CENTER SUPPORT JOB DESCRIPTION

A Center Support role is a hands-on infrastructure position, not a policy function. Every shift involves monitoring live systems, triaging incidents, and keeping physical and logical layers of an enterprise data center running within defined SLAs. ITIL Foundation certification is a baseline credential in this space, and DCCA recognition from Schneider Electric appears consistently across hiring requirements. The role answers to operations leadership and interacts daily with system owners, third-party vendors, and enterprise stability teams to resolve issues before they affect the business.

As the Center Support, you handle first and second-level infrastructure triage across servers, storage, network, and operating systems, owning incident response from initial alert through resolution and stakeholder communication. You operate within a 24x7 operations environment, coordinating with technology teams, vendors, and system owners to maintain uptime and fulfill the data center's service level commitments.

Career Impact: Hands-on exposure to enterprise-grade infrastructure spanning NOC operations, disaster recovery planning, and asset management builds a track record that qualifies you for senior infrastructure and operations engineering roles.

Business Impact: When monitoring alerts go unactioned or batch processing failures pile up uncoordinated, SLA breaches follow - this role is the operational layer that prevents that outcome for the enterprise.

Growth Opportunity: The combination of ITIL process discipline and DCCA-level physical infrastructure knowledge positions you to step into Data Center Operations Manager or Infrastructure Engineering tracks within three to five years.

• Monitor live infrastructure alerts across servers, storage, and network layers to assess and resolve incidents within SLA windows.
• Conduct approved requests using Standard Operating Procedures to start, stop, and manage services, devices, and scheduled jobs.
• Serve as the primary vendor contact for all data center activity, ensuring every engagement is logged, resolved, and communicated to stakeholders.
• Coordinate mainframe batch and distributed processing failures to prevent scheduling gaps from breaching service level agreements.
• Assist with hardware installations, decommissions, and physical cabling to maintain availability and proper power and fiber connectivity.
• Enhance and test system recovery plans in collaboration with technology teams to validate restoration within established timeframes.
• Oversee the asset management process including receiving, logging, and delivering data center hardware from loading dock to deployment location.
• Mentor less experienced analysts and validate their work to maintain team consistency across 24x7 operations coverage.

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 3 or more years of data center or NOC operations experience, with demonstrated incident triage and resolution ownership.
• ITIL Foundation certification required, demonstrating knowledge of service management processes including incident, problem, and change management.
• Proficiency across multiple operating systems including Mainframe, UNIX, Linux, AIX, and Windows in a production environment.
• Working knowledge of LAN and WAN networking concepts, database terminology, and large-scale batch scheduling systems.
• Experience supporting large-scale disaster recovery planning and participating in restoration exercises.
• Strong analytical and troubleshooting skills with the ability to manage concurrent incidents and set appropriate priorities under pressure.

• Certified Data Center Associate (DCCA) certification issued by Schneider Electric, demonstrating physical infrastructure and facilities knowledge.
• Familiarity with Data Center Infrastructure Management platforms for monitoring power, cooling, and space capacity.
• Experience coordinating Mechanical, Electrical, and Plumbing escalations with facilities teams in a co-located or enterprise data center environment.
• Prior exposure to root cause analysis methodology and formal post-incident review processes within an ITIL-aligned operations team.

• Mean time to resolution for infrastructure incidents, measured against defined SLA thresholds per severity tier.
• Batch processing SLA adherence rate, reflecting how consistently scheduled jobs complete within committed windows.
• Asset management accuracy rate, measured by inventory audit results against the asset tracking system.
• Change order compliance rate, tracking how reliably all vendor and hardware activity is logged before work begins.
• System recovery validation frequency, measured by the number of recovery plan tests completed and documented per quarter.
• Typical tools: Infrastructure monitoring platforms (commonly SolarWinds or equivalent); ITSM and ticketing systems (commonly ServiceNow or equivalent); mainframe scheduling software (commonly Control-M or equivalent).

• Base Salary Range: $55,000 to $80,000 per year, depending on experience and location.
• Bonus: Annual performance bonus of 5 to 10 percent of base salary.
• Equity: Typically not offered at this level in operations roles.
• Health Benefits: Medical, dental, and vision coverage, with employer contribution toward premiums.
• PTO: 15 to 20 days per year, plus standard US public holidays.
• Common Perks: On-call differential pay, certification reimbursement for ITIL and DCCA, and shift premium for overnight coverage.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background check completion is required prior to employment in this role, given the physical access responsibilities associated with enterprise data center environments. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or any other characteristic protected under applicable federal, state, and local law. Reasonable accommodations are available to individuals with disabilities throughout the application and employment process. Candidates must be authorized to work in the United States.

