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Job Description

The Critical Operations Support Engineer I will be primarily responsible for all facilities’ major incident management, monitoring a dashboard for EMPS/BMS alarms, Subject Matter Expert (SME) level remote troubleshooting support, facilities 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 team works a set 12-hour shift schedule: 7 AM - 7 PM (Day Shift) and 7 PM - 7 AM (Night Shift). This role is for night shift.

RESPONSIBILITIES, other duties may be assigned

Able to run, coordinate Major Incident Bridge Calls, create an incident review report (IRR)Answer phones to respond to facility requestsProvide Subject Matter Expert (SME) level technical support to assist Critical Operations TechniciansRespond to alarms and take appropriate action to correct the problem or escalate based on the Facilities Operations Service Center policyAble to correlate changes that are causing alarms and critically think to make safe, effective decisionsProvide resolution or escalation for incidents as required by QTS Service Level AgreementsConduct virtual troubleshooting and provide detailed notes when escalation is requiredThorough understanding of QTS products and services with in-depth knowledge of Service Now and NuvoloIdentifies opportunities for value-added process improvementAwareness of when to send customer communication based on impact on the customerIdentify patterns that could potentially lead to issues and escalate or resolve them as neededAccountable for the status of created tickets, follow-through, resolution, and closureFollow-up with inquiries not immediately resolvedAbility 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 experienceTwo 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 applicationsOne or more years of experience with monitoring systems such as BMS and EPMSKnowledgeable in the use of Configuration Management Database (CMDB)Proficient with Microsoft Office SuiteKnowledgeable with or willing to learn the required software applicationsUS 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 demeanorAbility to make reliable decisions during high-pressure situationsExcellent verbal, written and listening skills in working with technical and non-technical peopleStrong analytical and critical thinking skillsAbility to work independently as well as being a strong team playerAbility to work with frequent interruptions and refocus quicklyAbility to work and thrive in a matrix organizationAbility to make informative decisions to implement and carry out goalsAble to maintain a sense of urgencyThis role is bonus eligibleThis role is eligible for a shift differential

The Perks (and these are just a few!)

QRest Sabbatical           Employee Stock PurchaseQTS scholarship for dependentsEagle Club award trip eligibilityPaid volunteer days  Tuition assistance, parental leave and military leave assistance

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action.  We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings.  We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law.  We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.

The "Know Your Rights" Poster is included here:

Know Your Rights (English)

Know Your Rights (Spanish)

The pay transparency policy is available here:

Pay Transparency Nondiscrimination Poster-Formatted

QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to talentacquisition@qtsdatacenters.com and let us know the nature of your request and your contact information.