I.T Operations Center Technicial Level II - Evenings

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:

Intermediate role within the ITS Operations Center handling complex triage, advanced smart-hands, carrier/vendor lifecycle management to SLA closure, and mentoring Technician I staff. Operates within two-person 12-hour shifts to sustain compliance and resiliency.

ESSENTIAL FUNCTIONS:

Monitoring & Vendor Management

• Lead carrier ticket lifecycle: investigate, escalate per playbooks, document follow-ups every hour, drive to resolution
• Execute advanced smart-hands: patching, optics swaps, console access, demarc testing under engineer direction
• Validate CI accuracy and remediation steps; ensure proper outage communications

Data Center Operations & Compliance

• Own monthly compliance record submission; audit SOP/runbook adherence; recommend improvements
• Support after-hours change window monitoring; act as on-site observer and log outcomes

Incident Support

• Support major incident bridges: capture timeline, ensure ticket hygiene, facilitate warm handoffs
• Provide coaching to Technician I on troubleshooting and documentation standards

QUALIFICATION, EDUCATION, KNOWLEDGE, SKILLS:

Qualifications:

• On-site role; 12-hour Panama rotation including weekends/holidays
• Works as part of a two-person shift team (Evening Shift 7:00 PM to 7:00 AM)

Education:

Vocational/Associate degree in IT or related (Bachelor's preferred)

Knowledge:

• Client/EMS, UPS/ATS familiarity
• Network troubleshooting and vendor coordination
• Service management tooling (Service Now or equivalent)

Skills:

• Strong troubleshooting and disciplined documentation
• Effective vendor coordination
• Ability to coach junior technicians
• Calm under pressure

WORK ENVIRONMENT AND TRAVEL REQUIREMENTS:

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