Caliber Sourcing
Critical Infrastructure Engineer
Caliber Sourcing, Oregon City, Oregon, United States, 97045
Job DescriptionJob Description:The Supervisor, Technical Operations is a 24x7x365, market-based position responsible for providing physical and Level II technical support to Flexential customers and resources as well as leadership to the TAC employee base. Candidates to be considered for this role must have a solidified understanding of Facilities infrastructure, Windows operating systems, PC Troubleshooting and Management Applications. Additionally, candidates for this role must have demonstrated intermediate leadership skills and abilities. Technical Assistance Center Supervisor's must be able to demonstrate the ability to represent Flexential both professionally and technically during interactions with customers and internal resources in a calm and professional manner. Key Responsibilities and Essential Job Functions
Customer Support (35% of Duties)
Provide Support to the Flexential Customer BaseTimely resolution and/or escalation of customer issuesMaintain a level of professionalism while engaging with customersTroubleshoot and document technical issues using Flexential ticketing systemFollow Flexential Support processes and proceduresExecute routine maintenance procedures (Customer reports, System Updates, Backup Services)Infrastructure inventory audit and verificationPhysical device alert review throughout data centers.Incident triage and escalationAssist with customer Joint Technical Review preparationParticipate and/or present Joint Technical ReviewProvision Flexential Services (25%)
Coordinate and/or complete physical and logical installations of Flexential servicesUpdate all relevant and required documentationLeadership Responsibilities (15%)
Manage assigned workflow tasks in order to provide timely turnaround to customerRespond professionally and effectively to Customer requests and/or issuesExecution of technical tasks required to transition Customers from sales to ongoing supportProvides feedback and coaching to TAA's in a variety of ways to include real-time feedback and assigned regular one-on-one meetings. Management of TAC internsMaintaining TAC work schedule including drafting, obtaining TACM approval, publishing, and tracking/approval of PTO requestsResource Assignment in TACOversight of all special projectsTaking ownership of technical issue and communication to the customer, partners, and internal departments of any issue you or your team are assigned toPossess a minimum of two core strengths within the verticals of Flexential ServicesDevelop training plan for TAC personnelConduct and assist with knowledge transfer and training exercisesOther duties as assigned by managerAssist in Facility Operations (5%)
Follow Flexential data center policies and proceduresParticipate in Facility Training ProgramsWork with Market Facility Operations Engineer on daily data center managementManage inventory levels of data center consumables/suppliesTraining (5%)
Maintain a working level of proficiency with all Flexential servicesRecruiting (15%)
Participate in market recruiting activities to include development fostering of relationships with educational partnersScreen resumes of intern and full-time job candidatesSchedule and participate in and/or lead initial phone screen of candidatesSchedule and participate in and/or lead onsite interviews for candidatesParticipates in the candidate disposition processPerform other duties as required and assignedRequired Qualifications
Demonstrated prior leadership experiencePassion for providing a great customer experienceExperience in a 24/7 production environmentExcellent troubleshooting skillsStrong understanding of Microsoft Operating systemsExcellent verbal and written communications skills.Strong attention to detail, making and keeping commitments and meeting deadlines.High school diploma or equivalentA minimum of 30 hours a week will be devoted to work directly related to the Douglasville, GA Data Centers, with your physical presence required at the Douglasville site.Preferred Qualifications
Familiarity with ITIL Incident Response methodology•Must be a self-starter and motivated•Fundamental certifications (A+, Net+ or Sec+)•Fundamental knowledge of networking - Routing, Subnets, Communication protocols•A.S. degree in Computer Science, MIS, CIS, a related field, or equivalent experiencePhysical Requirements
Ability to sit for extended periods of timeWalk or Stand for 80% of the timeModerate or advanced keyboard usageLift up to 25 lbs.Hourly Pay Range
Hourly pay range for this position is estimated to be ($32.69 - $39.86). However, the actual pay range depends on each candidate's experience, location, and qualifications.Benefits of working at Flexential