The Center Support owns technical triage and resolution for moderate to complex issues across hardware, operating systems, and services within Data Center Operations, overseeing asset management and system recovery planning. Working with technology teams and external vendors, this role ensures infrastructure availability and business continuity through disciplined monitoring, backup management, and change coordination.

Key Responsibilities

• Perform technical analysis, triage and resolution for moderate to complex issues within Data Center Operations, including hardware, operating systems and services.
• Utilize monitoring tools to assess, diagnose, communicate and resolve moderate to complex infrastructure issues.
• Conduct approved requests using Standard Operating Procedures to start and stop services, devices and jobs.
• Serve as point of contact for vendors to coordinate activities within the Data Center and ensure all activity is properly logged and resolved.
• Assist with installations, moving or decommissioning hardware and ensure proper power, fiber and other cabling is installed and functional.
• Enhance, maintain and test system recovery plans in conjunction with technology teams.
• Conduct data management activities to ensure backups are established, monitored and successfully used in recovery scenarios.
• Oversee the Data Center Asset Management process including receiving, unpacking, logging and delivering hardware to proper locations.

Required Qualifications

• Bachelor's degree or equivalent knowledge required.
• ITIL Foundation certification and Certified Data Center Associate (DCCA) issued by Schneider Electric required.
• Minimum 3 years of experience in a data center or NOC environment.
• Knowledge of data centers, servers, storage devices, network, cabling and Data Center Infrastructure Management (DCIM).
• Proficiency with Operating Systems including Mainframe, VMS, UNIX, Linux, AIX and Windows.
• Operational knowledge of database terms, networking functions including LAN and WAN, and large batch scheduling systems.
• Experience with large-scale disaster recovery planning and implementation.
• Strong analytical, troubleshooting and organizational skills with ability to manage multiple priorities.

Embedded within a university center, the Center Support delivers front-line student services spanning enrollment advising, financial aid guidance, and facility coordination. Working closely with academic advisors, faculty, and university departments, this role ensures students receive timely, accurate support that sustains enrollment and academic progress.

Core Functions

• Receive and respond to phone calls, emails and walk-ins from current students.
• Plan and coordinate events with the Associate Center Director and Center Director.
• Update and analyze attendance rosters and enforce attendance policies and retention procedures.
• Assist with student and public queries related to enrollment, applications, advising and university services.
• Advise students on academic and financial aid questions and set appointments with assigned advisors.
• Maintain and organize relevant records, documents and student documentation in a database.
• Accept payments and advise on student ledgers, including collection and safeguarding of tuition and related fees.
• Provide Accessibility, Military, Career and Title IX resource referrals.
• Ensure classroom, equipment and facility readiness for daily activities including conferences and academic classes.

Qualifications and Experience

• Bachelor's degree preferred.
• Minimum 4 years of related experience required.
• Experience in customer service, with preference for higher education or technology-driven enterprise environments.
• Strong organizational and interpersonal skills with proven ability to work independently and manage multiple priorities.
• Ability to interact with various university departments and provide solutions in a fast-paced environment.
• Strong problem-solving, analytical and communication skills, both verbal and written.

Reporting to team leadership, the Center Support delivers production application support for Contact Center platforms, resolving incidents and developing monitoring dashboards that increase system availability. Partnering with infrastructure and operations teams, this role strengthens service reliability through structured readiness processes, off-hours escalation coverage, and continuous process improvement.

Primary Duties

• Analyze and resolve application issues in production environments.
• Document resolutions in the Knowledge Article System and maintain full working knowledge of Contact Center applications.
• Develop and enhance monitoring dashboards and alert processes to increase application availability.
• Perform troubleshooting, debugging and issue triaging for production incidents.
• Develop and improve Production Readiness processes to ensure team readiness for features deployed to production.
• Provide off-hours on-call escalation support on a rotational basis in support of service recovery events.
• Coordinate off-hours release, deployment and maintenance support and application health validation.
• Work with team leaders to design and implement process improvements in production services and operations.
• Manage and maintain environment objects such as certificates, password rotations and currency patching in alignment with security standards.

Skills and Qualifications

• College degree in Computer Science required.
• Minimum 3 years of experience in production support of voice applications.
• Knowledge of Contact Center technical environments including Genesys Voice, Verint Call Recording, CTI Softphone, VoIP and Contact Center Cloud Technology.
• Experience with Genesys Cloud chat and email, or NICE inContact Cloud.
• Proficiency with Linux operating systems and automated deployment tools such as Bitbucket, Bamboo and Jenkins.
• Experience configuring system monitoring and alerting tools including Splunk, AppDynamics and ITSI.
• Knowledge of Change Management, Incident Management, Problem Management and Root Cause Analysis.
• Strong problem-solving, communication and interpersonal skills with poise under pressure.

