Sr. Technical Support Specialist

Role Overview

The Asset Management and Site Operations Specialist will be responsible for overseeing all

MLS-related data within the asset and inventory tracking system (OneAsset [OA]). This role

includes creating and auditing data, performing updates, conducting monthly physical audits, and

maintaining the quality of the data. The specialist will also manage deployment, migration, and

decommissioning of devices, coordinate warranty parts orders, process warranty returns, and

fulfill spares and supplies. Additionally, the role involves maintaining and auditing various

inventories and ensuring storage room cleanliness and organization.

Key Responsibilities

Asset Management:

 Maintain MLS inventory database with up-to-date asset data.

 Perform regular physical audits to ensure database accuracy.

 Manage and audit inventory in AIM storage rooms, including server hardware, network

hardware, KVM hardware, fiber optic cables, and consumables.

 Ensure storage rooms adhere to organization Confidential standards.

 Coordinate with site services to maintain storage room cleanliness and organization.

 Maintain network cable inventory levels per site requirements.

 Provide quarterly audit/status reports.

Operational Reporting

 Provide comprehensive reporting on SLA activities and leading indicators.

 Review and propose additional metrics and KPIs for operational performance.

 Engage in monthly and quarterly reviews with company stakeholders.

Site Operations

 Identify and manage a lead per site or cluster of sites.

 Audit ticket queues daily to ensure compliance with ticket management.

 Monitor communication channels for timely responses to customer requests.

 Document and publish weekly site operations meeting notes.

 Review and track monthly CMDB audit reports.

 Report on monthly operational metrics such as stock levels, UPS, power, and SAN utilization.

 Maintain and document environments and processes on a shared SharePoint site.

 Manage escalations and facilitate resolution of major incidents.

 Ensure cross-training for backup resource management during incidents.

 Deliver Post Incident Reviews within five business days of an event.

 Audit and ensure compliance with cabling practices.

 Manage space allocation and preparation for deployments.

 Ensure consumable supplies are stocked prior to deployments.

 Provide timely updates on deployment progress.

 Support best practices consultation and escalate facility changes as needed.

 Support service improvement plans based on client feedback.

 Assist MLS Service Managers with customer communications and service issues.

 Develop and implement lab usage strategies to optimize infrastructure resource utilization

and customer satisfaction.

 Utilize Azure Identity Manager for permissions management