Operations Technician

Department: Customer Operations 
FLSA Status: Non-Exempt
Job Location: Site Specific
Shift: M - F, 8 AM - 5 PM
Reports to: Operations Site Manager

OVERVIEW 

Element Critical is seeking to add an Operations Technician I who aligns with our company values of accountability, integrity, grit, and problem-solving.

The Operations Technician will support critical infrastructure operations. This position will be responsible for site security, shipping and receiving, customer support via ticketing systems, and hands-on technical assistance in network and infrastructure installations. You will play a key role in maintaining operational uptime, responding to alerts, and providing excellent customer service

RESPONSIBILITIES

Responsibilities will include, but not be limited to, the following:

• Perform Site Security functions, including visitor site access check in, badge processing and reconciliation, and access control system enrollment.
• Process Site Access Request NetSuite cases.
• Process Shipping and Receiving NetSuite cases. Handle package deliveries, document chain of custody and alert Site or Delivery Manager of deliveries. 
• Monitor NetSuite case queues, dispatch and acknowledge customer requests.
• Monitor and acknowledge BMS and NMS alerts, create NetSuite cases for critical alarms.
• Create customer communication maintenance and event notifications. Track maintenance notification life cycle with timely response to In Progress and Completion customer notifications.
• Assist with service order installation and network circuit troubleshooting.
• Assist installation of cage, cabinets, ladder rack, and fiber tray.
• Assist with copper and fiber cross connect installation, testing and labeling.
• Perform remote hands services for clients including hardware installation, power strips, rails, cable management and client equipment reboot.
• Handle the expedient resolution of all escalations and emergency response requests.
• Report status through ticketing system, shift reports and email.
• Maintain accurate records and document all problems including site computerized facility record databases and service order systems

REQUIREMENTS & QUALIFICATIONS

The ideal candidate will possess the following:

• High School diploma or equivalent and 2 - 4 years Security Operations, Data Center Operations and Customer Service experience.
• Knowledge of Security System hardware and software, Data Center Monitoring applications, Help Desk Tools, Critical Operations infrastructure.
• Proficient in MS Excel, Word, and Outlook.
• Good verbal and written communication.
• Possess the ability and desire to learn and take on additional responsibilities

PHYSICAL REQUIREMENTS

The physical demands listed below must be met for the employee to perform essential job functions of the position.

•  Must be able to remain in a stationary position for a prolonged period such as sitting or standing.
• Must be able to move within the office space, data center, and outdoor areas of the facility when required.
• Must be able to perform movements such as kneeling, bending, crouching, and use of hands to touch/feel machinery, tools, and equipment.
• Must be able to operate office machinery and equipment.
• May be required to occasionally lift or move objects that weigh up to 65 lbs