IT Support Specialist - Overnight Flex Shift

Expedient is a provider of multi-cloud platforms, hosting and security and data center infrastructure as a service (IaaS) solutions. We are a CRN Top 100 Data Center and Solutions Provider, a Top Workplace winner for 6 years and ranked among the Top 3 Managed Service Providers globally. We are hiring an IT Support Specialist on the overnight flex shift in our Indianapolis Operations Support Center. This full-time position will be responsible for monitoring the systems, networks and services as well as taking requests, fielding job tickets and responding to questions from Expedient clients. This is a great tier 1 job opportunity for someone looking to get hands-on experience in a data center/networking/virtualization environment and start a career in IT with growth potential and professional development opportunities. This position has a shift of Monday through Friday from 7:30 p.m. to 3:30 a.m. OR 10:30 p.m. to 7:30 a.m. Flexibility to help provide backup coverage as needed is appreciated.PLEASE NOTE: Due to the nature of services that we provide, Expedient is a business that employs essential workers, based on the CDC guidelines. Under the COVID-19 restrictions, the majority of our employees are currently working remotely. However, there are critical positions, such as this one, that require a physical presence on-site in the data center. As a result, every effort is being made to ensure the protection of our employees in the data center.

• Process and prioritize incoming client phone calls, emails and job ticket questions and/or requests for service-related assistance
• Utilize the trouble ticket system to log all requests and problems/resolutions including documentation of special requests and customizations considered important for future support
• Monitor the operational support systems to proactively identify service impacting events relating to IT, network and facility conditions
• Check in clients to provide them with physical access to their servers and equipment using a strict level of security protocol
• Communicate with clients and internal staff at regular intervals to ensure expectations are set and that appropriate attention is being paid to client requests
• Escalate problems to the appropriate engineering disciplines within the organization or external vendors as required to achieve resolution

• Associate's degree in a technical discipline or equivalent work experience and industry technical certifications (for example: CCNA, CCENT, MCSE, CompTIA Network+, CompTIA A+, etc.)
• Demonstrated level of competency with internet technologies including: principles of networking, Cisco, Juniper; Windows operating system; familiarity with basic UNIX commands, DNS and WEB services
• Experience in a technical support or helpdesk role requiring client support
• Strong analytical and independent problem-solving skills
• Professional and strong verbal communication skills
• Ability to cover weekends or call-offs as needed
• Ability to pass pre-employment screens
• Ability to work 12-hour shifts

• Sitting - stationary/seated position during the work day in order to check in visitors
• Walking - must be able escort visitors to their equipment; must be able to walk the entire perimeter of the physical plant/data center several times during the shift in order to conduct hands-on assessments and to ensure building safety compliance by checking doors, checking temperature in various areas of the server room/data center
• Lifting - frequently lifts lightweight items and occasionally lifts heavyweight materials such as equipment, parts, computer and server hardware
• Dexterity - must be able to lock/unlock security cages, operate security kiosk and print out visitor badges, operate loading dock equipment; must be able to climb and balance oneself on a ladder, must be able to stoop, kneel, crouch and crawl into tight places to access computer hardware, to conduct safety checks, to move equipment, install equipment, etc. as required