Expedient helps companies to transform their IT operations through award-winning cloud solutions and managed services. Named VMware's Americas Cloud Partner of the Year and acknowledged in Gartner's Magic Quadrant for Disaster Recovery as a Service, Expedient's solutions help to ease clients' transition to the cloud, enabling them to focus on strategic business innovation, while the Expedient team handles operation of the IT needed to support it.
We are hiring an overnight Tech Support Representative in our Cleveland Operations Support Center. This full-time position will be responsible for monitoring the systems, networks and services as well as taking requests, fielding job tickets and responding to questions from Expedient clients. This is a great tier 1 job opportunity for someone looking to get hands-on experience in a data center/networking/virtualization environment and start a career in IT with growth potential and professional development opportunities. This position has a shift of Sunday through Tuesday, alternating Wednesdays, from 7 p.m. to 7 a.m. EST. Flexibility to help provide backup coverage as needed is appreciated.
PLEASE NOTE:We are an essential business due to our support of clients in industries such as healthcare, financial services, public utilities and other critical infrastructure. Under the COVID-19 restrictions, the majority of our employees are currently working remotely. However, there are critical positions, such as this one, that require a physical presence, on-site in the data center. As a result, every effort is being made to ensure the protection of our employees and our job candidates in the data center.
Sponsorship is NOT provided. Principals only. Recruiters, please don't contact this job poster.
Process and prioritize incoming client phone calls, emails and job ticket questions and/or requests for service-related assistance
Utilize the trouble ticket system to log all requests and problems/resolutions including documentation of special requests and customizations considered important for future support
Monitor the operational support systems to proactively identify service impacting events relating to IT, network and facility conditions
Check in clients to provide them with physical access to their servers and equipment using a strict level of security protocol
Communicate with clients and internal staff at regular intervals to ensure expectations are set and that appropriate attention is being paid to client requests
Escalate problems to the appropriate engineering disciplines within the organization or external vendors as required to achieve resolution
Associate's degree in a technical discipline or equivalent work experience and industry technical certifications (for example: CCNA, CCENT, MCSE, CompTIA Network+, CompTIA A+, etc.)
Demonstrated level of competency with internet technologies including: principles of networking, Cisco, Juniper
Windows operating systemFamiliarity with basic UNIX commandsDNS and WEB services
Experience in a technical support or helpdesk role requiring client support
Strong analytical and independent problem-solving skillsProfessional and strong verbal communication skills
Ability to cover weekends or call-offs as needed
Ability to pass pre-employment screens
Ability to work 12-hour shifts
Sitting - stationary/seated position during the work day in order to check in visitors
Walking - must be able escort visitors to their equipment; must be able to walk the entire perimeter of the physical plant/data center several times during the shift in order to conduct hands-on assessments and to ensure building safety compliance by checking doors, checking temperature in various areas of the server room/data center
Lifting - frequently lifts lightweight items and occasionally lifts heavyweight materials such as equipment, parts, computer and server hardware
Dexterity - must be able to lock/unlock security cages, operate security kiosk and print out visitor badges, operate loading dock equipment; must be able to climb and balance oneself on a ladder, must be able to stoop, kneel, crouch and crawl into tight places to access computer hardware, to conduct safety checks, to move equipment, install equipment, etc. as required
BENEFITS TO WORKING FOR EXPEDIENT Expedient was awarded a Top Workplace for a fifth year in 2019. We make education and training available to our employees through a robust, employee-driven training and tuition reimbursement program. Additional benefits include generous paid time off, top-tier, affordable medical, dental, vision insurance, 401(k) retirement savings plan with a generous match and a paid day off to celebrate your birthday each year. Expedient is committed to providing its employees with an environment that promotes collaboration with both team and individual success.
To apply, please submit your resume and a cover letter explaining your interest. If this isn't the job for you, perhaps you have a friend who would be a perfect fit. Please share the following link so they can view/apply for this or any of our other current job opportunities: expedient.com/careers
Expedient is an equal opportunity employer, providing a safe, drug-free work environment. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status, disability, or any other characteristic protected by law.
Expedient is a cloud and data center infrastructure as a service (IaaS) provider with local operations in Baltimore, MD; Boston, MA; Cleveland, OH; Columbus, OH; Indianapolis, IN; Memphis, TN and Pittsburgh, PA. Converged solutions enable Expedient clients to focus on strategic business innovation, while a talented team of experts handles operating the information technology needed to support it. Learn more about us at expedient.com/careers.