OSC Technician

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Job description

As a member of CoreSite's Operations Support Center (OSC) team, and reporting to the OSC Network Manager, the OCS Network Technician will be responsible for a variety of IP and Telecom Engineering support, performing network related troubleshooting and configuration. Management of network and facility maintenance scheduling, customer and staff maintenance inquiries, and monitoring a wide variety of systems and devices on various platforms. The role will be able to manage small projects independently.

Duties:

Support of the Telecom and Network infrastructure environment, 24x7 on-call support may be required

Respond to SNMP trap alarm notifications, resolve/repair issues, and make recommendations for updates to SNMP trap notifications

Day to day support on all network related issues (support tickets, new circuit turn ups, peering, route server problems, etc.)

1st and 2nd level technical support (i.e. 802.1q, Q-in-Q, P2P) on all Ethernet connectivity (Intra-site & Inter-site)

2nd level technical support on all TDM circuits (T1, E1, DS3, OCx, Clocking, etc.)

Continuous improvement of overall network to strengthen network reliability and scalability

Provide support on special requests such as rDNS name change, sFlow data, traffic utilization

Manage IPAM Database

Participate in the documentation of network configurations, procedures and troubleshooting steps

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

Responsible for monitoring CoreSite's Data Center network equipment, critical systems and infrastructure

Analyze alarms for risk to customers based on information from the NMA, building automation and monitoring systems

Escalate high risk alarms if required

Provide dedicated alarm monitoring for specific maintenance events as they occur

Work directly with the local field operations team performing the maintenance to ensure the MOP is adhered to and uptime is maximized.

Provide Tier 2 troubleshooting input during an event related to the power and cooling plant

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

Open and close maintenance windows with the local field operations team and communicate the maintenance window status to customers as appropriate

Provide day-to-day customer support as needed while on shift

Provide day-to-day support and training to CoreSite team members related to the network

Perform other duties as specified in the Standard Operating Procedures and/or as directed by CoreSite Management

Travel to other CoreSite data center for onsite support and/or maintenance

Promote and demonstrate the behaviors consistent with CoreSite's culture and values

Other projects and duties as assigned

Requirements

Knowledge, Skills & Abilities:

A flexible schedule with the ability to work onsite, non-standard business hours and weekends as needed

Familiar with Computerized Maintenance Management Systems

Good knowledge of switched network topologies, VLANs, trunking, spanning tree, port configuration

Good knowledge of network tools such as ping, traceroute, telnet, nslookup, iPerf3, etc.

Good understanding of testing methodologies such as ITU-T Y.1564 (aka EtherSAM), OTDR, etc.

Experience working with test instruments such as EXFO, JDSU, source/power meter, etc.

Good understanding of the OSI Reference Model

Good understanding of digital hierarchy: DS0, DS1, DS3 and SONET networks

Experience working with SONET network elements

Experience working with DWDM

Good understanding of Peering or experience working with Internet Exchange Points

Experience dealing with Tier 1 & 2 carriers, ISPs, etc.

Understanding of copper and fiber cabling

Technical knowledge and experience in electrical and mechanical support systems to include power distribution systems, emergency power, UPS systems, DC power, HVAC, and fire alarm and suppression systems

Excellent written and verbal communications skills

Strong attention to detail and organizational skills

Strong problem solving and troubleshooting skills

Proficient with MS Office Suite with emphasis in Outlook, Excel, Word and Visio

Willingness to learn in a fast-paced, often changing environment, adapts well to new processes and procedures and work well under pressure

Proven ability to work independently with little supervision

Ability to take initiative and work with a sense of urgency that puts the customer first

Ability to type 50 wpm; general computer skills are essential

Education/Experience:

Experience working in a data center environment

At least 3 years of networking experience with Brocade and Cisco OS or equivalent

At least 3-5 years' work experience in a technical capacity with prior experience in a Data Center Operations Center or Data Center Facility Operations strongly preferred

Bachelor's or trade school degree preferred

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the job's essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to stand 1/3 - 2/3 of the time Ability to walk 1/3 - 2/3 of the time

Ability to sit 1/3 - 2/3 of the time Ability to climb and balance 1/3 - 2/3 of the time

Ability to stoop, kneel, crouch and crawl 1/3 - 2/3 of the time

Ability to reach with hands & arms 1/3 - 2/3 of the time

Ability to smell, talk & hear Ability to use hands to type, handle & feel

Ability to reach with hands and arms

Ability to see at close and distance ranges and the ability to see color

Must be comfortable working in a high stress, fast paced environment with shifting priorities

Must be willing to work outside normal business hours, including weekends, late nights, holidays, and on-call support

Ability to lift up to 50 pounds 1/3 of the time

Compensation:

Compensation for this role includes a base salary between $28.75 - $31.15 hourly. This role is also eligible for an annual bonus and equity, based upon individual and company performance.

Benefits

Not only does CoreSite have a fun, team-focused work environment, but we also offer great benefits to all employees regularly scheduled to work more than 20 hours a week!

First-day medical insurance through Cigna with generous premium cost coverage

Dental insurance through Delta Dental

Vision insurance through VSP

Telemedicine through MDLive for Cigna

Healthcare and dependent care flexible spending account (FSA) plans

Health saving account (HSA) plans for employees participating in the High Deductible Health Plan

Life, AD&D, short-term disability, and long-term disability insurance fully paid by the company

Voluntary coverage benefits for supplemental life, critical illness, accident, and hospital insurance

First-day eligibility for 401(k) savings plan through Fidelity, which includes an attractive matching company contribution

Discretionary annual bonus and equity incentive plan

Employee stock purchase plan (ESPP) with a 15 percent discount

16 days of paid time off (PTO)

11 paid company holidays and additional floating holidays

School visitation and elder care paid time off

Parental leave, adoption and surrogacy benefits, and family planning/fertility support

Wellness reimbursement program & wellness incentive program

Free parking or a company contribution toward a public transit pass

Education reimbursement and student loan debt assistance program

Employee assistance program, childcare resources, personal finance management support, and student loan debt assistance program

Pet insurance

Charitable matching program

Applicant Privacy Notice: CoreSite is committed to protecting the privacy and security of personal information submitted by applicants. The California Consumer Privacy Act (CCPA) requires us to provide you information about our personal information handling practices. As a result, we're providing this Privacy Notice that describes how we collect, use, share, and update personal information from individuals who wish to be considered for employment with CoreSite. To read the Applicant Privacy Notice, please go to

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