess Group?
Our history:
From our start in 2009, Conexess has established itself in 3 markets, employing nearly 200+ individuals nationwide. Operating in over 15 states, our client base ranges from Fortune 500/1000 companies to mid-small range companies. For the majority of the mid-small range companies, we are exclusively used due to our outstanding staffing track record
Who We Are:
Conexess is a full-service staffing firm offering contract, contract-to-hire, and direct placements. We have a wide range of recruiting capabilities, from help desk technicians to CIOs. We are also capable of offering project-based work.
POSITION SUMMARY:
Operations role within the ITS Operations Center providing continuous infrastructure monitoring, structured data center walk-throughs, and first-line escalation triage. Works within a two-person 12-hour shift model to ensure safe, uninterrupted operations.
ESSENTIAL FUNCTIONS:
Infrastructure Monitoring
Qualifications:
On-site data center environment with frequent standing/walking, lifting up to 40 lbs, PPE adherence, and exposure to environmental noise; safe work practices required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job responsibilities.
The position is: On-site
From our start in 2009, Conexess has established itself in 3 markets, employing nearly 200+ individuals nationwide. Operating in over 15 states, our client base ranges from Fortune 500/1000 companies to mid-small range companies. For the majority of the mid-small range companies, we are exclusively used due to our outstanding staffing track record
Who We Are:
Conexess is a full-service staffing firm offering contract, contract-to-hire, and direct placements. We have a wide range of recruiting capabilities, from help desk technicians to CIOs. We are also capable of offering project-based work.
POSITION SUMMARY:
Operations role within the ITS Operations Center providing continuous infrastructure monitoring, structured data center walk-throughs, and first-line escalation triage. Works within a two-person 12-hour shift model to ensure safe, uninterrupted operations.
ESSENTIAL FUNCTIONS:
Infrastructure Monitoring
- Monitor carrier notifications, circuit alarms, and SD-WAN/edge alerts
- Open and track carrier trouble tickets to resolution with documented follow-ups at defined intervals
- Execute predefined troubleshooting steps from approved runbooks
- Validate impacted Configuration Items (CIs) and facilities; coordinate vendor smart-hands as directed
- Draft and send standardized outage communications using approved templates and subscriber lists
- Perform daily walk-throughs to identify environmental, power, or hardware anomalies
- Inspect cooling units per row, rack lights (amber/error), and fire suppression panels; validate cage/security
- Weekly: verify Veeder-Root leak detection pass status; check generator fuel/containment; review UPS/ATS alerts; walk IDFs
- Monthly: complete UST/fuel/environmental documentation; review UPS event logs; file compliance records
- Triage escalations from Enterprise Service Desk and Acute Support
- Validate priority, CI, impacted service, and business urgency; resolve via KB where possible
- Capture required details and route accurately to next-level teams
- Maintain shift logs and turnovers; follow SOPs/runbooks consistently
- Escalate risks promptly; ensure accurate documentation and communications
Qualifications:
- On-site role; 12-hour Panama rotation including nights/weekends/holidays
- Works as part of a two-person shift team (Option 1)
- Vocational/Community College certificate or Associate degree in IT or related field
- Basic networking (circuits, WAN/LAN)
- OS familiarity (Windows/Linux)
- Ticketing tools (ServiceNow or equivalent)
- Clear written/verbal communication
- Detail orientation and SOP discipline
- Team mindset; ability to work 12-hour rotations
On-site data center environment with frequent standing/walking, lifting up to 40 lbs, PPE adherence, and exposure to environmental noise; safe work practices required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job responsibilities.
The position is: On-site