Network Analyst (TCSR) – Third Shift (Midnight – 9A)

Learn what makes QTS a unique place to grow your career! (https://vimeo.com/727409140/ff26de87d4)

The Operations Service Center Technical Customer Service Rep (T CSR ) will be primarily responsible for manning the phone queue, projecting a professional company image through phone interaction, monitoring alarm board, managing tickets in the Incident Management System, and troubleshooting technical requests. 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. Technical Customer Service Representatives will be evaluated quarterly/annually on their execution of their primary responsibilities and any secondary or added responsibilities.

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. This position is for Third Shift: Midnight – 9 AM.

RESPONSIBILITIES , other duties may be assigned.

Answer phones and respond to customer requests

Provide technical support to troubleshoot customer issues

Respond to alarms and take appropriate action to correct the problem or escalate based upon Operations Service Center policy

Provide resolution or escalation for incidents as required by QTS Service Level Agreements

Conduct basic troubleshooting and provide detailed notes when escalation is required

Ability to coordinate with upstream provider regarding issues, status, changes

Thorough understanding of QTS products and services; strong familiarity with respective service catalogs

Identifies opportunities for value-added process improvement

Awareness of when to send customer communication based on impact to customer

Identify patterns that could potentially lead to issues and escalate or resolve as needed

Accountable for status of created tickets, follow through, resolution, and closure

Create tickets in the Incident Management System (IMS) application for all incoming requests and escalate issues according to priority and type

Follow-up with customer inquiries not immediately resolved

BASIC QUALIFICATIONS

Associates degree in Computer Science, Management Information Systems, or other related field or equivalent professional experience

One or more years of IT experience in a customer focused role

Experienced with or willing to learn the required software applications, including CA, ServiceNow, etc.

Competent in Microsoft Office Suite

Knowledge of a broad array of systems and software troubleshooting is preferred

Familiarity with routing and switching technologies, Domain Name Services (DNS), Firewall technologies

Must be able to obtain a Public Trust clearance

US Citizenship for this position is required by law due to federal customer contracts

PREFERRED QUALIFICATIONS

One or more years of experience in data center or similar mission critical environment

KNOWLEDGE, SKILLS, AND ABILITIES

Ability to make reliable decisions during high-pressure situations

Excellent verbal, written and listening skills along with the ability to take accurate notes

Strong customer care and customer satisfaction capabilities

Able to maintain a sense of urgency

Strong analytical and critical thinking skills

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

Ability to work with frequent interruptions and refocus quickly

TOTAL REWARDS

This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program, and other company benefits.

This position is Bonus eligible.

This position is eligible for a shift differential.

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 considerations 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.

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) (http://www.eeoc.gov/sites/default/files/2022-10/22-088EEOCKnowYourRights1020.pdf)

Know Your Rights (Spanish)

The pay transparency policy is available here:

Pay Transparency Nondiscrimination Poster-Formatted (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp%20EnglishformattedESQA508c.pdf)

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.

QTS Data Centers was built around the Core Values of Integrity, Character, and Trust. We prioritize family, faith and community involvement while leading with strong, honorable, and principled behavior. We started this journey in 2003 when our CEO, Chad Williams, purchased his first data center in Overland Park, KS. Humble beginnings that have led to 35 data centers and growing. Recently privatized in a $10 billion transaction with Blackstone, one of the most notable real estate investments companies in the world, QTS is positioned to execute on a global expansion initiative and we are looking for the best and brightest to join our team.

At QTS, we’re fearlessly leading the way by redefining what it means to be a data center provider. QTS is entrusted with providing world-class data center solutions to enterprises, government agencies as well as the largest and fastest growing technology companies in the world. 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.

We are powered by people.

And we’d like to invite you to join us.

In addition to a variety of benefit packages, QTS goes above and beyond for our employees:

Roth and Traditional 401(k) matching contributions with immediate vesting

Every employee is bonus or commission eligible

Generous PTO Accrual plus additional Paid Volunteer Days

Paid Holidays Annually/Holiday compensation when worked

Pet and Legal Insurance

Q-Rest Sabbatical Program

Q-Anniversary Service Award Program

Parental Leave for primary and secondary caregivers

Military Benefits Package

QTS Charitable Matching Gift Program

QTS Scholarship for Employee Dependents

QTS Crisis Fund

Wellness Program

Tuition Reimbursement Program