ITS Operations Center Technician II
Conexess Group, Brentwood, TN, United States
Our history: From our start in 2009, Conexess has established itself in 3 markets, employing nearly 200+ individuals nationwide. Operating in over 15 states, our client base ranges from Fortune 500/1000 companies to mid-small range companies. For the majority of the mid-small range companies, we are exclusively used due to our outstanding staffing track record.
Who We Are
Conexess is a full-service staffing firm offering contract, contract-to-hire, and direct placements. We have a wide range of recruiting capabilities, from help desk technicians to CIOs, and also capable of offering project-based work.
Position Summary
Intermediate role within the ITS Operations Center handling complex triage, advanced smart-hands, carrier/vendor lifecycle management to SLA closure, and mentoring Technician I staff. Operates within two-person 12‑hour shifts to sustain compliance and resiliency.
Essential Functions
Monitoring & Vendor Management
Lead carrier ticket lifecycle: investigate, escape per playbooks, document follow-ups every hour, drive to resolution
Execute advanced smart-hands: patching, optics swaps, console access, demarc testing under engineer direction
Validate CI accuracy and remediation steps; ensure proper outage communications
Data Center Operations & Compliance
Own monthly compliance record submission; audit SOP/runbook adherence; recommend improvements
Support after‑hours change window monitoring; act as on‑site observer and log outcomes
Incident Support
Support major incident bridges: capture timeline, ensure ticket hygiene, facilitate warm handoffs
Provide coaching to Technician I on troubleshooting and documentation standards
Qualifications
On‑site role; 12‑hour Panama rotation including nights/weekends/holidays
Works as part of a two‑person shift team
Education
Vocational/Associate degree in IT or related (Bachelor's preferred)
Knowledge
Client/EMS, UPS/ATS familiarity
Network troubleshooting and vendor coordination
Service management tooling (ServiceNow or equivalent)
Skills
Strong troubleshooting and disciplined documentation
Effective vendor coordination
Ability to coach junior technicians
Calm under pressure
Work Environment and Travel Requirements
On‑site data center environment with frequent standing/walking, lifting up to 40 lbs, PPE adherence, and exposure to environmental noise; safe work practices required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job responsibilities.
Position is On‑site
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Who We Are
Conexess is a full-service staffing firm offering contract, contract-to-hire, and direct placements. We have a wide range of recruiting capabilities, from help desk technicians to CIOs, and also capable of offering project-based work.
Position Summary
Intermediate role within the ITS Operations Center handling complex triage, advanced smart-hands, carrier/vendor lifecycle management to SLA closure, and mentoring Technician I staff. Operates within two-person 12‑hour shifts to sustain compliance and resiliency.
Essential Functions
Monitoring & Vendor Management
Lead carrier ticket lifecycle: investigate, escape per playbooks, document follow-ups every hour, drive to resolution
Execute advanced smart-hands: patching, optics swaps, console access, demarc testing under engineer direction
Validate CI accuracy and remediation steps; ensure proper outage communications
Data Center Operations & Compliance
Own monthly compliance record submission; audit SOP/runbook adherence; recommend improvements
Support after‑hours change window monitoring; act as on‑site observer and log outcomes
Incident Support
Support major incident bridges: capture timeline, ensure ticket hygiene, facilitate warm handoffs
Provide coaching to Technician I on troubleshooting and documentation standards
Qualifications
On‑site role; 12‑hour Panama rotation including nights/weekends/holidays
Works as part of a two‑person shift team
Education
Vocational/Associate degree in IT or related (Bachelor's preferred)
Knowledge
Client/EMS, UPS/ATS familiarity
Network troubleshooting and vendor coordination
Service management tooling (ServiceNow or equivalent)
Skills
Strong troubleshooting and disciplined documentation
Effective vendor coordination
Ability to coach junior technicians
Calm under pressure
Work Environment and Travel Requirements
On‑site data center environment with frequent standing/walking, lifting up to 40 lbs, PPE adherence, and exposure to environmental noise; safe work practices required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job responsibilities.
Position is On‑site
#J-18808-Ljbffr