Support Agent - Night |Grand Rapids, MI (On-Site)
What we do:
US Signal is a leading data center services provider, offering secure, reliable network, cloud hosting, colocation, data protection, and disaster recovery services — all powered by its expansive, robust fiber network. US Signal also helps customers optimize their IT resources through the provision of managed services and professional services.
We are seeking a Support Agent to join our team in one of our Grand Rapids, MI data centers. This role is performed on-site. This is a 12-hour night shift position Sunday to Tuesday and every other Wednesday.
This role plays a key role within the Technical Operations Center, delivering Tier One support across a range of services including Cloud, Connectivity, Colocation, Data Protection, and Security.
- Customer Support & Communication: Respond to customer inquiries via phone, email, and chat; provide timely updates and ensure accurate documentation of all interactions.
- Technical Troubleshooting: Perform Tier 1 troubleshooting and implement basic service changes while meeting or exceeding service level agreements (SLAs).
- Collaboration & Escalation: Work closely with internal teams such as Engineering and Outside Operations to escalate and resolve complex issues.
- Data Center Operations: Conduct facility walkthroughs, provide remote hands support, escort visitors, and process incoming deliveries.
- Facilities & Special Projects: Execute preventative maintenance tasks per MOPs and support special projects as assigned by leadership.