QTS

Operations Service Center Engineer III

US-GA-Suwanee
Job ID
2017-2057
Category
Information Technology

OVERVIEW

 

The IT world is evolving. New technologies. New trends. New opportunities. There’s true excitement surrounding the future. That’s where QTS comes in. We’re fearlessly leading the way by redefining what it means to be a data center. We innovate next-generation cloud and hybrid solutions. We deliver a fully-integrated I.T. platform from top to bottom – one enabled by technology and world-class infrastructure. Simply put, we’re defining the curve.

 

As one of the nation’s largest and fastest growing data center companies, we help manage and protect critical data during a time of unprecedented change. The power of QTS' innovation happens when smart, creative people with a unified vision collaborate to break new ground, solve new problems, and create new solutions to improve lives.

 

We are powered by our people.

 

At QTS, we know where IT is going. And we’d like to invite you to join us.

 

The Operations Service Center Engineer III will be primarily responsible for responding to and troubleshooting customer issues as needed.  This position provides front-line support for QTS internal systems and external customers’ environments through exceptional execution of the following primary duties: Completing change management planned and scheduled maintenance activities; responding to QTS incident monitoring system alerts to mitigate and prevent failures; conducting in depth triage of customer incidents generated via the QTS Service Now ticketing system; troubleshooting and resolution of routine issues/problems (hardware, software, connectivity), while escalating more complex issues to Tier 4 engineers and escalating to management to insure hand-offs are conducted in a timely manner.  The position requires a customer focused, team-oriented Engineer with broad-based knowledge and hands-on skill in the area of specialty (Windows/Linux Systems, Networking/Firewall, Backup, Storage) with an extensive understanding of that specialty including any associated automation.  The purpose of this role is to maintain 100% customer availability by minimizing unplanned business impact and creating a positive customer experience.

 

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.
  • Respond quickly and effectively to production issues and taking responsibility for seeing those issues through resolution
  • Work closely with others to troubleshoot complex customer issues and document solutions.
  • Manage your assigned tickets in ServiceNow to ensure SLA compliance and customer satisfaction.
  • Perform scheduled system maintenance activities including:
    • Hardware and software upgrades
    • Software and application patching
  • Consistently demonstrate initiative and commitment to optimizing systems and process
  • Respond to alarms and take appropriate action to correct the problem or escalate based upon Operations Service Center policy
  • Engage with technical and non-technical QTS LOBs, QTS partners, vendors, and clients
  • Maintain strong knowledge of QTS Service Catalog and its associated products
  • Share technical knowledge by mentoring OSC Tier 1 and 2 Engineers with the goal of increasing 1st call resolution for all inbound customer requests

BASIC QUALIFICATIONS

  • BS degree in Computer Science, Management Information Systems, Engineering or other related field or equivalent professional experience
  • Seven or more years of hands-on experience with network or systems technology
  • Solid understanding of security and network/distributed computing concepts
  • Strong technical troubleshooting skills
  • Working knowledge of at least two of the following:
    • Operating Systems, including Microsoft Windows, Linux/UNIX, Red Hat
    • Routing/switching protocols and technologies (Cisco, Juniper)
    • Virtualization (VMware, Hyper-V)
    • Load Balancing technologies (F5, etc.)
    • Firewall technologies (ASA, SRX)
    • Storage Area Networks, Network Attached Backup and other Network Storage Technologies
    • Multi-vendor Storage/Backup technologies (EMC, Netapp, Tivoli, Netbackup, Avamar)
    • Domain Name Service (DNS)
    • Information Security
    • Virtual Private Networking
  • Must be able to obtain a Public Trust clearance

PREFERRED QUALIFICATIONS

  • Related technology certifications (CCNA/CCNP, VCP, MCSA, RHCSA, Security+, etc.)
  • Experience working in a NOC environment
  • Experience supporting Cloud platforms (AWS, Azure)

 

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
  • Willingness to work in an open-office environment
  • Capable of handling multiple simultaneous tasks under pressure while maintaining strong customer service and a professional demeanor

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