QTS

Systems Operations Support - Windows

US-GA-Suwanee
Job ID
2016-1019
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.

 

As a member of QTS’s 24x7 Operations Service Center team you will be directly responsible for the successful implementation and support of our customers Microsoft platform solutions.  Communication with customers, vendors and co-workers in a clear and professional manner is an absolute must.  Strong interpersonal and written communication skills are essential.  Advanced skills in understanding a customer’s requirements, identifying deficiencies and potential opportunities. Strong analytical and troubleshooting skills are highly valued and required. Demonstrated commitment to growth in technical role is expected, and behavior and actions that are in alignment with the QTS Customer Creed.

 

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

  • Provide operational support in response to monitoring alerts and resolve incidents.
  • Deliver customer-focused support through phone calls and ticket-based communications.
  • Perform scheduled system maintenance activities including:
    • Hardware and software upgrades
    • Software and application patching
  • Work closely with others to troubleshoot complex customer issues and document solutions.
  • Manage your assigned tickets to ensure SLA compliance and customer satisfaction.
  • Consistently demonstrate initiative and commitment to optimizing systems and process
  • Support VMware ESXi and vCloud/vCAC infrastructures on Cisco UCS and similar hardware platforms
  • Diagnose and troubleshoot Windows infrastructures and related technologies
  • Engage with technical and non-technical QTS LOBs, QTS partners, vendors, and clients
  • Participate in functional test planning and testing for the assigned functional area(s) or project(s)
  • Respond quickly and effectively to production issues and taking responsibility for seeing those issues through resolution

BASIC QUALIFICATIONS

 

  • AAS or BS degree in Computer Science, Management Information Systems, or other related field is preferred, but will consider commensurate experience
  • A thorough understanding of Windows Server operating systems:
    • Windows Server 2003, 2008, 2008 R2, 2012
  • Experience with Active Directory and Exchange administration on an enterprise level
  • Understanding of various services such as DNS, SMTP, SNMP, SSL and SSH.
  • Firm understanding of fundamental concepts of Operating Systems and system components: memory, CPU, kernel, daemons, file system types, LVM, boot loader, drivers, swapping
  • Firm understanding and experience using OS systems tools, commands, utilities, monitoring applications, diagnostic tools, configuration management tools, and performance analysis tools
  • Experience with Windows clustering
  • Hands on experience with VMware ESX, ESXi/vSphere, vCenter, vMotion, DRS, vCloud, and additional virtualization technologies and concepts
  • Orderly documentation, time management, and planning skills to include creation of support documentation, logical/physical diagrams, Operating Procedures, Run Books
  • Effective troubleshooting and analysis of individual systems and systems in distributed, enterprise environments.  Ability to solve multi-faceted complex problems
  • Must be able to obtain a Public Trust clearance

PREFERRED QUALIFICATIONS

  • Related technology certification preferred (MCSA/MCSE)
  • Experience working in a NOC environment
  • Virtualization Platforms – Citrix XEN, Microsoft Hyper-V
  • Operating systems including, SUN Solaris, Linux, HP-UX, etc.
  • Server+, Network+, or Security+ certification

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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