Company Info
Apex Systems, Inc.


IL, United States

Phone:
Web Site:

Company Profile


Data Center Analyst


col-narrow-left   

Job ID:

4626

Location:

Madison, WI, United States 

Category:

Information Technology
col-narrow-right   

Job Views:

101

Employment Type:

Contractor

Posted:

04.19.2018
col-wide   

Job Description:

 
 

The primary role of this position is to support CDW clients and internal engineering and support coworkers/contractors across CDW’s enterprise-class data center facilities, both internal and partner-owned. Additionally, this role assists the Enterprise Command Center in the triage of CDW client support requests and also provides limited account management support for colocation and hosted clients across all data center facilities. This includes the gathering of information, investigating, troubleshooting, resolving and/or escalating tickets along with clear and concise ticket documentation. Specific training and direct mentorship will be provided to help develop high-quality support and workmanship. 

 

The primary role of this position is to support CDW clients and internal engineering and support coworkers/contractors across CDW’s enterprise-class data center facilities, both internal and partner-owned. Additionally, this role assists the Enterprise Command Center in the triage of CDW client support requests and also provides limited account management support for colocation and hosted clients across all data center facilities. This includes the gathering of information, investigating, troubleshooting, resolving and/or escalating tickets along with clear and concise ticket documentation. Specific training and direct mentorship will be provided to help develop high-quality support and workmanship. 

This position is scheduled in 12-hour shifts, either 6am – 6pm (days) or 6pm – 6am (nights) using a “2 x 3 x 2” shift rotation. 

Key Areas of Responsibility 
• Understand and Deliver Managed Service offerings as outlined in the CDW Service Descriptions and Service Catalog. 
• Understand and follow the processes and procedures defined in the CDW ManS Standard Operating Procedures manual (SOP). 
• Provide on-site support for both external and internal support staff. Work will consist of cabling, racking, troubleshooting, as well as server, network, and facilities equipment maintenance. 
• Take independent ownership of incidents, tasks, and work requests until they are resolved while working with various individuals at CDW to ensure satisfactory solutions. 
• Audit the status of equipment within the environment, assess equipment needs, and make recommendations to better suit both the devices and the data center environment. 
• Develop and improve standards, practices, and overall productivity of operations within and around the data center facility. 
• Document, respond to, and track open requests from Engineers/ Project Managers/ Service Account Managers; 
• Create and improve client and internal support documentation and training materials. 
• Assist in the identification, troubleshooting, and resolution of issues where possible. 
• Escalate and work with senior engineers with necessary. 
• Provide data center escorting for CDW Data Center clients and vendors

The primary role of this position is to support CDW clients and internal engineering and support coworkers/contractors across CDW’s enterprise-class data center facilities, both internal and partner-owned. Additionally, this role assists the Enterprise Command Center in the triage of CDW client support requests and also provides limited account management support for colocation and hosted clients across all data center facilities. This includes the gathering of information, investigating, troubleshooting, resolving and/or escalating tickets along with clear and concise ticket documentation. Specific training and direct mentorship will be provided to help develop high-quality support and workmanship. 

This position is scheduled in 12-hour shifts, either 6am – 6pm (days) or 6pm – 6am (nights) using a “2 x 3 x 2” shift rotation. 

Key Areas of Responsibility 
• Understand and Deliver Managed Service offerings as outlined in the CDW Service Descriptions and Service Catalog. 
• Understand and follow the processes and procedures defined in the CDW ManS Standard Operating Procedures manual (SOP). 
• Provide on-site support for both external and internal support staff. Work will consist of cabling, racking, troubleshooting, as well as server, network, and facilities equipment maintenance. 
• Take independent ownership of incidents, tasks, and work requests until they are resolved while working with various individuals at CDW to ensure satisfactory solutions. 
• Audit the status of equipment within the environment, assess equipment needs, and make recommendations to better suit both the devices and the data center environment. 
• Develop and improve standards, practices, and overall productivity of operations within and around the data center facility. 
• Document, respond to, and track open requests from Engineers/ Project Managers/ Service Account Managers; 
• Create and improve client and internal support documentation and training materials. 
• Assist in the identification, troubleshooting, and resolution of issues where possible. 
• Escalate and work with senior engineers with necessary. 
• Provide data center escorting for CDW Data Center clients and vendors

The primary role of this position is to support CDW clients and internal engineering and support coworkers/contractors across CDW’s enterprise-class data center facilities, both internal and partner-owned. Additionally, this role assists the Enterprise Command Center in the triage of CDW client support requests and also provides limited account management support for colocation and hosted clients across all data center facilities. This includes the gathering of information, investigating, troubleshooting, resolving and/or escalating tickets along with clear and concise ticket documentation. Specific training and direct mentorship will be provided to help develop high-quality support and workmanship. 

This position is scheduled in 12-hour shifts, either 6am – 6pm (days) or 6pm – 6am (nights) using a “2 x 3 x 2” shift rotation. 

Key Areas of Responsibility 
• Understand and Deliver Managed Service offerings as outlined in the CDW Service Descriptions and Service Catalog. 
• Understand and follow the processes and procedures defined in the CDW ManS Standard Operating Procedures manual (SOP). 
• Provide on-site support for both external and internal support staff. Work will consist of cabling, racking, troubleshooting, as well as server, network, and facilities equipment maintenance. 
• Take independent ownership of incidents, tasks, and work requests until they are resolved while working with various individuals at CDW to ensure satisfactory solutions. 
• Audit the status of equipment within the environment, assess equipment needs, and make recommendations to better suit both the devices and the data center environment. 
• Develop and improve standards, practices, and overall productivity of operations within and around the data center facility. 
• Document, respond to, and track open requests from Engineers/ Project Managers/ Service Account Managers; 
• Create and improve client and internal support documentation and training materials. 
• Assist in the identification, troubleshooting, and resolution of issues where possible. 
• Escalate and work with senior engineers with necessary. 
• Provide data center escorting for CDW Data Center clients and vendors

Job Requirements:

Minimum Qualifications 
• Associate’s degree in a computer-related field, plus 6 months of experience in a relevant technical role, OR 
• Minimum of two years’ experience in a technical support or systems administration role 
maintaining high service levels in a demanding environment. 
• Some lifting, bending required (50 lbs) 
• A+ certification (required within 90 days if not in-hand at hiring) 
• ITIL Foundations certification (required within 180 days if not in-hand at hiring)