Coaching, Consulting, Delivery Driving, Documentation, Documentation Standards, Fortune 500 Customers, Help Desk, Identify Issues, Information Technology & Information Systems, Lift/Move 40 Pounds, Machine Tool, Mentoring, Network Administration/Management, Network Operations Center, Optics, Service Level Agreement (SLA), ServiceNow, Small Company, Software Patches, Standard Operating Procedures (SOP), Testing, Vendor/Supplier Management, Willing to Travel
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. We are 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, escalate 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
QUALIFICATION, EDUCATION, KNOWLEDGE, SKILLS:
Qualifications:- On-site role; 12-hour Panama rotation including weekends/holidays
- Works as part of a two-person shift team (Evening Shift 7:00 PM to 7:00 AM)
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.
The position is: On-site