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ManagedWay Company

Help Desk Technician

Facilities – Troy, Michigan
Department Facilities
Employment Type Full-Time
Minimum Experience Mid-level
Compensation $13-$16 / Depending on Experience

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Help Desk Technician

Position Summary:

The night shift Help Desk Technician is a front-line responder who is responsible for troubleshooting problems with the network and infrastructure and providing live support to customers. This position is working in a help desk environment within our Data Center that maintains a comprehensive workflow of the company’s ticketing system and responds to trouble tickets in a timely and orderly fashion. You will collaborate with other Help Desk Technicians to monitor equipment within the data centers and complete preventative maintenance to ensure 100% uptime. The ideal candidate will possess help desk or similar experience in order to drive innovation while reducing operational costs in the facilities. 

Responsibilities:

  • The Help Desk Technician is responsible for monitoring and troubleshooting all equipment and systems, including but not limited to: stand-by diesel generators, switchgear, UPS’s, PDUs, chillers, cooling towers, pumps, motors, servers, building automation systems, network equipment, customer-owned equipment, Internet, and data circuits.

  • The help desk environment utilizes internal ticketing to manage workflows and to respond to customer support requests and inquiries.

  • Work with engineers and management on trouble tickets and creating end of shift reports.
  • Operating and maintaining computational and electrical equipment.

  • Performing root cause analysis of equipment failures.

  • Troubleshooting of facility and rack-level events within internal SLA.

  • Ensuring that all safety procedures and policies and procedures are strictly adhered to while performing work.

  • Taking operational readings of all mechanical and electrical equipment.

  • Completing all required reports and documentation.

  • Monitoring and securing all owned and leased facilities including data centers, caged areas, etc. within the Data Center.

Requirements:

  • Technical (Military, Trade School, College) training and/or 2+ years of relevant work experience.

  • Able to work a 12-hour night shift, 10pm-10am, 2 days on 2 days off shift

  • Must be able to display positive attitudes and behaviors, which demonstrate an awareness and willingness to respond to customers in order to meet their needs, requirements and expectations.

  • High attention to detail to prevent errors

  • Ability to prioritize in a complex and fast-paced environment.

  • Work at heights and from ladders. Perform physical tasks all day without becoming overly tired. Regularly lift and/or move up to 49 pounds and participate in group lifts of 50 pounds or more. Reach and stretch to position equipment and fixtures while maintaining balance. Coordinate body movements when using tools or equipment. 

  • Understanding of IT security with best practices. 

  • Ability to perform well under pressure.  

  • Excellent communication skills and ability to write technical documentation.  

  • Must have initiative and capable of working independently as well as within a team.  

 The Perks to working at ManagedWay 

We offer benefits with BCBS, 3% 401k match, great vacation and holiday package, Awesome Culture, 12 hour shifts enabling 3 to 4 day work weeks, competitive pay, advancement opportunities within, one on one training and continuous education.

Company Overview:

ManagedWay is the premier service provider for Cloud Computing, Fiber Optic Internet, and Colocation.   We are a recognized industry leader in managed hosting solutions and we pride ourselves on providing top-notch service to our clients.  ManagedWay provides high bandwidth internet services via fiber optic cable as well as established internet Points of Presence in dozens of cities across the United States, Canada, and Europe.  Our company is growing rapidly and looking for talented individuals to add to our team.

 ManagedWay is committed to providing equal employment opportunities to all applicants and employees without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or any other legally protected status in accordance with all applicable federal, state, and local laws.

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  • Location
    Troy, Michigan
  • Department
    Facilities
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level
  • Compensation
    $13-$16 / Depending on Experience
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