QTS

Operations Service Center Engineer

US-GA-Suwanee
Job ID
2016-1018
Category
Information Technology

OVERVIEW

Team up with QTS, an industry leading international provider of data center, managed hosting and cloud services. The QTS integrated 3C portfolio is unique in the marketplace and is delivered via world-class mega data centers and personalized customer service. We transform ideas into products and services that help customers add efficiency to their IT and business operations and, in turn, deliver better service to their customers. The power of QTS' innovation happens when smart, creative people with a unified vision collaborate to break new ground, solve a problem, or create a solution to improve lives. We do this by hiring quality individuals with integrity and personal accountability who value teamwork, excellence, and proactive thinking. If you share these values and want to be part of something exciting, please contact us today.

 

The Operations Service Center Engineer will be primarily responsible for responding to and troubleshooting customer issues as needed. They will report directly to the Operations Service Center shift lead on their respective shift.  They will also serve as an escalation point for the phone queue and will be expected to train and provide specific product support as needed. In order to resolve unique network and system related challenges and to promote growth in individual employee skill sets, other duties and responsibilities will be assigned by management as needed. Proven ability to successfully analyze and perform problem resolution with an emphasis on customer satisfaction.  Advanced skills in understanding a customer’s requirements, identifying deficiencies and potential opportunities, and develop innovative solutions for customers.

 

The Operations Service Center is a 7 x 24 x 365 organization, which means the position requires shift work.

 

RESPONSIBILITIES, other duties may be assigned

  • Respond quickly and effectively to production issues and taking responsibility for seeing those issues through resolution
  • Provide resolution or escalation for incidents as required by QTS Service Level Agreements
  • Track and conclude all incidents in Service Now
  • Review status and update open tickets as queued by the CSR or Engineer
  • Maintain strong knowledge of QTS Service Catalog and its associated products
  • Share technical knowledge by mentoring Operations Service Center team with the goal of increasing 1st call resolution for all inbound customer requests
  • Maintain training requirements and records
  • Respond to alarms and take appropriate action to correct the problem or escalate based upon Operations Service Center policy
  • Work with customers, other engineers, and management in a Floor Operations role as needed
  • Provide level I and II support for a specific product or products
  • Demonstrate commitment to optimizing processes and procedures
  • Create and maintain documentation

BASIC QUALIFICATIONS

 

  • AAS or BS degree in Computer Science, Management Information Systems, or other related field is preferred, but will consider commensurate experience
  • Minimum of two years experience with network systems technology
  • Experience configuring/troubleshooting routers and switches such as Cisco, Juniper, etc.
  • Experience in Windows 2003, 2008 and 2012 in production environment
  • Solid understanding of security and network/distributed computing concepts
  • Strong troubleshooting skills in regards to systems, network and storage based concepts. The ideal candidate can quickly identify and resolve problems with minimal supervision
  • Working knowledge of at least two of the following:
    • Load Balancing technologies
    • Switching and Routing technologies
    • Domain Name Service (DNS)
    • Information Security
    • Firewall technologies
    • Virtual Private Networking
    • Storage Area Networks, Network Attached Backup and other Network Storage Technologies
    • SNMP based Network Monitoring applications – Netcool, NerveCenter, Concord
    • Hardware
    • Operating systems including Microsoft Windows, SUN Solaris, Linux, HP-UX, etc
  • Must be able to obtain a Public Trust clearance

 

PREFERRED QUALIFICATIONS

  • CCNA certification
  • Experience working in a NOC environment
  • Virtualization Platforms – VMware, Citrix XEN, Microsoft Hyper-V
  • Operating systems including Microsoft Windows, SUN Solaris, Linux, HP-UX, etc.

 

KNOWLEDGE, SKILLS AND ABILITIES

  • Excellent written and oral communications skills, especially when dealing with customers
  • Ability to work independently as well being a strong team player
  • Must be capable of handling multiple simultaneous tasks under pressure while maintaining strong customer service and a professional demeanor

 

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