Regional OCC Operator

Edged Spain-Portugal has an exciting opportunity for someone passionate about sustainability and eager to be part of an innovative company that’s on a journey to transform the world’s data center infrastructure. We are seeking a Regional OCC Operator to join our Spain-Portugal team, working directly with our Regional Service Manager and Regional Program Manager and focusing on providing remote assistance to the data centers, supporting users through to resolution via remote or desk-side support and escalation as required to the vendors, while ensuring the end-to-end support experience has been fully documented within the ticket.

Edged is highly selective about the people we bring on board because our mission depends on it. Progress happens quickly and we must be able to trust one another to be transparent, communicative, strategic, reliable, and driven. We seek ultra-creatives and superstar performers with a sense of humility and a hunger to make a positive impact in the world. We offer flexibility and endless growth opportunities to those who can harness their skills and talents and identify how and where to use them to add value.

• Monitoring of OCC systems to proactively identify infrastructure and service issues for escalation to the operations teams or vendors.
• Provide 1st and 2nd line support to the business through management of incidents and service requests raised through Service Desk tickets.
• Ensuring tickets are resolved within the target SLA.
• Documentation of all communications within the Service Desk tickets.
• Creation and updating of Service Desk knowledgebase articles.
• Advocating the use of the Service Desk and ensuring all ad-hoc support requests are progressed via a ticket.
• Provide remote and desk-side support to end-users
• Supporting users in the use of computer equipment by providing necessary training and advice.
• Facilitate “hands and eyes” for 3rd line/party support.
• Reporting of any security infractions, bad practices, or suspected security breaches to 3rd line.
• Provide feedback on end-user requirements, to contribute to Service Desk design and improvements.
• Work on a 24/7 schedule from Getafe office.

• Experience working in a Help Desk to an agreed SLA, preferably in an ITIL environment.
• Networking knowledge, Public and private clouds, LAN, WAN, TCP/IP, Wi-Fi, switches, and patching.
• Experience from similar jobs such as an IT technician or IT support or in a OCC or equivalent.
• You have previously worked with one or more monitoring systems.
• Experience in Data Center environment is a plus.
• Working with 3rd party contractors, engineers, and support.
• Day-to-day management of vulnerability and patch management system.
• Appropriate qualifications (e.g., CompTIA, MCP, ITIL etc.). or (College, University Degree).
• Team player with excellent interpersonal and communications skills.
• Well organized, able to self-manage as well as work in-line with team priorities and projects.
• Fluent in English.

• Builds familiarity with BMS systems, security access control systems, and basic data center infrastructure
• Has working knowledge of security best practices
• Processes inbound alerts from essential systems and network elements
• Provides timely response to all access and CCTV related alarms
• Processes site maintenance and outage notifications
• Ability to identify and resolve, or report, a detected problem
• Escalates trouble cases and emergencies as needed to lead and/or management personnel

Endeavour is taking on global challenges, and to create the appropriate global solutions is not easy. Our teams work extremely hard because we believe in Endeavour’s mission: to guarantee clean water and renewable energy to everyone, everywhere by decentralizing infrastructure, developing new technologies, & deploying energy, water, and waste treatment solutions that are more profitable than those that currently exist. We are a group of passionate change-makers who want to leave the world better than the way we found it. Endeavour prides itself on hiring talented, highly motivated people because that’s what our mission requires. There is a strong sense of camaraderie between good-natured people who bring their A-game to work every day to make a difference. To work at Endeavour is to know that you are part of something special—something bigger than yourself.