OSC Technician

CoreSite, LLC; Los Angeles (CA); On-site; USD 39,000 - 44,000; Full time

Benefits offered by this job

Medical coverage from day one

401(k) with company match

Employee stock purchase plan (ESPP)

Job summary

CoreSite is seeking an Operations Support Center Technician in Los Angeles to manage trouble tickets, remote hands requests, and building service requests while monitoring data center systems across platforms.

You will respond to customer inquiries, coordinate notifications of alarms and service events, and participate in high-severity incident bridges with cross-functional teams to restore services quickly and safely.

Qualifications

• Two years of technical work experience, preferably in a NOC or data center operations.
• Experience with ticketing systems and incident management.
• Strong documentation and note-taking skills.

Responsibilities

• Manage Trouble Tickets, Remote Hands, and Building Service Requests to resolution.
• Review/Implement maintenance requests and analyze risk to customers from a global perspective.
• Notify customers, management and facility teams of alarms and service impacting events.
• Coordinate high-severity incident bridges and communicate updates to stakeholders.
• Monitor data center alarms and provide day-to-day customer support.

Skills

Ticketing systems

Network fundamentals

Electrical systems

Documentation

Customer service

Troubleshooting

MS Office

Command line

Adaptability

Independent work

Education

High school diploma or equivalent

Technical certificate (preferred)

Job description

Description

About CoreSite: CoreSite is a leading colocation data center company providing the space, power, cooling and connectivity that businesses rely on to operate and grow. Our data centers bring dozens of organizations together under one roof, supporting the technology and services that keep our world connected. Our people are at the heart of everything we do, bringing the expertise, ideas and commitment that power our business and help our customers succeed. With a culture built on collaboration, ownership, and operational excellence, CoreSite is a place to make an impact.

Operations Support Center Technician's Role

As a member of CoreSite's Operations Support Center (OSC) team, the OSC Technician will be responsible for ticket and request management, customer and staff inquiries, as well as monitoring a wide variety of systems and devices on various platforms under the direction of the Operations Supervisor or Manager within their organizational area of responsibility.

• Tuesday - Saturday 7:30am - 4:00pm PST

Duties

This position is considered a technical position, and will require approximately 85% of the technician's time dedicated to the following technical duties:

• Manage Trouble Tickets, Remote Hands Requests and Building Service Requests through resolution.
• Manage and complete work order provisioning as needed while on shift.
• Review/Implement maintenance requests and analyze for risk to customers from a global perspective
  • Ensure adherence to listed protocols in the standard operating procedure for maintenance and notifications
  • Work with the local field operations team to adjust the schedule as appropriate to maximize uptime while accomplishing the scope
• Perform daily audits of data transport equipment to ensure accurate monitoring and provisioning.
• Responsible for tier 1 commissioning and decommissioning on the CoreSite customer facing network as well as trouble fault analysis.
• Responsible for notifying customers, management and facility teams of alarms and service impacting events.
• Manage facilitation of a high severity incident bridge
  • Determine appropriate resources to engage and notify to join the bridge
  • Provide OSC incident notifications to the appropriate groups impacted
  • Deliver internal incident broadcast to Senior Leadership
  • Maintain incident records during an event
• Monitor and troubleshoot network and facility alarms to include, access and control systems.
• Provide day-to-day customer support.
• Perform other duties as specified in the Standard Operating Procedures and/or as directed by CoreSite Management.
• Promote and demonstrate the behaviors consistent with CoreSite's culture and 8 Guiding Principles.
• Special projects as assigned.

Knowledge, Skills & Abilities

• Familiar with telecommunications, ticketing systems, and escalation procedures.
• Knowledge of T-1/E-1, DS-3, Fiber, Ethernet, SONET and other communication circuit types in a data center environment.
• Candidate must have general understanding of basic mechanical and electrical systems. (HVAC, UPS, ATS, Generator, CRAC/CRAH)
• Excellent documentation and note-taking skills.
• Must be able to type 50 wpm; general computer skills are essential.
• Familiar with a data center environment and controls.
• Excellent customer interaction skills.
• Good troubleshooting and problem solving skills.
• Proficient with Microsoft Excel, Word and Outlook.
• Familiar and comfortable working with Command Line Interfaces.
• Willingness to learn in a fast-paced, often changing environment, adapts well to new processes and procedures.
• Proven ability to work independently with little supervision. Takes initiative to complete tasks that need to be addressed.
• Ability to work well under pressure with the ability to multitask.
• Strong verbal and written communication skills.
• A flexible schedule with the ability to work non-standard business hours.
• A strong work ethic and accountability to deadlines.

Education/Experience

• Two years work experience in a technical capacity, prior experience in a Network Operations Center (NOC) or Data Center Operations strongly preferred.
• High school diploma or equivalent required.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to stand 1/3 - 2/3 of the time
• Ability to walk 1/3 - 2/3 of the time
• Ability to sit 1/3 - 2/3 of the time
• Ability to climb and balance 1/3 - 2/3 of the time
• Ability to stoop, kneel, crouch and crawl 1/3 - 2/3 of the time
• Ability to reach with hands & arms 1/3 - 2/3 of the time
• Ability to smell, talk & hear
• Ability to use hands to type, handle & feel
• Ability to see at close and distance ranges and the ability to see color
• Must be comfortable working in a high stress, fast paced environment with shifting priorities
• Must be willing to work outside normal business hours, including weekends, late nights, holidays, and on-call support
• Ability to lift up to 50 pounds 1/3 of the time

Compensation

Compensation for this role includes a base salary between $28.00/hr and $32.00/hr. This role is also eligible for an annual bonus and equity, based upon individual and company performance.

Job Post Timeline

This position is expected to be open for applications for 30 days.

Benefits

Not only does CoreSite have a fun, team-focused work environment, but we also offer great benefits to all employees regularly scheduled to work more than 20 hours a week!

• Medical coverage starting day one, plus dental, vision, telemedicine, HSA/FSA options.
• 401(k) with a 5% company match, plus bonus and equity opportunities.
• Employee Stock Purchase Plan (ESPP).
• Starting 16 days of PTO, 11 paid company holidays, floating holidays and additional paid time for volunteering, family care, parental leave and other life events.
• Free parking or public transportation support.

Additional Perks

• Up to $800 annually in wellness reimbursements and up to $450 in wellness incentives.
• $100 monthly technology stipend.
• Up to $5,250 annually in educational reimbursement plus LinkedIn Learning.
• Up to $5,000 annually in charitable donation matching.
• Financial coaching and student loan support.
• Family planning, mental health, and caregiving support.
• Pet insurance, employee discounts and cash back offers.

General Statements

• Applicants must be currently authorized to work in the United States on a full-time basis. The employer will not sponsor applicants for work visas.
• Please note that all offers of employment are contingent upon the successful completion of a background check and, where permitted by law, a 5-panel drug test conducted after the offer letter is signed, which will screen for THC, opiates, PCP, cocaine, and amphetamines. Thank you for your understanding and cooperation.

Applicant Privacy Notice

• CoreSite is committed to protecting the privacy and security of personal information submitted by applicants. The California Consumer Privacy Act (CCPA) requires us to provide you information about our personal information handling practices. As a result, we’re providing this Privacy Notice that describes how we collect, use, share, and update personal information from individuals who wish to be considered for employment with CoreSite. To read the Applicant Privacy Notice, please go to https://www.coresite.com/applicant-privacy-notice.
• Unauthorized reproduction or distribution of this job posting on external sites is prohibited without prior written consent from CoreSite. We are not responsible for any postings or offers not originating from our official channels or approved partners.