ITS Operations Center Technician II

Our history: From our start in 2009, Conexess has established itself in 3 markets, employing nearly 200+ individuals nationwide. Operating in over 15 states, our client base ranges from Fortune 500/1000 companies to mid-small range companies. For the majority of the mid-small range companies, we are exclusively used due to our outstanding staffing track record Who We Are: Conexess is a full-service staffing firm offering contract, contract-to-hire, and direct placements. We have a wide range of recruiting capabilities, from help desk technicians to CIOs. We are also capable of offering project-based work. POSITION SUMMARY: Intermediate role within the ITS Operations Center handling complex triage, advanced smart-hands, carrier/vendor lifecycle management to SLA closure, and mentoring Technician I staff. Operates within two-person 12-hour shifts to sustain compliance and resiliency. ESSENTIAL FUNCTIONS:Monitoring & Vendor Management Lead carrier ticket lifecycle: investigate, escalate per playbooks, document follow-ups every hour, drive to resolution Execute advanced smart-hands: patching, optics swaps, console access, demarc testing under engineer direction Validate CI accuracy and remediation steps; ensure proper outage communications Data Center Operations & Compliance Own monthly compliance record submission; audit SOP/runbook adherence; recommend improvements Support after-hours change window monitoring; act as on-site observer and log outcomes Incident Support Support major incident bridges: capture timeline, ensure ticket hygiene, facilitate warm handoffs Provide coaching to Technician I on troubleshooting and documentation standards QUALIFICATION, EDUCATION, KNOWLEDGE, SKILLS:Qualifications: On-site role; 12-hour Panama rotation including nights/weekends/holidays Works as part of a two-person shift team Education: Vocational/Associate degree in IT or related (Bachelor's preferred) Knowledge: Client/EMS, UPS/ATS familiarity Network troubleshooting and vendor coordination Service management tooling (ServiceNow or equivalent) Skills: Strong troubleshooting and disciplined documentation Effective vendor coordination Ability to coach junior technicians Calm under pressure WORK ENVIRONMENT AND TRAVEL REQUIREMENTS: On-site data center environment with frequent standing/walking, lifting up to 40 lbs, PPE adherence, and exposure to environmental noise; safe work practices required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job responsibilities. The position is: On-site

Created: 2026-03-10