Job Summary
Provide Tier I service support for mission-critical 24/7 Data Centers, ensuring operational continuity and effective issue resolution across BMS, EPMS, and OT devices.
Responsibilities
- Deliver Tier I service support for 24/7 mission-critical Data Centers by managing BMS, EPMS, and OT devices to maintain operational stability and uptime
- Participate actively in a weekly 24/7 rotating on-call schedule to ensure continuous support coverage and rapid incident response
- Provide proactive and reactive technical assistance to internal customers, resolving issues efficiently or escalating to higher tiers as necessary
- Take ownership of unfamiliar tasks and problems within the DLR operations environment, driving timely resolution or escalating appropriately
- Receive, triage, and action incoming phone calls and tickets from internal customers to ensure timely issue management and minimize downtime
- Detect and analyze alarms to perform basic fault isolation and troubleshooting, escalating complex issues to Tier II, Tier III, or management for resolution
- Collaborate effectively with the service desk to resolve Tier I IT-related issues impacting Data Center operations, ensuring seamless communication and coordination
- Prioritize workload to consistently meet established KPI measures and service commitments, balancing multiple tasks under pressure
- Update support tickets promptly to maintain accurate incident tracking, communication, and operational transparency
- Establish and maintain effective communication channels with Tier II, Tier III, and management to flag urgent cases requiring immediate attention
- Document incident, maintenance, and problem details thoroughly and in near real-time to support operational transparency and continuous improvement
- Ensure compliance with Operational Level Agreements (OLAs) as per internal service agreements, maintaining service quality standards
- Maintain and enhance technical knowledge and skills through internal and external training, continuing education, and engagement with professional associations
Required competencies and certifications
- Bachelor's degree in computer science, engineering, or related fields, or 5+ years of relevant experience
- Minimum 1 year of experience working in a 24/7 remote support role
- Minimum 1 year of Data Center experience
- Basic knowledge of BMS, EPMS, DCIM, and alarm delivery systems, including familiarity with BMS systems from Schneider Electric, Automated Logic, Tridium, Siemens, Honeywell, or Johnson Controls
- Basic knowledge of Data Center infrastructure and common communication protocols such as Modbus, BACnet, MQTT, SNMP, and Web Services
- Ability to drive internal support teams by troubleshooting issues and conducting routine training and system orientations across all systems supporting daily operations
- Minimum 1 year of experience providing customer service or technical support or equivalent
- Ability to analyze and assess problems affecting critical facility operations and propose solutions with limited information
- Excellent written and oral communication skills to engage effectively with colleagues and customers
- Ability to multi-task and prioritize job requirements to meet deadlines consistently
- Strong follow-through and initiative to resolve issues independently until completion
- Discipline and commitment to meet deadlines and service commitments
- Self-motivated with the ability to work independently with limited supervision
- Effective organizational skills and attention to detail to maintain accurate documentation and operational standards
- Basic proficiency in Microsoft Operating Systems, Office Suite, and Visio
- Strong analytical and problem-solving skills applied to operational challenges
