What are the responsibilities and job description for the Technical Support Analyst - Auburn Hills position at US Signal Company LLC?
US Signal is a leading data center services provider, offering secure, reliable network, cloud hosting, colocation, data protection, and disaster recovery services — all powered by its expansive, robust fiber network. US Signal also helps customers optimize their IT resources through the provision of managed services and professional services.
We are seeking a Technical Support Analyst to join our team in Auburn Hills, MI. This role is performed on-site. This is a day shift position working 8 a.m. to 5 p.m. Monday through Friday.
The Technical Support Analyst is part of the Technical Operations Center team and is responsible for staffing the data center reception desk to assist with day-to-day operations within the Data Center. The primary functions will include greeting customers, answering phones, escorting customers to locations, and receiving shipments, among other things. An Analyst is an entry level role for those interested in learning help desk operations and has a high potential to be promoted into a technical support role.
Functions/Responsibilities:
- Welcome customers at the front desk of the data center.
- Answering phones if necessary to get customer information or transferred to another department.
- Work on administrative tasks as the TOC needs.
- Escort vendors and customers around the data center.
- Triage and escalate customer requests.
- Consistently meet and exceed SLAs.
- Communication and collaboration with internal departments particularly Engineering and Outside Operations.
- Data center walkthroughs to ensure the premises are secure.
- Preventative facilities work based on MOPs provided by US Signal Facilities team.
- Perform escorts and remote hands for customers at the data center.
- Process incoming deliveries at the data center.
- Special projects as deemed necessary by US Signal Leadership.
What you bring to the team:
- Great customer focus
- Willingness to learn and grow into a technical role
- Basic understanding of technology as it relates to fiber and data centers
- High level of analytical ability
- Attention to detail and accuracy
- Excellent organization skills
- Ability to multitask in a fast-paced environment
- Ability to work well with all areas of the US Signal organization as well as external customers and vendors
Education:
High School G.E.D or equivalent. Previous customer service experience preferred.
Experience:
The desired candidate will have experience in Microsoft Windows and Office and have worked in a customer facing role before.
Required Licenses(s)/Certifications(s):
Must be able to achieve CJIS certification within introductory period of employment.
What We Offer:
In return for your hard work and commitment, you will enjoy a supportive and inclusive workplace, along with the following benefits:
- Generous paid time off policy, including vacation, sick time, and 10 paid holidays
- Competitive and comprehensive medical, dental, and vision benefits plans with Flexible Spending benefits including medical/dental expenses and dependent care
- 401(k) retirement plan with a generous contribution
- Group Term Life Insurance covered 100% by employer
- Wellness program to promote overall employee well-being
- Health club reimbursement
- Paid volunteer time
- Business casual dress code
Working Conditions and Physical Demands:
This position operates in a variety of environments. While most of the time is spent in a professional office environment routinely using standard office equipment, there are some physical demands related to the data center work including sitting, standing, lifting up to 50lbs, climbing ladders or scaffolding, repeated bending, crouching, stooping, stretching and/or crawling.
All US Signal employees will comply with US Signal Information Security policies to ensure the confidentiality, integrity, and availability of US Signal and customer data. All employees are responsible to ensure actions comply with state and federal regulations and requirements.
We offer a competitive compensation and benefits package including a 401k plan with a match. If you are looking to be part of a dynamic team, please apply now.
Equal Opportunity Employer
Benefits:
What We Offer:
In return for your hard work and commitment, you will enjoy a supportive and inclusive workplace, along with the following benefits:
- Generous paid time off policy, including vacation, sick time, and 10 paid holidays
- Competitive and comprehensive medical, dental, and vision benefits plans with Flexible Spending benefits including medical/dental expenses and dependent care
- 401(k) retirement plan with a generous contribution
- Group Term Life Insurance covered 100% by employer
- Wellness program to promote overall employee well-being
- Health club reimbursement
- Paid volunteer time
- Business casual dress code
Working Conditions and Physical Demands:
This position operates in a variety of environments. While most of the time is spent in a professional office environment routinely using standard office equipment, there are some physical demands related to the data center work including sitting, standing, lifting up to 50lbs, climbing ladders or scaffolding, repeated bending, crouching, stooping, stretching and/or crawling.
All US Signal employees will comply with US Signal Information Security policies to ensure the confidentiality, integrity, and availability of US Signal and customer data. All employees are responsible to ensure actions comply with state and federal regulations and requirements.
We offer a competitive compensation and benefits package including a 401k plan with a match. If you are looking to be part of a dynamic team, please apply now.
Equal Opportunity Employer
