OSC Technician - Night Shift (VA1) (1754)

About Coresite

At CoreSite, we empower a more connected future through high-performance data centers and interconnection solutions. Recognized as a trusted partner in digital transformation, our strategically located facilities and innovative services enable businesses to connect, collaborate, and grow in an ever-evolving technological landscape.

Our culture is defined by operational excellence and a relentless drive for innovation. We foster a collaborative environment where every team member is valued, wins are celebrated as a team, and ownership is part of our DNA. At CoreSite, we’re not just building state-of-the-art infrastructure—we’re creating a community of forward-thinkers committed to solving complex challenges and delivering exceptional customer experiences.

At CoreSite not only are we Committed to Excellence, but we also Build Connections, Own It, Do the Right Thing, Have Fun, and Win as a Team. Join us and be part of a team that is shaping the future of digital infrastructure while nurturing your professional growth and success.

Operations Support Center Technician’s Role:

As a member of CoreSite’s Operations Support Center (OSC) team, the OSC Technician will be responsible for ticket and request management, customer and staff inquiries, as well as monitoring a wide variety of systems and devices on various platforms under the direction of the Operations Supervisor or Manager within their organizational area of responsibility.

The position is for our Night Shift, 11:30pm PST, Sunday - Thursday.

Duties:

This position is considered technical position, and will require approximately 85% of the technician’s time dedicated to the following technical duties:

• Manage Trouble Tickets, Remote Hands Requests and Building Service Requests through resolution.
• Manage and complete work order provisioning as needed while on shift.
• Review/Implement maintenance requests and analyze for risk to customers from a global perspective
• Ensure adherence to listed protocols in the standard operating procedure for maintenance and notifications
• Work with the local field operations team to adjust the schedule as appropriate to maximize uptime while accomplishing the scope
• Perform daily audits of data transport equipment to ensure accurate monitoring and provisioning.
• Responsible for tier 1 trouble shooting on the CoreSite customer facing network.
• Responsible for notifying customers, management and facility teams of alarms and service impacting events.
• Manage facilitation of a high severity incident bridge
• Determine appropriate resources to engage and notify to join the bridge
• Provide OSC incident notifications to the appropriate groups impacted
• Deliver internal incident broadcast to Senior Management
• Maintain incident records during an event
• Assist in monitoring CCTV, alarm and access/control systems.
• Provide day-to-day customer support.
• Perform other duties as specified in the Standard Operating Procedures and/or as directed by CoreSite Management.
• Promote and demonstrate the behaviors consistent with CoreSite’s culture and 8 Guiding Principles.
• Special projects as assigned.

Requirements

Knowledge, Skills & Abilities:

• Familiar with telecommunications, ticketing systems, and escalation procedures.
• Knowledge of T-1/E-1, DS-3, Fiber, Ethernet, SONET and other communication circuit types in a data center environment.
• Candidate must have general understanding of basic mechanical and electrical systems (HVAC, UPS, ATS, Generator, CRAC/CRAH).
• Excellent documentation and note-taking skills.
• Must be able to type 50 wpm; general computer skills are essential.
• Familiar with a data center environment and controls.
• Excellent customer interaction skills.
• Good troubleshooting and problem solving skills.
• Proficient with Microsoft Excel, Word and Outlook.
• Familiar and comfortable working with Command Line Interfaces.
• Willingness to learn in a fast-paced, often changing environment, adapts well to new processes and procedures.
• Proven ability to work independently with little supervision. Takes initiative to complete tasks that need to be addressed.
• Ability to work well under pressure with the ability to multitask.
• Strong verbal and written communication skills.
• A flexible schedule with the ability to work non-standard business hours.
• A strong work ethic and accountability to deadlines.

Education/Experience:

• Two years work experience in a technical capacity, prior experience in a Network