QTS

  • Operation Service Center Engineer

    Job Locations US-GA-Suwanee
    Job ID
    2018-2185
    Category
    Information Technology
  • OVERVIEW

     

    The IT world is evolving. New technologies. New infrastructures. New and more complex customer needs. Every day feels like a shift. There’s a sense of excitement surrounding the future, but also uncertainty. That’s where QTS comes in. We’re fearlessly leading the way by redefining what it means to be a data center provider. We support next-generation cloud and hybrid colocation solutions. We deliver a fully-integrated platform from top to bottom – one enabled by technology and world-class infrastructure. Simply put, we’re innovating to stay ahead of the curve.

     

    At QTS our people power us to provide expertise, technology and infrastructure for IT decision makers in complex, high-pressure environments. 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 a problem, or create a solution 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 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 support for a specific product or products
    • Demonstrate commitment to optimizing processes and procedures
    • Create and maintain documentation

    BASIC QUALIFICATIONS

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

     

    PREFERRED QUALIFICATIONS

    • Related technology certifications (CCNA/CCNP, JNCIA, Network+, 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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