Datacenter Support Specialist

About the role

You will be the coordination hub for datacenter operations at a managed infrastructure provider serving mid-market customers who judge you on responsiveness and clarity. Tickets, customer requests, technician dispatch, vendor coordination, and follow-through all flow through you. Your organization and communication determine whether issues resolve smoothly in hours or stall for days: you will triage accurately, dispatch the right technician with the right information and parts, and keep customers informed with honest updates until closure. You will build relationships with customer contacts who learn to trust your updates because they are always accurate and timely. Your knowledge base contributions will outlive your tenure, helping every future coordinator handle known issues faster. You will also identify systemic problems hiding in ticket patterns: recurring failures, vendor quality issues, and process gaps that ticket data reveals to those who look. Your escalation judgment will improve with every incident you coordinate.

What you will achieve

• Triage incoming tickets with accurate prioritization and routing, keeping misrouted tickets below 5 percent and re-triage delays near zero.
• Maintain SLA compliance above 95 percent across all ticket classes through proactive follow-up on aging tickets and escalation before breaches occur, not after.
• Deliver customer updates that are timely, accurate, jargon-free, and professional, earning positive satisfaction scores on the tickets you coordinate.
• Build and maintain knowledge base articles capturing proven solutions, measurably reducing repeat escalations for known issue types.
• Coordinate remote-hands requests with precise, complete instructions, achieving first-visit completion on the majority of dispatches and eliminating wasted trips.

What you will bring

Must-haves

• 2 to 5 years in technical support coordination, datacenter operations, NOC-adjacent roles, or dispatch environments.
• Strong organizational skills managing dozens of concurrent tickets, priorities, and stakeholders without dropping any.
• Clear written and verbal communication with both technical staff and non-technical customers under time pressure.
• Basic technical literacy across servers, networking, and datacenter facilities sufficient to triage intelligently.
• Composure managing urgent issues and demanding customers simultaneously without losing accuracy.
• High school diploma or equivalent; certifications valued.

Nice-to-haves

• ITIL Foundation certification or equivalent service management training.
• Experience with ServiceNow or similar ITSM platforms including reporting.
• Familiarity with colocation customer environments and their service expectations.
• Basic project coordination experience for multi-step customer requests.