About The Opportunity
Netrix Global is looking for a Technical Operations Center Tier I Support Technician who will participate in day-to-day operations and fulfill duties of the Data Center and customer support. The responsibilities include monitoring and escalation/troubleshooting of alerts and events, assisting hosted customers, monitoring facilities security, provisioning of services and hardware as well as assisting in maintenance of the Data Center equipment. This role will report to the Technical Operations Center Team Lead.
How You Will Make An Impact
- Tier 1 Support Technicians will need to be able to multi-task and prioritize their workload in an independent manner.
- Handle tickets for customer support, perform operational tasks, assist in projects, and customer implementations as assigned.
- Perform physical server builds and decommissions as per SOPs.
- Assist in customer documentation and deployment.
- Perform racking and stacking of hardware, cross-connects, patching, and labeling per data center standards.
- Demonstrate basic knowledge of network systems, topology, and troubleshooting.
- TCP/IP, DNS, firewall, switches, routers, switch stacking, HA, DR, and DRaaS.
- Assist customers with on-site work as needed including being interactive with customers and visitors to confirm access credentials.
- Provide remote hands assistance for customers or remote technicians.
- Demonstrating basic working knowledge of troubleshooting and response procedures associated with all alarms, alerts, and notifications from all monitoring systems, including fire, security, power, and HVAC.
- Participate in escalation events, act as the local point of contact as needed, understand the escalation paths both locally and globally, be familiar with customer SLAs, provide escalation and communicate status in accordance with the primary POC and the SOP.
- Following directions in assistance of Data Center systems maintenance including PDU installation, power circuit auditing, lighting upkeep, and rudimentary CRAC unit management.
- Work with outside resources to facilitate provisioning as well as participate in assisting Netrix Global, LLC contracted third parties.
- Maintain Data Center Inventories, spare equipment, device RMAs and other required procedures.
- Responsible for shipping/receiving of data center equipment.
- Deliver exceptional customer service.
- Other duties as assigned.
What You Will Bring To The Table
- Knowledge of A+, Network+, Security+, and Linux+ certifications, or working experience is highly recommended.
- Minimum 2 years of experience of ticketing systems i.e. Footprints, ServiceNow, ZenDesk, required.
- Minimum 2 years of strong technical troubleshooting experience while providing quality service to customers.
- Experience with RMM and Network monitoring tools i.e., Auvik, LogicMonitor, ConnectWise Command, N-Able, etc.
- High-School Degree/GED required. Associate's Degree in a Computer Science related major and higher is preferred.
- Knowledgeable in VMWare, Active Directory, and Datto.
- Experience with iSeries monitoring system a plus.
- Experience with assembling, deploying and troubleshooting, PC, server hardware and/or network devices required.
- Experience with installing, modifying and troubleshooting server operating systems and other software preferred.
- Working understanding of best practices of data center management preferred.
- Experience with network topography and protocols preferred.
- Experience of data center cooling/HVAC systems and equipment a plus.
- Experience of datacenter electrical systems, power deployment and usage, including backup systems a plus.
- Must possess a strong customer service attitude and interpersonal skills.
- Must possess excellent written and verbal communication skills.
- Proven ability to execute multiple tasks efficiently and effectively required.
- Proven ability to work effectively in a team environment required.
- Demonstrated flexibility, organization and self-motivation required.
Key Position Details:
- Work Days: Sunday - Thursday 8 am - 4 pm EST Work Hours. First 1-2 months will be Mon-Fri 1st shift for training.
- Expected to work on-site at Wyomissing, PA Data Center; occasional work-from-home opportunities.
About Us
At Netrix Global our values are the philosophies and principles that we live by. They support our vision, help us achieve our goals and commit us to a common purpose.
We Own Outcomes, Win Together, Make An Impact, Enjoy The Journey, and Respect All!
Netrix Global is a mission-driven organization with the goal of providing the people, processes, and technology needed to run and scale modern, data-driven businesses that are always on and always secure. Our breadth of capabilities allows us to provide holistic offerings that solve even today’s most complex business challenges, delivering to you an integrated, optimized, and future-proof solution.
We work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries. Netrix is consistently ranked in the CRN VAR500, detailing the country’s top system integrators.
At Netrix, we’re driven to solve business problems with innovative technology solutions. We focus on end-users and are committed to client satisfaction.
What You Can Expect From Us
We offer a competitive compensation package, comprehensive group benefits to meet the needs of you and your family, flexibility, and time off when you need it, and a casual work environment. The role can be remote/home office, with some travel required.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need reasonable accommodations, please let us know by contacting NetrixHR@Netrixglobal.
To learn more about Netrix Global please go to www.netrixglobal.com
