Escalation Center Technician

Salute Inc. • Goodyear, AZ

2d

About The Position

The Escalation Center Technician functions as a call center technician and will respond to events and alarms and assist in the management of those events. This position will support the data center operations team and the company by helping to facilitate the event management process. This person will have strong skills, problem solving and resolution skills as well as an ability to work well with others. This role will be responsible for ticket management and monitoring of critical systems including but not limited to HVAC, Electrical, Life Safety, and Security.

Requirements

• Excellent internal and external Company service skills
• Communicates effectively and accurately
• Strong written and verbal skills
• The ability to work effectively in a team environment, but comfortable working alone and sometimes with little direction
• Manage time well
• The ability to pivot between competing priorities and situation with ease
• Ability to make quick, effective decisions under pressure
• Take the initiative where needed
• Receptive to feedback, willing to learn, embracing continuous improvement
• Ability to learn and adapt to new software applications and/or procedures
• Ability to work autonomously under leadership direction, written or verbal
• Willingness and capability to learn additional skills and transfer their own knowledge to others
• 2 years’ experience with MEP systems to include a basic understanding and knowledge of all HVAC, electrical, plumbing, fire/life safety, and building management control systems
• Experience following emergency procedure protocols and regulatory interfaces
• Basic understanding of security technologies including Video Surveillance, Access Control, and Incident Management Systems, Security Operations Centers

Nice To Haves

• Military Service
• Mechanical/electrical systems and safety experience in a Data Center environment
• Call center experience

Responsibilities

• Monitor and respond to BMS events/alarms including but not limited to but not limited to mechanical, electrical, life safety, systems
• Monitor and respond to events/alarms related to security systems
• Employee will utilize tools provided to manage and monitor Company, vendor, and security/OPS tickets
• Process outbound and inbound calls while handling all calls, adhering to all policy and standards
• Ability to work with and manage internal and external clients
• Create and provide documentation as needed by management
• Provide support in relation to security, data center infrastructure, and operation
• Required to work evenings/weekends.

Benefits

• Time to Recharge: Enjoy 8 company-paid holidays, 2 floating holidays, and PTO so you can rest, celebrate, and take care of what matters most.
• Comprehensive Benefits Package: Including Medical, Dental, and Vision that you can enroll in starting on Day 1. Coverage begins the first of the month following 30-days of employment.
• Peace of Mind: The Employee Assistance Program is available to all employees, even if you do not participate in the benefits package.
• Your financial future matters: Enjoy our employer-supported 401(K) with immediate 100% vesting, plus a 3% employer match and a 50% match on the next 2%.
• Wellness Support: Access to HSA, mental health resources, and gym discounts—because your health matters.
• Extra Protection & Perks: Through discounted group programs, such as legal services, home & auto insurance, pet insurance, and ID theft protection for life’s unexpected moments.

What This Job Offers

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