Service Support Technician in Tampa, Florida at Hivelocity Inc

NOC Technician — Overnight Shift

Location: Tampa, FL (on-site)

Schedule: 4×10 overnight — typically 8:00 PM to 6:00 AM

Department: Service Support & Delivery — Network Operations Center

Reports To: Support Manager, Night Shift

Employment Type:Full-time, non-exempt

About the Role

Hivelocity operates bare metal cloud and colocation infrastructure across a global data center footprint. Our Network Operations Center is the always-on front line of that platform: the team that sees a problem before the customer does, owns it from first alert to resolution, and keeps the record straight while doing it.

As a NOC Technician on the overnight shift, you are the operator on watch. You monitor the environment, triage and resolve incidents, provision and validate customer hardware, escort colocation clients, and escalate with discipline when something exceeds your scope. Overnight is not a quiet shift — it is when maintenance windows open, when carrier events surface, and when a small number of people carry a large amount of responsibility.

This is a hands-on technical role with a defined growth path into senior NOC, systems administration, incident management, and infrastructure engineering.

What You'll Do

Monitoring & Incident Response

• Monitor platform, network, power, and environmental alerting; validate alerts and act on real conditions rather than noise
• Triage incidents by severity, contain impact, and drive resolution within defined response targets
• Execute documented runbooks accurately and completely, including during high-pressure events
• Escalate to on-call engineering, facilities, or vendor partners per the escalation matrix — with a clear, factual handoff
• Support major incident bridges: capture timeline, actions taken, and customer impact in real time for post-incident review
• Coordinate with and monitor the activity of third-party vendors, carriers, and remote hands during events and maintenance

Ticket & Customer Ownership

• Own assigned tickets end to end; a ticket is never dropped, only resolved or properly handed off
• Follow the NOC ticket ownership standard: NOC-assigned tickets remain with the NOC, and cross-department work is tracked through linked issues rather than reassignment
• Communicate with customers by ticket, chat, and phone in clear, professional, jargon-appropriate language
• Provide accurate status updates on active issues without waiting to be asked
• Recognize account tier and entitlement expectations and respond accordingly

Provisioning & Hardware

• Provision, configure, test, and document new server orders, upgrades, and reprovisions
• Perform OS installations, remote console (IPMI/BMC) work, RAID configuration, and basic network port validation
• Diagnose and replace failed hardware components — drives, memory, PSUs, NICs, cabling
• Verify work against the order before release; validate before you close

Data Center Operations

• Conduct scheduled data center walkthroughs and log environmental, power, and physical anomalies
• Rack, stack, cable, and label equipment to standard
• Greet colocation customers, verify authorization, and escort them to their space
• Maintain physical security and access control discipline at all times

Process & Documentation

• Write clear, complete ticket notes and shift-handoff documentation that the next operator can act on without asking questions
• Contribute accurate timeline and action detail to Reason for Outage (RFO) documentation
• Identify gaps in runbooks and procedures and submit corrections
• Manage work queues and flag capacity or coverage risk to shift leadership early
• Maintain working knowledge of Hivelocity products, services, and platform changes
• Perform other duties as assigned

What Success Looks Like

Within your first 90 days, a NOC Technician is expected to:

• Independently work the alert queue and resolve routine incidents without hand-holding
• Meet shift response and resolution targets consistently
• Complete provisioning tasks accurately the first time
• Produce shift handoffs and ticket documentation that require no follow-up clarification
• Escalate correctly — not too early, not too late, and never silently

Required Qualifications

Technical

• Working familiarity with Linux command line fundamentals (navigation, logs, services, basic networking commands)
• Understanding of core networking concepts: IP addressing and subnetting, DNS, routing basics, switching basics
• Comfort working with server hardware and remote management interfaces
• Ability to learn and apply new tooling quickly in a live production environment

Operational

• Ability to follow written and verbal instructions precisely, and to know when a procedure does not fit the situation
• Strong organizational skills; able to manage competing priorities across a queue without losing track of work
• Accurate, detailed data entry and written documentation
• Sound judgment under pressure; steady during outages and escalations

Communication

• Clear, professional written and verbal communication with customers, peers, and leadership
• Ability to explain a technical situation to a non-technical audience
• Ability to work effectively with people at all levels and from varied backgrounds
• Must be able to speak, read, write, and understand the primary language(s) used in the workplace, including the ability to read and interpret company policies and procedures

Work Requirements

• Available and reliable for a fixed overnight 4×10 schedule, including weekends and holidays as scheduled
• Able to work on-site in Tampa, FL
• Must pass a background check consistent with data center access requirements

Preferred Qualifications

• Prior NOC, data center, MSP, or hosting/infrastructure support experience
• Experience with ticketing platforms (Zendesk, Jira, or equivalent) and monitoring/alerting tooling
• Familiarity with virtualization, storage, or RAID concepts
• Exposure to incident management practice — severity classification, escalation, post-incident review
• Scripting or automation exposure (Bash, Python) for repetitive tasks
• Industry certification such as CompTIA A+, Network+, Server+, LPIC-1, or CCNA
• Bilingual English/Spanish

Physical Demands

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Ability to sit or stand for prolonged periods, and to alternate between the two as work requires
• Ability to walk, bend, kneel, crouch, and reach above shoulder height and below the waist while working in equipment racks
• Ability to lift and move a minimum of 40 pounds independently, and heavier equipment with assistance or mechanical aid, on an occasional to frequent basis
• Ability to use ladders or lifts as required for rack work
• Proper lifting and safety technique is required and will be trained
• Manual dexterity sufficient for cabling, component handling, and tool use
• Close visual acuity for reading labels, port indicators, and displays

Work Environment

This role is performed in both an office/NOC setting and an active data center environment.

• NOC and office areas maintain ambient room temperature, standard lighting, and typical office equipment
• Data center areas involve sustained loud noise from cooling and equipment, cold aisle temperatures, raised flooring, and restricted-access secure space
• Hearing protection and other PPE may be required in specific areas
• Work is performed overnight, which requires sustained alertness during non-standard hours

Equal Opportunity

Hivelocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected characteristic.

The statements above reflect the company's definition of essential functions for this position but do not restrict the tasks that may be assigned. Duties and responsibilities may be assigned or reassigned at any time due to reasonable accommodation or other business reasons.