Control Room Technician – Critical Environments

JLL; North Charleston (SC); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Snacks & beverages

Job summary

JLL in Charleston is seeking a Control Room Technician to monitor and maintain the health of data center networks and systems. You will respond to alerts, troubleshoot issues, and coordinate with technical teams to ensure 24/7 uptime.

You will manage incident communication, document actions, and support incident management, root cause analysis, and performance reporting across multiple sites, while following policies and procedures. The role requires rotating shifts including nights and weekends.

Qualifications

• Proficiency with alarm monitoring systems and building management systems (BMS).
• Familiarity with incident management platforms and ticketing systems.
• Ability to read and interpret system performance data and trending reports.

Responsibilities

• Monitor, troubleshoot, and maintain the health of data center networks and systems.
• Respond to alerts, resolve issues, escalating problems as needed to ensure uptime.
• Provide support for Monitoring, Alarm Management, and Incident Bridge during incidents.
• Categorize issues for escalation and notify teams of outages and remediation status.
• Document actions taken and assist with root cause analysis and post problem reviews.
• Lead incident management coordination with vendors until resolution.
• Maintain real-time awareness of equipment configurations and lineups.
• Act as central point of contact for daily workflows across sites.
• Ensure turnover processes are followed to maintain operational continuity.
• Assist in performance reporting and trend analysis to predict future issues.
• Maintain office perks inventory (snacks/drinks).

Skills

Alarm monitoring systems

Building Management Systems (BMS)

Incident management platforms

Microsoft Office Suite

System performance data interpretation

Communication systems

24/7 rotating shifts

Documentation and compliance

Cross-team coordination

Problem solving and critical thinking

Tools

Ticketing systems

Monitoring dashboards

Job description

Find your next move at JLL and build a fulfilling career

At JLL, we value what makes you unique, and we’re committed to give you the opportunity, knowledge and tools to own your success. Explore opportunities to advance your career from within, whether you’re looking to move up, broaden your experience or deepen your expertise.

Have a Referral for this role? Log into Refer2JLL to submit them for the opportunity.

What This Job Involves

The Control Room Technician will monitor, troubleshoot, and maintain the health of data center networks and systems. The Control Room Technician will serve as the first line of defense, responding to alerts, resolving issues, escalating problems as needed, and ensuring uptime and performance metrics are met. This role is critical to maintaining 24/7 availability and reliability of network services.

What is your day to day

• Process all inbound and outbound phone calls, radios calls and digital messages, promptly.
• Read, understand and take necessary action on all Systems Alarms and indications.
• Identify, correct and elevate operational systems performance issues that may not be indicated by alarms, as needed. This will require diligently monitoring systems performance, utilizing trending tools and conducting audit based operational practices.
• Comply with BCPs, EOPs, Policies, Procedures and standard or temporary practices, including standing orders, to ensure proper and timely response and communications that comply with Client SLA’s and KPI’s.
• Provide support for Monitoring, Alarm Management, and Incident Bridge communication during incidents, for the Incident.
• Categorizing issues for escalation to appropriate technical teams, and Notifying teams of issues, outages and remediation status.
• Provide document development, revision and review support as needed.
• Provide Guidance during incidents and help managing the incident, vendor coordination, and work around until the incident is resolved.
• Problem/incident management and tracking, updating tickets and/or work orders as needed to free up the onsite staff to address the issue, logging necessary actions taken by key stakeholders and the time, during critical response events.
• Act as a central point of contact for the daily workflows across all sites. This includes START/STOP authority and verification that workflows comply with established policies and procedures.
• Recognizing, identifying and prioritizing incidents in accordance with customer business requirements, organizational policies, and operational impact.
• Ensure all documents of action are taken, in accordance with guidelines, standard policies and procedures.
• Assist in collecting and reviewing performance reports for various systems and reporting trends in performance to senior technical personnel to help them predict future issues, outages and to maximize performance.
• Assist in the fact-finding process for the development of Root Cause Analysis (RCA). Assist in Post Problem Review. Assist in Resolution and Root Cause Analysis.
• Assist in Post Problem Management, work with internal and external technical and service teams to create and/or update knowledge-based bulletins and corrective actions, lessons learned management development and training for preventing recurrence.
• Designating a lead who will maintain responsibility for monitoring performance of the team and supporting/implementing the necessary items/action to maintain operational consistency among team members that meet client expectations.
• Ensure functional turnover processes are established and followed to ensure continuity in operational execution.
• Maintain real-time awareness of all equipment configurations, issues and lineups.
• Maintaining office perks item inventory such as snacks/drinks.

Minimum Requirements

• Proficiency with alarm monitoring systems and building management systems (BMS)
• Basic understanding of incident management platforms and ticketing systems
• Competency with Microsoft Office Suite (Word, Excel, Outlook)
• Ability to read and interpret system performance data and trending reports
• Familiarity with communication systems (phone systems, radios, digital messaging platforms)
• Ability to work rotating shifts, including nights, weekends, and holidays (24/7 operation)
• Comfortable working in a command center environment with multiple screens and systems
• Strong written and verbal communication skills for coordinating across multiple stakeholders
• Ability to work under pressure and prioritize multiple urgent issues simultaneously
• Attention to detail for documentation and compliance requirements
• Problem-solving skills and critical thinking for issue identification and escalation
• Ability to follow established procedures, policies, and Business Continuity Plans (BCPs)

Preferred Qualifications

• ITIL Foundation certification or similar incident management training
• Experience with Root Cause Analysis (RCA) methodologies
• Prior experience meeting Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)

Client: CIPHER MINING INC

Job Profile: Data Center Operations-S2