About the position
US Signal is a leading data center services provider, offering secure, reliable network, cloud hosting, colocation, data protection, and disaster recovery services - all powered by its expansive, robust fiber network. The Technical Support Analyst is part of the Technical Operations Center team and plays a crucial role in ensuring the smooth operation of the data center. This entry-level position is ideal for individuals looking to learn about help desk operations and has a high potential for promotion into a technical support role. The Analyst will be responsible for staffing the data center reception desk, greeting customers, answering phones, escorting customers to various locations, and receiving shipments. The role requires a strong customer focus and a willingness to learn and grow into a more technical position. In addition to customer interaction, the Technical Support Analyst will handle administrative tasks as needed by the Technical Operations Center (TOC). This includes cooperating with external vendors, partners, and local exchange carriers (LECs) to sectionalize and repair network and local loop issues. The Analyst will also provide continual status updates to customers regarding trouble tickets and work collaboratively with other internal departments such as Engineering and Outside Operations. Opening internal trouble tickets on USS hardware/software issues and assigning them to the appropriate groups is also part of the responsibilities. Special projects may be assigned by management as necessary, providing opportunities for professional growth and development.
Responsibilities
- Welcome customers at the front desk of the data center.
- Answer phones to provide customers with information or transfer them to the proper department.
- Work on administrative tasks as needed by the Technical Operations Center.
- Escort vendors and customers around the data center.
- Cooperatively test and work with external vendors, partners, and LECs to sectionalize and repair network and local loop issues.
- Provide continual status updates to customers regarding trouble tickets.
- Cooperatively work with other internal US Signal departments such as Engineering and Outside Operations.
- Open internal trouble tickets on USS hardware/software issues and assign to appropriate groups.
- Participate in special projects as deemed necessary by USS management.
Requirements
- High school diploma or GED or equivalent education.
- Experience in Microsoft Windows and Office.
- Experience in a customer-facing role.
- Basic understanding of technology as it relates to fiber and data centers.
- Great customer focus and willingness to learn and grow into a technical role.
- High level of analytical ability and attention to detail.
- Excellent organization skills and ability to multitask in a fast-paced environment.
- Ability to work well with all areas of the US Signal organization as well as external customers and vendors.
