Managed Services Technician

    • Job Tracking ID: 512320-703543
    • Job Location: Grand Rapids, MI
    • Job Level: Any
    • Level of Education: Any
    • Job Type: Full-Time/Regular
    • Date Updated: September 24, 2019
    • Years of Experience: Any
    • Starting Date: ASAP
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Job Description:

US Signal is a leading data center services provider, offering secure, reliable network, cloud hosting, colocation, data protection, and disaster recovery services — all powered by its expansive, robust fiber network. US Signal also helps customers optimize their IT resources through the provision of managed services and professional services.

We are seeking a Managed Services Technician - Nights to join our team in Grand Rapids, Michigan.

The Managed Services Technician provides support for US Signal’s cloud and managed services customers. The Managed Service Technician works to ensure that our customers are receiving the highest possible levels of services and support.

The position proactively monitors and maintains customer server workloads, network devices, backups, and playbooks. In addition, the position is responsible for analyzing, diagnosing, and resolving or escalating issues in a reactive manner. Support issues will come to the Managed Service Technician both by customer-initiated support calls and system generated alarms.

The Managed Services Technician reports to the Managed Services Supervisor and may take direction from more senior members within Professional Services Team.

This position is required to cover scheduled and unscheduled Managed Services Technician absences for similar and alternate shifts, including nights and weekends.

Functions/Responsibilities:

  • Ensure that our customers’ IT needs are being satisfied with an intense focus on customer service.
  • Create trouble tickets for incoming customer calls or alarms in a Network Operations Center environment.
  • Monitor customer server workloads and backups using management and monitoring tools.
  • Troubleshoot and remediate issues within the customer’s environment.
  • Perform routine and emergent duties within US Signal’s data protection suite of services.
  • Cooperatively test and work with external vendors, partners and other US Signal departments to troubleshoot and support customer services.
  • Stay current with IT technologies that pertain to US Signal products and services.
  • Other projects as assigned by US Signal Management.

Experience and Skills:

Competencies:

  • Must maintain a fierce dedication to customer service.
  • Detail-oriented with good troubleshooting skills.
  • Excellent communication and organization skills.
  • Hands-on experience with Windows Server 2008/2012/2016 and Linux.
  • Solid understanding of LAN/WAN and TCP/IP technologies.
  • Familiarity with other services such as Active Directory, DNS, DHCP, VPN.
  • Familiarity with disaster recovery, backups, and retention concepts.
  • Experience with vCloud Director or other VMware virtualization.
  • Willingness and ability to work an overnight schedule.

Education:

Certifications or a B.S. in Computer Science or related field is a plus but not required.

Experience:

2 or more years’ experience administering or supporting Microsoft servers and applications in an enterprise setting is required.

Working Conditions and Physical Demands:

This position operates in a variety of environments. The majority of the time is spent in a professional office environment and this role routinely uses standard office equipment.

Required License(s)/Certification(s):

Valid, active driver’s license with a good driving record as defined by the Company’s current insurance provider.

 

All US Signal employees will comply with US Signal Information Security policies to ensure the confidentiality, integrity, and availability of US Signal and customer data. All employees are responsible to ensure actions comply with state and federal regulations and requirements.

We offer a competitive compensation and benefits package including a 401k plan with a match. If you are looking to be part of a dynamic team, please apply now.

Equal Opportunity Employer