ITS Operations Center Technician II

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., 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

• On-site role; 12-hour Panama rotation including weekends/holidays
• Works as part of a two-person shift team (Day Shift 7:00 am to 7:00 pm)

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., 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, 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.