Operations Support Center (OSC) Technician

Expedient provides managed information technology solutions including system and network administration. The company has an immediate need for an Operations Support Center (OSC) Technician to be responsible for customer request management. The position operates on a rotating schedule in support of operations 24 hours a day, 7 days. Expedient employees enjoy a competitive pay and benefits package including medical, dental and vision insurance, flexible spending accounts, life insurance, paid time off, company holidays, and a 401(k) program with a company match. The incumbent will report to the local market Operations Support Supervisor, and be located in Upper Arlington, OH. Expedient is owned by Continental Broadband, LLC. More information is available at http://www.expedient.com

Primary Responsibilities:

• Review and resolve customer requests as escalated by phone, electronically and in person in accordance with weekly productivity goals
• Produce and present documentation, training and standard operating procedures (SOPs) for both internal and customer use
• Create and deliver informative notifications to customers about planned maintenance activities
• Participate in 24x7 on call rotation (approximately 1 of every 6 weeks)
• Partner with Monitoring Analysts to identify and resolve chronic alerts
• Follow security procedures to facilitate customer access requests inside the data center using access control lists
• Process and prioritize customer requests by phone, e-mail, or in person for service related assistance applying to a variety of technologies
• Utilize the trouble ticket system to log all requests and activities including documentation of special requests and customizations considered important for future support
• Act as a backup when called upon to monitor the operational support systems and proactively identify service impacting events relating to IT, network, and facility conditions
• Communicate with customers and internal staff at regular intervals to ensure expectations are set and that appropriate attention is being paid to customer requests
• Escalate to the appropriate engineering disciplines within the organization or external vendors and monitor status to achieve required resolution
• Support customer solutions across all Expedient data centers as assigned by the management team
  

Minimum Qualifications:

• Associate degree in a technical discipline or two years equivalent work experience and two industry technical certifications (CCNA, MCSE, A+, etc)
• Ability to prioritize and be productive in high-pressure situations, providing timely status updates to stakeholders
• Strong troubleshooting ability. Ability to identify and resolve problems in "down" situations
• Ability to work shifts between 7pm and 7am on a rotating schedule
• Excellent written and verbal communication skills
• Strong analytical and independent problem solving skills
• Demonstrable level of competency with Internet technologies including:
  • Principals of networking
  • Windows operating system
  • Familiarity with basic UNIX commands
  • DNS and WEB services

Submit your salary requirements, cover letter and resume to support.resumes@expedient.com. Expedient is an Equal Opportunity Employer, promoting a drug-free workplace.