Jll
ControlRoomTechnician
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Control Room Technician at Jll. Skills: Alarm monitoring, Incident management, System performance. Process inbound phone calls. Process outbound phone calls”
What You'll Achieve.
Ensure uptime; Ensure performance metrics are met; Maintain 24/7 availability; Maintain reliability of network services; Meet Client SLA’s; Meet KPI’s
Industry & Context.
Problem-solving; Critical thinking; Troubleshooting; Root Cause Analysis
Rotating shifts, Nights, Weekends, Holidays, 24/7 operation
What They're Looking For.
Must Have
Proficiency with alarm monitoring systems, Proficiency with building management systems (BMS), Basic understanding of incident management platforms, Basic understanding of ticketing systems, Competency with Microsoft Office Suite, Ability to read and interpret system performance data, Ability to read and interpret trending reports, Familiarity with communication systems, Ability to work rotating shifts, Ability to work nights, Ability to work weekends, Ability to work holidays, Comfortable working in a command center environment, Written communication skills, Verbal communication skills, Ability to work under pressure, Ability to prioritize multiple urgent issues, Attention to detail for documentation, Attention to detail for compliance requirements, Problem-solving skills, Critical thinking for issue identification, Critical thinking for escalation, Ability to follow established procedures, Ability to follow policies, Ability to follow Business Continuity Plans (BCPs)
Nice to Have
ITIL Foundation certification, Similar incident management training, Experience with Root Cause Analysis (RCA) methodologies, Prior experience meeting Service Level Agreements (SLAs), Prior experience meeting Key Performance Indicators (KPIs)
What You'll Do.
Process inbound phone calls
Process outbound phone calls
Process digital messages
Understand Systems Alarms
Take action on Systems Alarms
Identify operational systems performance issues
Correct operational systems performance issues
Escalate operational systems performance issues
Monitor systems performance
Utilize trending tools
Conduct audit based operational practices
Comply with Procedures
Comply with standard practices
Comply with temporary practices
Comply with standing orders
Provide support for Monitoring
Provide support for Alarm Management
Provide support for Incident Bridge communication
Categorize issues for escalation
Notify teams of issues
Notify teams of outages
Notify teams of remediation status
Develop documentation
Provide guidance during incidents
Log necessary actions taken
Log time during critical response events
Act as central point of contact
Manage daily workflows across all sites
Provide START/STOP authority
Verify workflows comply with policies
Verify workflows comply with procedures
Ensure documents of action are taken
Collect performance reports
Review performance reports
Report trends in performance
Assist in fact-finding process
Assist in Root Cause Analysis (RCA) development
Assist in Post Problem Review
Assist in Root Cause Analysis
Assist in Post Problem Management
Create knowledge-based bulletins
Update knowledge-based bulletins
Create corrective actions
Update corrective actions
Develop lessons learned management
Train for preventing recurrence
Maintain responsibility for monitoring team performance
Support implementing necessary items
Support implementing necessary actions
Maintain operational consistency among team members
Ensure functional turnover processes are established
Ensure functional turnover processes are followed
Maintain real-time awareness of equipment configurations
Maintain real-time awareness of equipment issues
Maintain real-time awareness of equipment lineups
Maintain office perks item inventory
How You'll Work.
Team & Collaboration
Coordinating across multiple stakeholders; Cross-functional teams
Communication Scope
Written communication; Verbal communication
Full Job Description
**JLL empowers you to shape a brighter way**. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. **We support your move!** Relocation financial assistance provided to eligible candidates relocating to Colorado City, TX - subject to company terms. **What this Job involves-** The Control Room Technician will monitor, troubleshoot, and maintain the health of data center networks and systems. The Control Room Technician will serve as the first line of defense, responding to alerts, resolving issues, escalating problems as needed, and ensuring uptime and performance metrics are met. This role is critical to maintaining 24/7 availability and reliability of network services. **What is your day to day:** * Process all inbound and outbound phone calls, radios calls and digital messages, promptly. * Read, understand and take necessary action on all Systems Alarms and indications. * Identify, correct and escalate operational systems performance issues that may not be indicated by alarms, as needed. This will require diligently monitoring systems performance, utilizing trending tools and conducting audit based operational practices. * Comply with BCPs, EOPs, Policies, Procedures and standard or temporary practices, including standing orders, to ensure proper and timely response and communications that comply with Client SLA’s and KPI’s. * Provide support for Monitoring, Alarm Management, and Incident Bridge communication during incidents, for the Incident. * Categorizing issues for escalation to appropriate technical
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