OSC Technician - Swing (VA1) (1708) (Finance)
About Coresite
At CoreSite, we empower a more connected future through high-performance data centers and interconnection solutions. Recognized as a trusted partner in digital transformation, our strategically located facilities and innovative services enable businesses to connect, collaborate, and grow in an ever-evolving technological landscape.
Our culture is defined by operational excellence and a relentless drive for innovation. We foster a collaborative environment where every team member is valued, wins are celebrated as a team, and ownership is part of our DNA. At CoreSite, we're not just building state-of-the-art infrastructure-we're creating a community of forward-thinkers committed to solving complex challenges and delivering exceptional customer experiences.
At CoreSite not only are we Committed to Excellence, but we also Build Connections, Own It, Do the Right Thing, Have Fun, and Win as a Team. Join us and be part of a team that is shaping the future of digital infrastructure while nurturing your professional growth and success.
Operations Support Center Technician's Role:
As a member of CoreSite'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.
The position is for our Swing Shift, 3:30pm-12:00am PST, Sunday - Thursday.
Duties:
This position is considered 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 trouble shooting on the CoreSite customer facing network.
- 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 Management
- Maintain incident records during an event
- Assist in monitoring CCTV, alarm and access/control systems.
- Provide day-to-day customer support.
- Perform other duties as specified in the Standard Operating Procedures and/or as directed by CoreSite Management.
- Promote and demonstrate the behaviors consistent with CoreSite'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.
Education/Experience:
- 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.
Physical Demands:
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 balance 1/3 - 2/3 of the time
- Ability to stoop, kneel, crouch and crawl 1/3 - 2/3 of the time
- Ability to reach with hands & arms 1/3 - 2/3 of the time
- Ability to smell, talk & hear
- Ability to use hands to type, handle & feel
- Ability to reach with hands and arms
- Ability to see at close and distance ranges and the ability to see color
- Must be comfortable working in a high stress, fast paced environment with shifting priorities
- Must be willing to work outside normal business hours, including weekends, late nights, holidays, and on-call support
- Ability to lift up to 50 pounds 1/3 of the time
- First-day medical insurance through Cigna with generous premium cost coverage
- Dental insurance through Delta Dental
- Vision insurance through VSP
- Telemedicine through MDLive for Cigna
- Healthcare and dependent care flexible spending account (FSA) plans
- Health saving account (HSA) plans for employees participating in the High Deductible Health Plan
- Life, AD&D, short-term disability, and long-term disability insurance fully paid by the company
- Voluntary coverage benefits for supplemental life, critical illness, accident, and hospital insurance
- First-day eligibility for 401(k) savings plan through Fidelity, which includes an attractive matching company contribution with a 5% company match
- Discretionary annual bonus and equity incentive plan
- Employee stock purchase plan (ESPP) with a 15% discount
- 16 days of paid time off (PTO)11 paid company holidays and additional floating holidays
- Additional paid time off for school events, elder care, volunteering, bereavement, jury duty, voting, parental leave and disability leave
- Free parking or a company contribution toward a public transit pass
Additional Perks
- Wellness Reimbursement Program: Yearly stipend of $500 for employees and $300 for dependents, up to $800 total for the family
- Wellness Incentive Program: Participate in various wellbeing activities to earn up to $450 per year in cash incentives
- Technology Stipend: $100 monthly stipend
- Educational Reimbursement Program: Work-relatedlearning and development with reimbursement on qualifying degree programs, up to $5,250 per year
- Giving Back: Charitable donation matches up to $5,000 per year and nominate organizations for Company Foundation grants
- Financial Management: Access to financial coaching, digital tools and services to manage and pay student loan debt quicker
- Pet Insurance: Keep your furry friends healthy and happy
- Family Planning: Benefits and services related to fertility, pregnancy, menopause, adoption and surrogacy
- Employee Assistance Program: 24x7 service to support family, work, money, health, legal and lifechallenges
- Counseling and Caregiving Programs: Including access to mental health services, licensed counselors, and caregiving tools including membership for finding care.
- Referral Bonus: Receive a $3,000 cash bonus if referred candidate is hired and meets eligibility requirements
- Discounts: Discounts, cash back offers and perks on thousands of brands
- LinkedIn Learning Membership: Support your development when accessing LinkedIn's online library of courses and videos
General Statements -
Applicants must be currently authorized to work in the United States on a full-time basis. The employer will not sponsor applicants for work visas.
Please note that all offers of employment are contingent upon the successful completion of a background check and, where permitted by law, a 5-panel drug test conducted after the offer letter is signed, which will screen for THC, opiates, PCP, cocaine, and amphetamines. Thank you for your understanding and cooperation.
Applicant Privacy Notice: CoreSite is committed to protecting the privacy and security of personal information submitted by applicants. The California Consumer Privacy Act (CCPA) requires us to provide you information about our personal information handling practices. As a result, we're providing this Privacy Notice that describes how we collect, use, share, and update personal information from individuals who wish to be considered for employment with CoreSite. To read the Applicant Privacy Notice, please go to https://www.coresite.com/applicant-privacy-notice.
Unauthorized reproduction or distribution of this job posting on external sites is prohibited without prior written consent from CoreSite. We are not responsible for any postings or offers not originating from our official channels or approved partners.
