Listing evidence and provenance
- Source
- Workday View original listing
- Freshness
- Open in the current public read path; this is not an employer guarantee.Last observed October 8, 2026
- Classification
- Modern power-system classification not yet published for this listing.Legacy source industry field: Not Specified
- Pay provenance
- Estimated benchmark; not employer-provided
Job Description
Certifications: None
Key Responsibilities
- Respond to and open tickets for all incoming calls, e-mail and alerts generated from monitoring platform
- Monitor e-mail queue and log all e-mails within the ticketing system
- Monitor ticket queue and follow-up on open tickets within designated time frame
- Maintain proper escalation procedures Evaluate Communicate Use independent thinking for resolution for level 1 alerts Escalate issues when appropriate
- Act as “Smart Hands and Feet” for client requests
- Perform Level 1 response on Windows servers for non-managed and managed clients Level 1 response consists of initial troubleshooting of incidents reported by the client or the monitoring platform: Initial troubleshooting of incidents Reboot Hardware swap Setting up new customers
- Review and understand the change & problem management processes
- Provide regular feedback to the client on outstanding requests
- Report process failures to the supervisor (i.e. lack of updates)
- Manage client communications and set appropriate expectations (i.e. delivery date)
- Coordinate outage schedules and change documentation
- Provide clear shift turnover communication
- Install customer orders including cabinet or cage setup, office setup, cross-connects and cable tests.
- Assist in supply management of enclosures, cage materials, tools, fasteners, and fiber/copper cabling.
- Troubleshoot issues related to the critical cabling infrastructure using test equipment. Ability to certify a circuit end to end with test equipment Performing next steps of repair/replacement of issue at hand
- Perform related services including, but not limited to, janitorial, inventory and internal department tasks.
- Assume the role of change & problem resolution owner and notification point for service requests
- Engage next level support staff using established processes
- Build circuits in online database network management tool, perform circuit audits and assist in special projects as required.
Requirements
- Demonstrated desire to provide the highest levels of customer service
- Cheerful and enthusiastic attitude
- Strong verbal and written communication skills
- Good problem solving, decision-making skills
- Strong PC skills including word processing and spreadsheets
- Ability to learn quickly and develop new product skills independently
- Ability to manage multiple projects and shifting workloads in a fast-paced environment
- Knowledge of reflectance, length and decibel loss within test equipment
- Knowledge of Visio, AutoCad a plus
- Knowledge of ITIL framework and service level standards a plus
- Willingness to adjust hours as required by the business to include being onsite for extended hours during emergency situations such as hurricane
- Willingness to work on call rotation
- Experience/Skills: 3-5 years customer service experience in a technology company and/or 2 years technical experience in a customer-centric company
- Education: Minimum education requirement of High-School diploma or GED equivalent. College degree preferred but will consider applicants with equivalent work-related experience
Ready to Apply?
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