Data Center Gnoc Specialist (6Am - 4Pm) Mst - Remote

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you’ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you’ll be part of a global workforce that embraces the differences among us. And here, we’ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can’t wait to hear about YOU.

The Iron Mountain Data Center Global Network Operations (GNOC) team is seeking technically talented, customer service experienced and driven individuals to join our Global Network Operations (GNOC) team. The GNOC Specialist is the first level of customer support, facility monitoring, Incident support and escalation. The Specialist must understand customer service etiquette, follow documented process and procedure, take a proactive approach towards system monitoring, incident reporting, and resolution, while maintaining service level agreement (SLA) and operation level agreement (OLA) timelines.

Responsibilities:

• Support basic troubleshooting for end users experiencing ticketing portal access issues
• Monitor and support cross-functional procedures, tools and systems for the detection of incidents, expedient impact assessment, proper assignment and escalation
• Triage and/or disseminate service requests based on ticket management workflows and documented procedures
• Maintain working knowledge of customer confidentiality and security best practices
• Responsible for 24-hour operational support and on call rotation or emergency coverage.
• Monitor compute and networking infrastructure, reactive appropriately to ensure disruption is avoided or minimized
• Monitor local and remote colocation facilities resources including electrical equipment, compute and network infrastructure equipment and network monitoring applications.
• Monitor local and remote data center colocation infrastructure environments, reacting appropriately to ensure disruption is avoided or minimized
• Provides Level 1 support to internal and external customers with a high degree of customer service, quality and expertise via phone, chat, email, tickets.
• Intake customer calls and requests via phone, chat, email, tickets

Key Skills, Requirements and Competencies:

• Maintain a working knowledge of technical and functional responsibilities of the IT Service Desk and of general data center operations
• Must be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
• Working knowledge of common operating systems and software applications (including G-suite)
• Candidate should possess strong interpersonal skills and the ability to work with a variety of entities at all levels and across all functions of the organization
• Must have the ability to take a proactive approach to key responsibilities while exercising the ability to independently make decisions "on the fly"
• Excellent written and verbal communication skills in English. Able to both create and understand complex instructions both in the ticketing system and over the phone. Proficiency in written and spoken American English at the following levels or greater (or the equivalent): CEFR = Greater than B2; LinkedIn = Professional working proficiency; ACTFL = Advanced Mid
• Ability to build and maintain effective working relationships in a matrix environment through effective communication to coordinate with fellow GNOC Specialists for daily issues, reported Incidents and encourage team work.
• ITIL Foundations, Service Desk or Data Center related certifications, IT Security, Comp TIA Certifications preferred
• Preferred skills include: strong working knowledge of physical datacenter infrastructure specifically Power Deployment Systems (UPS, PDUS, Power panels etc), Cooling systems (Chillers, HVAC, Air Handlers etc), Physical cabling ( CAT5/6, SM/MM Fiber), and fire/life safety systems.
• Must possess the ability to work with or without direct supervision and follow documented procedures
• Proactive communications skills to support remote team work and coordination with other team members in other global locations
• Customer advocate with strong customer service experience
• Ability to effectively prioritize tasks and documented procedures to support internal OLAs, customer requests, monitoring alarms received
• Must be able to work in a 24X7 shift environment with a flexibility to work diverse schedules and hours
• Ability to escalate complex issues to the appropriate resource; ability to follow established escalation procedures.
• Must have critical thinking skills and the ability to take logical approaches to problem solving

Education:

• University Degree in a related field or Min 5 years of Datacenter Colocation support work

\#Remote

Disclaimer: This job description is not meant to be an all-inclusive statement of every duty and responsibility of the jobholder. Certain features of this job are described in the above headings, but are not necessarily limited to the above written statements. They may be subject to review. All positions within Iron Mountain may include other duties as assigned.

US : Iron Mountain is an equal opportunity employer, and does not discriminate on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, marital status, age, sexual orientation, disability, veteran status or other legally protected classifications under applicable federal, state, or local laws in making employment decisions.

Category: Customer Support

Iron Mountain Incorporated, founded in 1951, is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world in approximately 50 countries, Iron Mountain stores and protects billions of valued assets, including critical business information, highly sensitive data, and cultural and historical artifacts.

Providing solutions that include information management, digital transformation, secure storage, secure destruction, as well as data centers, cloud services, and art storage and logistics, Iron Mountain helps customers lower cost and risk, comply with regulations, recover from disaster, and enable a digital way of working.

Our Cores Values and Code of Ethics are our north star. They provide a solid base for how we do business and behave every day, so each one of us can experience exceptional.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to [email protected]. See the Supplement to learn more about Equal Employment Opportunity.

Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.

To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE

Requisition: J0059750