Job Description

Your role

The incumbent is responsible for the day-to-day triage and technical support of Data Center Operations Systems. Provides service, troubleshooting, as well as incident escalation for all internal customers contacting GOSS. The role is shift based and may be required to work on a rotating on-call schedule.

What You'll Do

Provide Tier I service support for mission critical 24/7 Data Centers for BMS, EPMS, and OT devices
Participate in the weekly 24/7 rotating on-call schedule
Provide proactive and reactive assistance to all internal customers
Provide support for the DLR operations environment including problem solving, ability to take ownership of unfamiliar tasks and problems and see through to completion or escalate as needed
Receive, triage and action incoming phone calls and tickets from internal customers
Detects and analyze alarms to provide basic fault isolation and troubleshooting, escalating to Tier II, Tier III and management if necessary
Collaborate with service desk for Tier 1 issues that require IT assistance
Prioritize work properly to meet established KPI measures and commitments.
Update tickets in a timely manner
Establish effective lines of communication with Tier II, Tier III and management to ensure cases are flagged that require immediate attention.
Thorough documentation of incident, maintenance and problem details in near real-time.
Ensure OLA's are met as per internal agreements.
Maintain and update current knowledge and skills through internal and external training, continuing education and professional associations

What You'll Need

Bachelor's degree in computer science, engineering or other related fields, or 5+ years of experience in a related field
1 year of experience working in a 24/7 remote support role
1 year of Data Center experience
1 year of experience providing customer service or technical support or equivalent
Basic knowledge of BMS, EPMS, DCIM, and alarm delivery systems, including familiarity with BMS system from Schneider Electric, Automated Logic, Tridium, Siemens, Honeywell or Johnson Controls
Basic knowledge of Data Center infrastructure
Basic knowledge of common communication protocols like Modbus, BACnet, MQTT, SNMP, and Web Services.
Ability to drive internal support teams, troubleshooting and routine training & system orientations across all systems supporting daily operations.
Ability to analyze and assess problems affecting critical operation of facilities, and propose solutions, with limited information
Excellent written and oral communication skills, able to engage with colleagues and customers
Ability to multi-task and prioritize job requirements
Strong follow-through and initiative to stay with issues until they are resolved
Discipline and commitment to meet deadlines.
Self-motivated and able to work on issues independently with limited supervision
Effective organizational skills and attention to detail.
Basic skill in Microsoft Operating Systems, Office Suite and Visio.
Strong analytical and problem-solving skills.

OSS System Engineer