Data Center NOC Analyst

H5 Data Centers, LLC; Cincinnati (OH); On-site; USD 45,000 - 65,000; Full time

Job summary

H5 Data Centers, LLC seeks a Data Center Support Analyst to ensure operational integrity across our portfolio. You will serve as the single point of contact for customers, handle calls, tickets, and incident coordination, and monitor critical systems.

You will engage with building management, fire control, camera surveillance, access control, and IT networks, responding to incidents and escalating as needed. Weekend shifts are required.

Qualifications

• College education.
• Experience in a call center / helpdesk / customer support role.
• IT System qualifications would be a bonus.
• Understanding of data center best practices and standards would be a bonus.

Responsibilities

• Serve as primary point of contact for customer requests via phone, e-mail, & portal.
• Process requests and engage with subject matter experts as appropriate.
• Administer ticket queues to ensure updates through resolution and SLA adherence.
• Primary focal point for Incident management & escalations.
• Monitor the health of building critical systems via BMS.
• Oversee power, cooling, DCIM, access control, camera surveillance, and network.
• Monitor the health of servers and IT systems.
• Coordinate restoration with on-site personnel during incidents.

Skills

Communication skills

Interpersonal skills

Windows

MacOS

iOS

Time management

Organizational skills

Self-starter

Team player

Education

College education

Tools

BMS

DCIM

Network monitoring tools

Job description

The Data Center Support Analyst is responsible for the managing to operational integrity of the H5 Data Centers portfolio of Data Centers. Additionally, they are responsible for acting as a single point of contact for all customer engagement daily, handing incoming calls, ticket processing, incident management & coordination. Secondly, they will monitor the health of all critical systems including building management, fire control, camera surveillance, access control, and network, responding to incidents and initiating escalations. The candidate must be willing to work shifts and weekends.

Essential Job Functions

• Customer Support
• Primary point of contact for customer requests via phone, e-mail, & portal.
• Processing requests and engaging with subject matter experts as appropriate.
• Administer ticket queues to ensure regular and timely updates through resolution and adherence to SLA’s.
• Primary focal point for Incident management & escalations.
• Facility Monitoring
• Monitor the health of building critical systems via BMS.
• Power
• Cooling
• DCIM
• Monitor the health of access control, camera surveillance.
• Monitor the health of critical IT systems.
• Network
• Servers
• Perform Incident coordination in the event of a significant incident.
• Escalate to senior management & SME’s
• Set up crisis bridge (if appropriate)
• Send out advisories
• Coordinate restoration with on-site personnel

Qualifications

Education:

• College education.

Experience:

• Experience in a call center / helpdesk environment / customer support role.
• IT System qualifications would be a bonus.
• A comprehensive understanding of the data center best practices and standards would be a bonus.

Skills and Abilities

• Excellent interpersonal and communication skills (written and oral).
• Competent in the use of Windows, MAC and IOS systems.
• Willing to adapt to new ideas and concepts.
• Organizational and time management skills.
• Must be a self-starter, able to work in a fast paced constantly changing environment.
• The ability to work well in a team environment or independently with minimal supervision.