At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.
We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.
Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
ABOUT THE OPPORTUNITY…
The IT Application Support Analyst (Tier 2 Support) will be part of the Global Product Support team at Iron Mountain, supporting digital solutions that manage the full cycle of physical and digital customer records and information. The role focuses on monitoring and troubleshooting software applications, preferably on cloud platforms, applying service and incident management principles. The ideal candidate has strong analytical skills, the ability to work on time-critical and urgent tasks, and excellent communication skills, both written and verbal. Additionally, they will be expected to proactively engage with customers, product owners, sales, engineering, and devops teams to deliver effective solutions.
KEY RESPONSIBILITIES…
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Troubleshoot and analysis of system issues as they arise
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Join critical incident calls for priority issues as the Digital Solution Expert
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Work with Engineering teams to troubleshoot and resolve issues
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Manage application monitor notifications and review systems to proactively address problems
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Assist with escalated requests or issues to achieve high customer satisfaction and maintain involvement throughout resolution.
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Onboard and configure new clients onto our digital solutions and applications using established and documented procedures
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Identify areas of process improvements and automations
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Apply best practices in IT service delivery principles , incident management, problem management, and change management
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Customer Focused mindset to provide exemplary customer service
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Excellent stakeholder management skills and experience in dealing with business stakeholders
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Ensure effective and consistent status communications with customer, team, and management
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On call duty rotation
YOUR QUALIFICATIONS…
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Minimum college degree or equivalent experience.
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Strong communication, collaboration, and problem-solving skills.
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Self-motivated individual who learns quickly and can drive technical solutions.
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Experience working with geographically distributed teams.
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Excellent experience with ticketing systems and remote support.
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Outstanding customer service skills, both written and verbal.
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Knowledge of Linux, SQL, and database concepts.
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Familiarity with Google Cloud Platform services or other cloud platforms.
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Understanding of DevOps practices, tools such as Docker, Kubernetes, Elasticsearch, and REST APIs.
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Experience with content service platforms (CSPs), Bash/Python scripting, MongoDB, and tools such as Splunk and Datadog, plus knowledge of multiple languages and enterprise-level application support (minimum 3 years).
WHAT’S IN IT FOR YOU?
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Be part of an ever evolving global organization focused on transformation and innovation
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A support system where you have a safe place to voice your opinion, share feedback, and be your true authentic self
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Global connectivity to learn from 26,000+ teammates across 52 countries
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Be part of a winning team who embrace diversity, inclusion, and our differences
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Competitive Total Reward offerings to support your career at Iron Mountain, family, personal wellness, financial wellbeing, and retirement
Category: Information Technology
Top Skills
What We Do
Iron Mountain Incorporated (NYSE: IRM) is the global leader for storage and information management services. Trusted by more than 220,000 organizations around the world, Iron Mountain boasts a real estate network of more than 80 million square feet across more than 1,350 facilities in 45 countries dedicated to protecting and preserving what matters most for its customers. Iron Mountain’s solutions portfolio includes records management, data management, document management, data centers, art storage and logistics, and secure shredding help organizations to lower storage costs, comply with regulations, recover from disaster, and better use their information. Founded in 1951, Iron Mountain stores and protects billions of information assets, including critical business documents, electronic information, medical data and cultural and historical artifacts.
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