Network Operations Lead (GCP)

OUR COMPANY:

EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.

We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

WHAT YOU WILL DO:

We are seeking a highly skilled and hands-on Data Center NetOps Lead to oversee and support hardware repair and troubleshooting operations of fiber optic deployment, splicing, testing, and maintenance activities across large-scale and mission-critical environments. . This role requires deep technical expertise in diagnosing and resolving hardware and network issues, executing repairs, and leading a team of technicians in delivering high-quality, SLA-driven support. The ideal candidate will be proficient in using Command Line Interfaces (CLI) for diagnostics, managing escalations, and ensuring the consistent delivery of network services across a range of server, storage, and network hardware platforms.

This position involves rotational shifts to support 24/7/365 operations.

This role may require up to 10% travel domestically and internationally.

KEY RESPONSIBILITIES:

• Lead operations across server, storage, and network hardware platforms, ensuring timely and effective resolution of hardware failures.
• Perform advanced diagnostics using CLI tools (e.g., Cisco IOS, NX-OS, Linux shell) to identify and resolve system and network issues.
• Oversee physical hardware repair, including component-level replacements (e.g., drives, memory, NICs, PSUs, fans, motherboards).
• Troubleshoot Layer 1–3 network issues, including port failures, link flaps, and misconfigurations.
• Coordinate with OEM vendors for RMA processes, part replacements, and warranty claims.
• Maintain and update documentation for incident resolution, root cause analysis, and repair procedures.
• Manage ticket queues and ensure SLA adherence through effective prioritization and escalation.
• Provide technical leadership and mentorship to junior technicians, ensuring adherence to best practices and safety protocols.
• Collaborate with cross-functional teams to support infrastructure upgrades, migrations, and maintenance windows.
• Ensure compliance with MOPs and CMOPs, and contribute to their development and continuous improvement.
• Provide operational continuity and leadership coverage in the absence of the Site Supervisor.
• Lead and coordinate teams of Fiber Splicing Technicians and Field Technicians on a day-to-day basis.
• Assign workloads, oversee daily activities, and ensure all field personnel remain aligned with project priorities and productivity expectations.
• Closely monitor technician output and performance against defined daily and weekly targets.
• Ensure all team members are actively engaged, productive, and operating in compliance with safety and quality standards.
• Provide hands-on technical guidance, mentorship, and support to field personnel where required.
• Escalate performance concerns, operational risks, or resource issues to the Site Supervisor in a timely manner.
• Promote a culture of accountability, professionalism, teamwork, and operational excellence across all site activities.

Technical Oversight

• Provide technical support and guidance for fiber splicing activities, including single-mode, multi-mode, and ribbon fiber applications.
• Support testing and validation activities using OTDR, OLTS, power meters, and visual fault locators.
• Assist in the review and interpretation of OTDR traces, loss budgets, and certification results.
• Support troubleshooting and resolution of fiber infrastructure issues and network faults.

ESSENTIAL CRITERIA:

• Associate degree or higher in a technical discipline or equivalent hands-on experience in data center operations or IT support.
• 5+ years of experience in IT support, hardware diagnostics, and repair in enterprise environments.
• Strong proficiency with CLI-based tools and environments (e.g., Cisco CLI, Linux/Unix shell, iDRAC, iLO).
• Demonstrated experience in troubleshooting and repairing server, storage, and network hardware.
• Familiarity with network protocols and tools (e.g., ping, traceroute, netstat, SNMP, syslog).
• Excellent problem-solving skills and ability to work under pressure in high-availability environments.
• Strong communication and leadership skills with a customer-focused mindset.
• Valid driver’s license and ability to travel between data center sites as needed.

DESIRABLE CRITERIA:

• Industry certifications such as CompTIA Server+, Cisco CCNA, Dell EMC, or equivalent vendor-specific credentials.
• Experience with ticketing systems (e.g., ServiceNow, Remedy) and asset management platforms.
• Familiarity with scripting for automation (e.g., Bash, Python) is a plus.
• Experience working in a 24/7 operational environment with on-call responsibilities.

PHYSICAL REQUIREMENTS:

• Ability to frequently exert force equivalent to lifting up to approximately 50 pounds and occasionally up to 100 pounds.
• Clarity of vision at 20 inches or less and more than 20 inches, and ability to adjust focus.
• Three-dimensional vision, ability to judge distances and spatial relationships.
• Ability to identify colors and give and receive information through speaking and listening skills.
• Regular requirements to sit, use hands and fingers, handle objects, tools, or controls; and reach with hands and arms.
• Frequent need to stand and walk; occasional need to climb, balance, stoop, kneel, crouch, or bend.

EOS BENEFITS:

At EOS IT Solutions, we are committed to supporting the well-being and success of our team. Our comprehensive benefits package includes:

• Health, Vision, and Dental Insurance starting the 1st of the month after your start date.
• Meals, snacks, drinks, and desserts provided
• 10 Days of Paid Time Off (PTO) annually
• 12 Paid Ho