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About the role
The analyst acts as the primary point of contact for customer support and manages ticket queues to ensure timely resolution. They are also responsible for monitoring critical facility systems, including power, cooling, and network infrastructure, while coordinating incident responses.
What they look for
Requirements
Candidates should have a college education and experience in a call center or helpdesk environment. Proficiency in Windows, Mac, and iOS systems is required, along with strong interpersonal and organizational skills.
Full description
Position Summary
The Data Center Support Analyst is responsible for the managing to operational integrity of the H5 Data Centers portfolio of Data Centers. Additionally, they are responsible for acting as a single point of contact for all customer engagement daily, handing incoming calls, ticket processing, incident management & coordination. Secondly, they will monitor the health of all critical systems including building management, fire control, camera surveillance, access control, and network, responding to incidents and initiating escalations. The candidate must be willing to work shifts and weekends.
Essential Job Functions
- Customer Support
- Primary point of contact for customer requests via phone, e-mail, & portal.
- Processing requests and engaging with subject matter experts as appropriate.
- Administer ticket queues to ensure regular and timely updates through resolution and adherence to SLA’s.
- Primary focal point for Incident management & escalations.
- Facility Monitoring
- Monitor the health of building critical systems via BMS.
- Power
- Cooling
- Fire systems
- DCIM
- Monitor the health of access control, camera surveillance.
- Monitor the health of critical IT systems.
- Network
- Servers
- Perform Incident coordination in the event of a significant incident.
- Escalate to senior management & SME’s
- Set up crisis bridge (if appropriate)
- Send out advisories
- Coordinate restoration with on-site personnel
Qualifications
Education:
- College education.
Experience:
- Experience in a call center / helpdesk environment / customer support role.
- Customer service experience.
- IT System qualifications would be a bonus.
- A comprehensive understanding of the data center best practices and standards would be a bonus.
Skills and Abilities
- Excellent interpersonal and communication skills (written and oral).
- Competent in the use of Windows, MAC and IOS systems.
- Willing to adapt to new ideas and concepts.
- Organizational and time management skills.
- Must be a self-starter, able to work in a fast paced constantly changing environment.
- The ability to work well in a team environment or independently with minimal supervision.