Sitting at the intersection of network engineering and customer success, the Center Support troubleshoots complex routing and switching incidents on the Nexus series while collaborating with global teams to submit defects and elevate product quality. Operating across heterogeneous network environments and internal labs, this role serves as a trusted technical resource for worldwide customers and partners.

Duties

• Troubleshoot and resolve incidents related to routing and switching on the Nexus series of switches.
• Work with customers via collaboration tools to solve highly complex technical issues.
• Recreate customer technical problems within internal lab environments.
• Collaborate with colleagues in other technology teams to solve issues in heterogeneous network environments.
• Assist in training junior engineers and contribute to team knowledge sharing.
• Collaborate with engineering teams to improve product quality by identifying and submitting software defects.

Experience and Qualifications

• Bachelor's degree in a technical field with 3-5 years of relevant experience.
• Strong knowledge of common routing and switching protocols including STP, OSPF and BGP.
• Experience with Nexus series switches and NXOS preferred.
• Knowledge of VXLAN EVPN, OTV and Fabricpath preferred.
• Current valid certification such as CCNA, CCNP, CCIE or Devnet preferred.
• Basic knowledge of a programming language, preferably Python.
• Strong analytical and troubleshooting skills with ability to learn new technology quickly.
• Comfortable working independently and in a team environment.

A key member of a managed services support team, the Center Support delivers incident, problem, and change ticket handling for Contact Center environments while providing application maintenance and minor development support. Collaborating across client teams and internal personnel on a rotational on-call schedule, this role enables uninterrupted service delivery for government-level clients requiring Secret clearance.

Functions

• Provide support in a Service Management environment including handling of incidents, problems and change tickets as per defined service levels.
• Communicate with clients to determine the nature and severity of service incidents and service requests.
• Analyze client-reported incidents and service requests to obtain resolution or an acceptable workaround.
• Document service incident and service request workarounds and resolutions clearly and effectively.
• Provide technical support related to the maintenance and administration of applications.
• Provide development support for minor enhancements and customizations.
• Collaborate with clients and team members to balance priorities and find solutions.
• Participate in on-call shifts following a defined rotational schedule.

Requirements

• Valid Secret Level Security Clearance required.
• Genesys Certified with minimum 3 years of Genesys Application Suite Support experience.
• Experience with IVR call flows and Java development.
• Knowledge of Contact Center technical environments, infrastructure and OS administration.
• Familiarity with Unix and Windows Server environments.
• Solid analytical skills with strong problem determination and resolution recovery processes.
• Strong written, verbal and interpersonal communication skills.

Consistent patient access to asthma and allergy resources depends on the Center Support, who delivers front-line phone, email, and mail support while managing the Ask the Allergist program and materials fulfillment for AAFA constituents. Serving as a liaison between patients, physicians, and internal staff, this role advances AAFA's mission by ensuring timely, accurate, and empathetic responses to individuals living with chronic disease.

Accountabilities

• Answer toll-free phone lines and other incoming calls from patients and constituents.
• Triage calls and route inquiries to appropriate individuals or take messages as needed.
• Monitor and track trends of newly emerging issues and inform appropriate staff or supervisors.
• Serve as liaison for the Ask the Allergist program, reviewing and screening public questions against archives.
• Respond directly to program inquiries and forward questions to responding physicians as appropriate.
• Promote AAFA activities and resources and provide information to constituents.
• Develop and maintain standard replies for common requests and frequently asked questions.
• Manage fulfillment of materials and inventory and collaborate with team members to ensure requests are fulfilled and shipped.
• Maintain logs of incoming support requests and their responses and escalate potential content or advocacy issues to supervisors.
• Produce invoices and maintain materials inventory including quarterly inventory of programs, brochures and books.

Education and Experience

• Bachelor's degree required.
• Minimum 2 years of experience in a non-profit, healthcare, marketing or online community environment preferred, with 3-5 years of administrative experience.
• Knowledge of asthma, allergies, healthcare and health care policy preferred.
• Strong computer and technology skills with ability to learn new programs quickly, including familiarity with social media.
• Excellent attention to detail, organizational ability and ability to multi-task and meet deadlines.
• Excellent verbal and written communication skills with ability to communicate in plain language.
• High level of empathy, kindness and professionalism when working with individuals living with chronic diseases.
• Bilingual in English and Spanish preferred.

