OSC Technician

About Core Site:
Core Site is a leading colocation data center company providing the space, power, cooling and connectivity that businesses rely on to operate and grow. Our data centers bring dozens of organizations together under one roof, supporting the technology and services that keep our world connected. Our people are at the heart of everything we do, bringing the expertise, ideas and commitment that power our business and help our customers succeed.

With a culture built on collaboration, ownership, and operational excellence, Core Site is a place to make an impact.

As a member of Core Site'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.

• Tuesday - Saturday 7:30am - 4:00pm PST

This position is considered a 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 commissioning and decommissioning on the Core Site customer facing network as well as trouble fault analysis.
• 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 Leadership
  • Maintain incident records during an event
• Monitor and troubleshoot network and facility alarms to include, access and control systems.
• Provide day-to-day customer support.
• Perform other duties as specified in the Standard Operating Procedures and/or as directed by Core Site Management.
• Promote and demonstrate the behaviors consistent with Core Site's culture and 8 Guiding Principles.
• Special projects as assigned.

• 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.

• 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.

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.

• 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…