OSC Technician - Night Shift (VA1) (1754)

CoreSite Realty-posted 2 months ago
Reston, VA
251-500 employees
Real Estate
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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. The position is for our Night Shift, 11:30pm PST, Sunday - Thursday.

  • 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 trouble shooting on the CoreSite customer facing network.
  • 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 Management.
  • Maintain incident records during an event.
  • Assist in monitoring CCTV, alarm and access/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.
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