As the Center Support, this role plans, analyzes, and manages the Visual Information, Tactical Exercise Support, and Logistic Supply Support sections of a Training Support Center operating across the CENTCOM Theater. The TSC relies on this work to maintain accountability of government equipment, sustain training readiness, and ensure inter-agency coordination with HQDA G3, TRADOC, ARCENT, and other entities.

Strategic Responsibilities

• Plan, analyze and manage the Visual Information Section, Tactical Exercise Support Section and Logistic Supply Support Section under the Training Support Center.
• Develop and implement internal policies and procedures to govern daily operations of the Training Support Center.
• Review Visual Information Work Requests, establish priorities and provide approval recommendations as required.
• Brief the US Government on equipment upgrades and provide recommendations on problems or deficiencies affecting customer support.
• Advise senior management on military training support and inter-agency coordination with HQDA G3, TRADOC, ARCENT and other entities.
• Maintain accountability of Government Furnished Equipment and TRADOC-issued training aids, devices, simulations and simulators using TS-MATS.
• Monitor maintenance and serviceability operations for all equipment and supplies under TSC care.
• Interview, select, evaluate and coach staff and recommend termination or contract non-renewal when appropriate.

Background and Experience

• Bachelor's degree with 5-8 years of related experience, including 5-10 years of management experience.
• Active Secret security clearance required, with valid US Driver's License and ability to obtain a Kuwait Driver's License and CAC.
• Minimum 10 years of management experience, with at least 3 years of Training Support Center, Visual Information or Training Simulations Center experience in the US Armed Forces or equivalent civilian service.
• Knowledge of MILES systems, Tactical Engagement Simulations equipment and US Army ground combat weapons simulation systems.
• Knowledge of range support operations, military maintenance procedures, audio-visual and information support systems and computer graphics systems.
• Proficiency in Microsoft Word, Excel and Outlook at an advanced level.
• Strong leadership, interpersonal, negotiation and analytical skills with ability to communicate effectively in English verbally and in writing.
• Prior military experience with background in resource allocation, budget development, staffing analysis and contract management preferred.

Center Support delivers third-tier escalation and subject matter expertise across all GD and C hardware and software platforms, conducting root cause analysis and user acceptance testing to prevent recurring production issues. The work directly supports a cross-functional IS organization by transferring verified solutions to support personnel, owning alert escalations, and maintaining infrastructure monitoring through tools such as SolarWinds.

Key Deliverables

• Act as third-tier escalation for advanced troubleshooting of complex support requests using available tools and resources.
• Provide lead technical support to Support Center personnel as requested or required.
• Focus on root cause analysis, prevention and knowledge transfer across the Support Center team.
• Act as Subject Matter Expert for all hardware and software platforms.
• Work closely with Support Center partners and vendors to troubleshoot and evaluate support issues.
• Conduct user acceptance testing on new or enhanced applications and document all findings for the product development team.
• Monitor infrastructure environments using tools such as SolarWinds and take ownership of alerts and escalations.
• Transfer knowledge of verified solutions to the Support Center team and craft IS Advisories when required.

Knowledge Skills and Abilities

• Minimum 3-5 years of experience in an IT customer service support role.
• Experience with Infrastructure Monitoring tools, SMS, Active Directory, Exchange and Tier I applications.
• Superior experience troubleshooting Microsoft Office desktop applications, Microsoft Operating Systems and standard desktop hardware.
• Experience with problem management applications such as Footprints Tracking System.
• Excellent organizational, time management and decision-making skills with absolute commitment to customer service.
• Strong interpersonal and communication skills, both verbal and written, with ability to convey technical knowledge to individuals of varying technical experience.
• Ability to manage multiple concurrent tasks and meet customer and management expectations.

The Center Support owns first and second level infrastructure support across z/OS Mainframe, Windows, and Unix operating systems, monitoring the Executive Dashboard and coordinating batch processing to meet SLA commitments for an enterprise retail environment. Working with system owners, third-party vendors, and enterprise stability specialists, this role ensures timely issue resolution and keeps stakeholders informed during significant business-impacting events.

Role Responsibilities

• Provide first and second level support for infrastructure, z/OS Mainframe, Windows and Unix operating systems, account management and related services.
• Monitor and react to alerts from the Executive Dashboard and other monitoring tools following established procedures.
• Facilitate calls with system owners, technical support, third-party vendors and enterprise stability specialists to resolve issues.
• Create and send event communications and updates to keep stakeholders informed of significant issues impacting the business.
• Monitor and coordinate mainframe batch and distributed processing failures and scheduling issues to ensure SLAs are met.
• Perform system reboots as requested by system owners or as part of scheduled maintenance.
• Train, mentor and validate the work of less experienced analysts as needed.