Medical, Telehealth, Dental and Vision401(k)Health Savings Accounts (HAS) and Flexible Spending Accounts (FSA)Life and AD&DShort Term and Long-Term disabilityFlex Paid Time Off (PTO)Leave of AbsenceEmployee Assistance ProgramWellness ProgramRewards and Recognition Program Benefits are subject to change at the Company's discretion.EEO Statement : Flexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
This position has the following safety hazards:
ChemicalElectricalErgonomicsClimb laddersMechanical liftNoiseTemperature ExtremesTrip/FallDriving (must possess valid driver's license and insurance)Other:
Customer Support (35% of Duties)
Provide Support to the Flexential Customer BaseTimely resolution and/or escalation of customer issuesMaintain a level of professionalism while engaging with customersTroubleshoot and document technical issues using Flexential ticketing systemFollow Flexential Support processes and proceduresExecute routine maintenance procedures (Customer reports, System Updates, Backup Services)Infrastructure inventory audit and verificationPhysical device alert review throughout data centers.Incident triage and escalationAssist with customer Joint Technical Review preparationParticipate and/or present Joint Technical ReviewProvision Flexential Services (25%)
Coordinate and/or complete physical and logical installations of Flexential servicesUpdate all relevant and required documentationLeadership Responsibilities (15%)
Manage assigned workflow tasks in order to provide timely turnaround to customerRespond professionally and effectively to Customer requests and/or issuesExecution of technical tasks required to transition Customers from sales to ongoing supportProvides feedback and coaching to TAA's in a variety of ways to include real-time feedback and assigned regular one-on-one meetings. Management of TAC internsMaintaining TAC work schedule including drafting, obtaining TACM approval, publishing, and tracking/approval of PTO requestsResource Assignment in TACOversight of all special projectsTaking ownership of technical issue and communication to the customer, partners, and internal departments of any issue you or your team are assigned toPossess a minimum of two core strengths within the verticals of Flexential ServicesDevelop training plan for TAC personnelConduct and assist with knowledge transfer and training exercisesOther duties as assigned by managerAssist in Facility Operations (5%)
Follow Flexential data center policies and proceduresParticipate in Facility Training ProgramsWork with Market Facility Operations Engineer on daily data center managementManage inventory levels of data center consumables/suppliesTraining (5%)
Maintain a working level of proficiency with all Flexential servicesRecruiting (15%)
Participate in market recruiting activities to include development fostering of relationships with educational partnersScreen resumes of intern and full-time job candidatesSchedule and participate in and/or lead initial phone screen of candidatesSchedule and participate in and/or lead onsite interviews for candidatesParticipates in the candidate disposition processPerform other duties as required and assignedRequired Qualifications
Demonstrated prior leadership experiencePassion for providing a great customer experienceExperience in a 24/7 production environmentExcellent troubleshooting skillsStrong understanding of Microsoft Operating systemsExcellent verbal and written communications skills.Strong attention to detail, making and keeping commitments and meeting deadlines.High school diploma or equivalentA minimum of 30 hours a week will be devoted to work directly related to the Douglasville, GA Data Centers, with your physical presence required at the Douglasville site.Preferred Qualifications
Familiarity with ITIL Incident Response methodology•Must be a self-starter and motivated•Fundamental certifications (A+, Net+ or Sec+)•Fundamental knowledge of networking - Routing, Subnets, Communication protocols•A.S. degree in Computer Science, MIS, CIS, a related field, or equivalent experiencePhysical Requirements
Ability to sit for extended periods of timeWalk or Stand for 80% of the timeModerate or advanced keyboard usageLift up to 25 lbs.Hourly Pay Range
Hourly pay range for this position is estimated to be ($32.69 - $39.86). However, the actual pay range depends on each candidate's experience, location, and qualifications.Benefits of working at Flexential
Medical, Telehealth, Dental and Vision401(k)Health Savings Accounts (HAS) and Flexible Spending Accounts (FSA)Life and AD&DShort Term and Long-Term disabilityFlex Paid Time Off (PTO)Leave of AbsenceEmployee Assistance ProgramWellness ProgramRewards and Recognition Program Benefits are subject to change at the Company's discretion.EEO Statement : Flexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
This position has the following safety hazards:
ChemicalElectricalErgonomicsClimb laddersMechanical liftNoiseTemperature ExtremesTrip/FallDriving (must possess valid driver's license and insurance)Other: