Service Desk L1

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. Job Summary Iron Mountain is seeking a proactive and detail-oriented Service Desk Engineer – Monitoring & Support (Data Center) to join our Information Technology / Data Center Operations team. In this role, you will be responsible for the continuous monitoring of data center infrastructure and providing comprehensive support to ensure uninterrupted service operations. Our Data Center Operations team is a high-stakes, collaborative group dedicated to maintaining operational continuity and delivering exceptional service in a 24/7 environment. What You’ll Do In this role, you will: Responsibility 1: Monitor data center infrastructure using specialized tools to identify alerts and performance issues while logging and prioritizing all incidents within the Information Technology Service Management (ITSM) system. Responsibility 2: Collaborate with customers, technical teams, and management to provide professional updates, escalate critical issues, and coordinate communication during service incidents. Responsibility 3: Ensure compliance with data center policies, Service Level Agreements (SLAs), and security protocols while maintaining accurate documentation of all infrastructure interactions. What You’ll Bring The ideal candidate will have: Proven 2 to 5 year's experience in a data center or technical support environment, specifically in monitoring infrastructure and handling high-volume incident responses. Strong knowledge of monitoring tools and Information Technology Service Management (ITSM) processes to effectively track and resolve service requests. Proven ability in multitasking and professional communication, with the capacity to remain calm and effective in a high-pressure, 24/7 operational setting. Flexibility to participate in full shift rotations, including nights, weekends, and on-call duties to support global operations. Category: Information Technology Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here. Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together. If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity.