Iron Mountain NOC Specialist - 3rd Shift in Phoenix, Arizona

Overview

Iron Mountain Incorporated (NYSE: IRM), founded in 1951 and ranked as a Forbes 2018 America’s Best Employers, is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world, Iron Mountain stores and protects billions of valued assets, including critical business information, highly sensitive data, and cultural and historical artifacts. Providing solutions that include information management, digital transformation, secure storage, secure destruction, data centers, cloud services and art storage and logistics, Iron Mountain helps customers lower cost and risk, comply with regulations, recover from disaster, and enable a digital way of working. Visit www.ironmountain.com for more information.

Responsibilities

The Iron Mountain Data Center Network Operations team is seeking technically talented, customer service experienced and driven individual to join our Network Operations team in Phoenix, AZ.The Iron Mountain Data Center Network Operations Specialist is the first level of application and facility monitoring and escalation; inbound internal and external requests (via phone, email or automated request) processing and allocation within IMDC’s ticketing application to appropriate end team; initial Incident logging and escalation; process media orders for outbound shipping; arrange visitor requests and onsite visitor escorting. The Specialist must understand and use independent thought and take a proactive approach towards system monitoring, problem reporting, and resolution, while maintaining service level agreement (SLA) timelines.

Key Responsibilities:

  • Provide first level support of enterprise level customer requests via email or phone

  • Responsible for maintaining IT Service Management (ITSM) ticketing application workflows and responding to all incoming incidents and service requests within the required service level agreement

  • Provide customers with notifications as directed by the management team or defined as per standardized procedures

  • Monitor local and remote colocation facilities resources including electrical equipment, compute and network infrastructure equipment using Building Management System (BMS) and network monitoring applications. Take appropriate actions on any alerts discovered or received

  • Perform daily media management and shipping/receiving of classified information for a large number of customers

  • Monitor the physical security and general housekeeping of the Data Center and Network Operations Center. Process local/remote site visitor access requests. Provide escort services for visitors (when required)

  • Install or de-install computer equipment, peripherals, cabling and associated components as needed

Qualifications

  • Must be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations

  • Excellent written and verbal communication skills

  • Strong customer service experience

  • Must have the ability to take a proactive approach to key responsibilities while exercising the ability to independently make decisions "on the fly"

  • Must have critical thinking skills and the ability to take logical approaches to problem solving

  • Must possess the ability to work with or without direct supervision and follow documented procedures

  • Working knowledge of technical and functional responsibilities of an IT Service Desk and of general data center operations

  • Working knowledge of common operating systems and software applications (including MS Office)

  • Must be able to work in a 24X7 shift environment with a flexibility to work diverse schedules

Experience/Education Requirements:

  • AS or BS in Computer Science or Information Technology or the equivalent of at least 1 year experience in Information Technology, Service Desk or Data Center related fields

  • The ideal candidate would have ITIL knowledge and experience, as well as general understanding of data center environments

Compliance Obligations:

It is the responsibility of every Iron Mountain employee:

  • to comply with all applicable laws, rules, regulations, and company policies

  • to exhibit ethical behavior in accordance with our Code of Ethics and Business Conduct

  • to complete required training within the allotted time frame

Every Iron Mountain employee has an obligation to promptly report issues and violations.

Iron Mountain is an equal opportunity employer, and does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions.

Iron Mountain is an equal opportunity employer, and does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions.

Requisition # 2019-20180

Category Information Technology

Type Full-Time

Work From Home (Virtual) Yes