Professional Experience

• Bachelor's degree preferred, or 3-5 years of related experience in Computer Operations, Network Operations, Production Control and Incident or Event Management.
• Minimum 3-4 years of experience with Microsoft Operating Systems or UNIX and LAN support in a client-server environment.
• Intermediate knowledge of MS Office Suite, Blue Zone and Orion software.
• Knowledge of Mainframe and Distributed scheduling software such as Control-M and Store POS systems preferred.
• Proficiency with case management and ticketing systems.
• Intermediate leadership, organizational, facilitation and interpersonal skills with ability to work across functional lines.
• Excellent verbal and written communication skills and customer service skills for phone and remote support.

Embedded within AWS Support, the Center Support produces the product vision, strategy, and roadmap for internal and external cloud customers across the full product life cycle from planning to execution. Working closely with software development, design, and marketing teams, this role advances service adoption and customer innovation by defining features, establishing success metrics, and identifying new opportunities on behalf of enterprise and B2B audiences.

Operational Focus

• Create the product vision, strategy and roadmap for internal and external customers.
• Align efforts of multiple teams across Support to deliver an integrated customer experience.
• Manage the entire product life cycle from strategic planning to tactical execution.
• Define features, create project plans and write user stories.
• Partner with software development and design teams to deliver on the product roadmap.
• Develop campaigns to create awareness and increase service adoption for target market segments.
• Establish goals and review metrics to identify opportunities and measure success.
• Research and identify new opportunities to innovate on behalf of customers.

Minimum Qualifications

• Bachelor's degree in Business, Computer Science or related field required, with MBA preferred.
• Minimum 8 years of experience in a technical product leadership role within e-commerce, online advertising or related domains.
• Experience in setting product definitions, roadmaps and service offerings for enterprise and B2B customers.
• Strong understanding of the cloud industry and experience managing Software-as-a-Service technology products and managed services.
• Experience working cross-functionally with development, design and marketing teams.
• Excellent oral and written communication skills with ability to influence others internally and externally.
• Ability to analyze data, problem-solve and scope business requirements with excellent judgment.

Reporting to billing leadership, the Center Support refines client billing and collections operations by preparing bills, generating Elite and Excel reports, and submitting and troubleshooting electronic billing for law firm clients. Partnering with users across the organization, this role ensures compliance with the firm's Pricing Guidelines and approval policies while maintaining high-quality service through a help desk function.

Day-to-Day Responsibilities

• Provide billing and collections support to users, including email and help desk inquiries and electronic billing submission and troubleshooting.
• Create bills for clients, coordinate necessary follow-up and review outstanding bills with status reports.
• Generate client reports in Excel and in Elite.
• Set up new timekeepers in Elite and update exception rates and cost exclusions.
• Audit bills and write-offs for compliance with the firm's Pricing Guidelines and approval policies.

Technical Qualifications

• Minimum 5 years of overall experience in billing and collections with hands-on knowledge of electronic billing in Elite Enterprise, eBilling Hub and third-party eBilling providers including LEDES files.
• Minimum 2-3 years of experience in a help desk environment using billing and collection systems.
• Experience in ARCS (Account Receivable Collections System) preferred.
• Expert-level Excel proficiency and high proficiency in other MS Office applications.
• Strong interpersonal and problem-solving skills with ability to multi-task and adapt quickly to changing circumstances.
• Professional demeanor with excellent written and verbal communication skills.

Center Support guides the NC State campus community through second-level IT support, resolving enterprise software issues and desktop troubleshooting requests received by phone and email. The work directly supports campus IT operations by documenting and managing support requests end-to-end within the ITSM solution and escalating issues to appropriate personnel.

What You'll Do

• Provide second-level IT support to the campus community for enterprise-related software and other end-user support duties.
• Respond to telephone and email requests for support including problem analysis, initial resolution and escalation.
• Communicate with IT customers regarding their issues verbally and by written correspondence.
• Document customer issues, create assignments and manage support requests from initial reporting through resolution using the ITSM solution.
• Provide second-level desktop and software troubleshooting for Windows and Mac systems.

Position Requirements

• Minimum 1-3 years of experience in a call center environment.
• Experience with ServiceNow or other call tracking and ITSM software.
• Strong knowledge of Windows and Mac operating systems, mobile devices and configuration for iOS and Android.
• Working knowledge of remote management and screen sharing technologies.
• Familiarity with web browsers including Chrome, Firefox and Safari.
• Excellent customer service skills with ability to work with users of all ability levels.
• Strong attention to detail with ability to follow team procedures and documentation consistently.