Osc Facilities Support Engineer I

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The Operations Service Center Facilities Support Engineer I (FSE) will be primarily responsible for all facilities’ major incident management, monitoring a dashboard for EMPS/BMS alarms, hands-off remote troubleshooting support, change control, procedural compliance and review, and assisting with facilities program and application data integrity. Other duties and responsibilities will be assigned by management as needed.
The Operations Service Center is a 7 x 24 x 365 organization, which means the position requires shift work. The OSC staffs for business needs, therefore, your shift could change.

RESPONSIBILITIES, other duties may be assigned.

• Able to run, coordinate a Major Incident bridge, create an incident review report (IRR).
• Answer phones to respond to facility requests.
• Provide technical support to troubleshoot facility issue.
• Respond to alarms and take appropriate action to correct the problem or escalate based on the Facilities Operations Service Center policy.
• Able to correlate changes that are causing alarms.
• Provide resolution or escalation for incidents as required by QTS Service Level Agreements.
• Conduct basic troubleshooting and provide detailed notes when escalation is required.
• Thorough understanding of QTS products and services with in-depth knowledge of service now and Nuvolo.
• Identifies opportunities for value-added process improvement.
• Awareness of when to send customer communication based on impact on the customer.
• Identify patterns that could potentially lead to issues and escalate or resolve them as needed.
• Accountable for the status of created tickets, follow-through, resolution, and closure.
• Follow-up with inquiries not immediately resolved.
• Ability to work flexible hours including weekends and holidays.

BASIC QUALIFICATIONS

• AAS or BS degree in Mechanical or Electrical Engineering, or a related field or equivalent professional experience
• Two or more years of experience in a data center or other critical environment.
• One or more years of experience with CMMS, ticketing, and monitoring platforms, such as ScienceLogic, ServiceNow, or similar applications
• One or more years of experience with monitoring systems such as BMS and EPMS
• Knowledgeable in the use of Configuration Management Database (CMDB)
• Proficient with Microsoft Office Suite
• Knowledgeable with or willing to learn the required software applications
• US Citizenship for this position is required by law due to federal customer contracts

PREFERRED QUALIFICATIONS

• Thorough understanding of QTS products and services with in-depth knowledge of service now and Nuvolo.
• Strong critical environment background.

KNOWLEDGE, SKILLS, AND ABILITIES

• Team-oriented, driven and energetic professional who enjoys building and growing capabilities within the business.
• Must be capable to handle multiple simultaneous tasks under pressure while maintaining composure service and a professional demeanor
• Ability to make reliable decisions during high-pressure situations
• Excellent verbal, written and listening skills in working with technical and non-technical people
• Strong analytical and critical thinking skills
• Ability to work independently as well as being a strong team player
• Ability to work with frequent interruptions and refocus quickly
• Ability to work and thrive in a matrix organization
• Ability to make informative decisions to implement and carry out goals
• Able to maintain a sense of urgency

• Able to run, coordinate a Major Incident bridge, create an incident review report (IRR).
• Answer phones to respond to facility requests.
• Provide technical support to troubleshoot facility issue.
• Respond to alarms and take appropriate action to correct the problem or escalate based on the Facilities Operations Service Center policy.
• Able to correlate changes that are causing alarms.
• Provide resolution or escalation for incidents as required by QTS Service Level Agreements.
• Conduct basic troubleshooting and provide detailed notes when escalation is required.
• Thorough understanding of QTS products and services with in-depth knowledge of service now and Nuvolo.
• Identifies opportunities for value-added process improvement.
• Awareness of when to send customer communication based on impact on the customer.
• Identify patterns that could potentially lead to issues and escalate or resolve them as needed.
• Accountable for the status of created tickets, follow-through, resolution, and closure.
• Follow-up with inquiries not immediately resolved.
• Ability to work flexible hours including weekends and holidays