Iron Mountain GNOC Specialist, Data Center - Remote in Denver, Colorado
At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world. Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesn’t just embrace what’s exceptional. It creates exceptional.
The Iron Mountain Data Center Global Network Operations (GNOC) team is seeking technically talented, customer service experienced and driven individual 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.
Provides Level 1 support to internal and external customers with a high degree of customer service, quality and expertise via phone, chat, email, tickets.
Monitor local and remote colocation facilities resources including electrical equipment, compute and network infrastructure equipment and network monitoring applications.
Intake customer calls and requests via phone, chat, email, tickets
Monitor local and remote data center colocation infrastructure environments, reacting appropriately to ensure disruption is avoided or minimized
Monitor compute and networking infrastructure, reactive appropriately to ensure disruption is avoided or minimized
Support basic troubleshooting for end users experiencing ticketing portal access issues
Triage and/or disseminate service requests based on ticket management workflows and documented procedures
Monitor and support cross-functional procedures, tools and systems for the detection of incidents, expedient impact assessment, proper assignment and escalation
Maintain working knowledge of customer confidentiality and security best practices
Responsible for 24-hour operational support and on call rotation or emergency coverage.
Key Skills, Requirements and Competencies:
ITIL Foundations, Service Desk or Data Center related certifications, IT Security, Comp TIA Certifications preferred
Must be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
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.
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
Excellent written and verbal communication skills
Ability to effectively prioritize tasks and documented procedures to support internal OLAs, customer requests, monitoring alarms received
Ability to escalate complex issues to the appropriate resource; ability to follow established escalation procedures.
Customer advocate with strong customer service experience
Must have the ability to take a proactive approach to key responsibilities while exercising the ability to independently make decisions "on the fly"
Must have critical thinking skills and the ability to take logical approaches to problem solving
Must possess the ability to work with or without direct supervision and follow documented procedures
Maintain a working knowledge of technical and functional responsibilities of the IT Service Desk and of general data center operations
Proactive communications skills to support remote team work and coordination
Working knowledge of common operating systems and software applications (including G-suite)
Must be able to work in a 24X7 shift environment with a flexibility to work diverse schedules
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: Information Technology Group
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