Control Room Technician – Critical Environments

JLL • Colorado City, TX

1d • Onsite

About The Position

JLL is seeking a Control Room Technician for its Critical Environments division in Colorado City, TX. This role is crucial for maintaining the 24/7 availability and reliability of data center networks and systems. The technician will act as the first line of defense, monitoring, troubleshooting, and maintaining the health of these systems. This includes responding to alerts, resolving issues, escalating problems as needed, and ensuring uptime and performance metrics are met. JLL offers relocation assistance to eligible candidates moving to Mitchell County, TX, and provides support for community integration. Colorado City is highlighted as a growing hub for data center infrastructure, offering a sense of community and purpose.

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)
• Candidates must be authorized to work in the United States without sponsorship.

Nice To Haves

• 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)

Responsibilities

• Process all inbound and outbound phone calls, radio calls, and digital messages promptly.
• Read, understand, and take necessary action on all Systems Alarms and indications.
• Identify, correct, and escalate operational systems performance issues that may not be indicated by alarms, 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 SLAs and KPIs.
• Provide support for Monitoring, Alarm Management, and Incident Bridge communication during incidents.
• Categorize issues for escalation to appropriate technical teams and notify teams of issues, outages, and remediation status.
• Provide document development, revision, and review support as needed.
• Provide guidance during incidents, assist in managing incidents, vendor coordination, and workarounds until resolution.
• Manage and track problems/incidents, updating tickets and/or work orders as needed, logging necessary actions taken by key stakeholders and the time during critical response events.
• Act as a central point of contact for daily workflows across all sites, including START/STOP authority and verification that workflows comply with established policies and procedures.
• Recognize, identify, and prioritize 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 to senior technical personnel.
• Assist in the fact-finding process for the development of Root Cause Analysis (RCA), Post Problem Review, and Post Problem Management.
• Work with internal and external technical and service teams to create/update knowledge-based bulletins and corrective actions, and manage lessons learned for preventing recurrence.
• Designate a lead responsible for monitoring team performance and implementing necessary actions to maintain operational consistency.
• Ensure functional turnover processes are established and followed for continuity in operational execution.
• Maintain real-time awareness of all equipment configurations, issues, and lineups.
• Maintain office perks item inventory such as snacks/drinks.

Benefits

• 401(k) plan with matching company contributions
• Comprehensive Medical, Dental & Vision Care
• Paid parental leave at 100% of salary
• Paid Time Off and Company Holidays
• Early access to earned wages through Daily Pay
• Financial relocation assistance to eligible candidates moving to Mitchell County – TX

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed