Lead Mission Control Technician

At Switch, we don’t just design, build and operate data centers—we are enabling the technology of the future. Led by Founder & CEO, Rob Roy, we believe in revolutionary innovation, operational excellence and the principle of karma. Switch is where talented people come together to EVOLVE the digital world. We believe that innovation isn’t just about technology—it’s about the people, culture, and purpose that make it happen. Every Switch team member contributes to a mission greater than themselves: to create the world’s most advanced digital infrastructure that powers the progress of humanity. The Role: Lead Mission Control Technician As a Lead Mission Control Technician, you will support the monitoring, investigation, and resolution of network and infrastructure events across Switch environments. This role exists to ensure system integrity, rapid incident response, and consistent service delivery for mission-critical operations. You will act as a lead technical resource, guiding incident response, supporting customer issues, and mentoring team members while maintaining accountability for event resolution and operational standards. What You’ll Do Serve as the primary point of contact for event and incident investigations Monitor infrastructure systems and respond to alerts in real time Investigate, diagnose, and coordinate remediation of system and network issues Create, manage, and track incident tickets from initiation through resolution Perform approved configuration tasks (e.g., port activation, circuit updates, MAC clearing) in accordance with security policies Communicate with network carriers and vendors to resolve connectivity issues Document incidents, actions taken, and resolution outcomes clearly and accurately Provide customer-facing support for network and infrastructure issues Guide escalation and notification processes using sound judgment Perform quality control audits on tickets, incidents, and team workflows Assist in training and onboarding new team members Serve as a subject matter expert and provide guidance to technicians Contribute to process improvements, tool optimization, and policy development Act as interim incident manager during high-impact events What We’re Looking For You remain calm and effective during high-impact incidents You communicate clearly with technical teams and customers You take ownership of incidents and drive them to resolution You apply structured troubleshooting and escalation practices You support team development through guidance and feedback You maintain strong attention to detail in documentation and execution You operate effectively in a fast-paced, 24/7 environment What You’ll Bring Required: 2+ years of experience in IT, networking, or data center operations 1+ year of experience in a technician role with demonstrated performance and progression Strong understanding of network fundamentals and troubleshooting techniques Knowledge of OSI model and layered troubleshooting approaches Familiarity with data center infrastructure and cabling standards Experience with incident tracking and ticketing systems Strong communication and problem-solving skills Preferred: Certifications such as CompTIA Network+, CCST, or CCNA CompTIA A+ or Security+ Experience with network monitoring tools (e.g., Syslog, LogicMonitor) Experience with terminal access tools (e.g., SSH, PuTTY) Why Switch? A Culture of Karma – We are self-motivated by karma, ensuring our actions contribute to a positive, supportive and forward-thinking environment Industry Leading Designs – Work with the most advanced data center technology on the planet and be a part of emerging technology development Flexibility & Remote Opportunities – Whether in-office, hybrid, or fully remote, we offer the technology and support to keep teams connected and productive Career Stability & Growth – In this expanding industry, we invest in our people, providing opportunities & advancement in a stable, growing company Generous Benefits Package – Switch provides comprehensive coverage for you and your family that can be tailored to fit your personal needs, and more Join Us & Make a Difference This is more than a job—it’s a mission. If you’re ready to lead incident response and support mission-critical infrastructure operations, we want to hear from you. Apply Now and Let’s Build the Future Together. #J-18808-Ljbffr Switch