Data Center NOC Analyst

H5 Data Centers • Cincinnati, OH

2d

About The Position

The Data Center Support Analyst is responsible for maintaining the operational integrity of H5’s portfolio of data centers and serving as the primary point of contact for customer engagement. The role handles incoming calls, processes tickets, coordinates incidents, and monitors critical facility and IT systems. The analyst responds to incidents and initiates escalations, including coordinating restoration efforts during significant incidents. The position requires willingness to work shifts and weekends.

Requirements

• College education.
• Experience in a call center, helpdesk, or customer support role.
• Customer service experience.
• Excellent written and oral interpersonal and communication skills.
• Competence using Windows, Mac, and iOS systems.
• Willingness to adapt to new ideas and concepts.
• Organizational and time-management skills.
• Ability to be a self-starter and work in a fast-paced, constantly changing environment.
• Ability to work well on a team or independently with minimal supervision.
• Willingness to work shifts and weekends.

Nice To Haves

• IT systems qualifications.
• A comprehensive understanding of data center best practices and standards.

Responsibilities

• Serve as the primary point of contact for customer requests received by phone, email, and portal.
• Process customer requests and engage subject matter experts as appropriate.
• Administer ticket queues, provide regular and timely updates through resolution, and adhere to SLAs.
• Act as the primary focal point for incident management and escalations.
• Monitor building-critical systems via BMS, including power, cooling, fire systems, and DCIM.
• Monitor access control and camera surveillance systems.
• Monitor critical IT systems, including networks and servers.
• Coordinate significant incidents, escalate to senior management and subject matter experts, set up a crisis bridge when appropriate, send advisories, and coordinate restoration with on-site personnel.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree