Night-Shift Data Center Support Specialist

US-Signal; Kentwood (MI); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

PTO & holidays

Health benefits (medical, dental, & 
v

401(k) retirement plan

Life Insurance

Wellness program

Volunteer time

Casual dress code

Job summary

US Signal is seeking a Support Agent to join our Grand Rapids, MI data centers, performing on-site Tier 1 support for Cloud, Connectivity, Colocation, and Data Protection services. The role focuses on customer communication, basic troubleshooting, and documentation of all interactions.

The ideal candidate has customer support experience, can explain technical concepts to diverse audiences, and possesses foundational knowledge of data center operations, networking, and cloud services.

Qualifications

• Associate's degree or 2+ years professional experience.
• Customer support experience.
• Ability to effectively communicate technical concepts to both technical and non-technical audiences.
• Strong customer service skills with interpersonal and telephone etiquette.
• Basic knowledge of fiber, operating systems, data center operations, networking, and cloud services.

Responsibilities

• Respond to customer inquiries via phone, email, and chat; provide timely updates and documentation of interactions.
• Tier 1 troubleshooting and implement basic service changes while meeting SLAs.
• Collaborate with Engineering and Outside Operations to resolve complex issues.
• Conduct facility walkthroughs, provide remote hands support, escort visitors, and process deliveries.
• Support preventative maintenance tasks per MOPs and assist with special projects.

Skills

Customer support

Communication

Problem solving

Learning agility

Collaboration

Networking basics

Cloud basics

Fiber knowledge

Data center ops

Education

Associate degree or 2+ years experience

Tools

CJIS certification

Job description

US Signal is seeking a Support Agent to join our Grand Rapids, MI data centers, performing on-site Tier 1 support for Cloud, Connectivity, Colocation, and Data Protection services. The role focuses on customer communication, basic troubleshooting, and documentation of all interactions.

The ideal candidate has customer support experience, can explain technical concepts to diverse audiences, and possesses foundational knowledge of data center operations, networking, and cloud services.