The Operations Service Center Network Analyst (Technical Customer Service Rep or TCSR) will be primarily responsible for managing the phone queue, projecting a professional company image through phone interaction, monitoring the alarm board, managing tickets in the Incident Management System, and troubleshooting technical requests. To resolve unique network and system-related challenges and 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 24/7/365 organization, which means the position requires shift work. The OSC staffs for business needs; therefore, your shift could change. This team is currently hiring for multiple shifts:
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First Shift: 8 AM - 5 PM, days vary
This posting is for 1st Shift: Monday - Friday; 8A - 5 P.
Responsibilities:
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Answer phones and respond to customer/employee requests
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Provide tier 1 technical support to troubleshoot customer/employee issues
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Respond to internal Helpdesk support tickets
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Respond to alarms and take appropriate action to correct the problem or escalate based upon Operations Service Center policy
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Provide resolution or escalation for incidents as required by QTS Service Level Agreements
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Conduct basic troubleshooting and provide detailed notes when escalation is required
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Thorough understanding of QTS products and services; strong familiarity with respective service catalogs
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Identify opportunities for value-added process improvement
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Accountable for the status of created tickets, follow-through, resolution, and closure
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Create tickets in the Incident Management System (IMS) application for all incoming requests and escalate issues according to priority and type
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Follow up with customer inquiries not immediately resolved
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Consistently escalate issues to the appropriate party
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Consistent accurate judgment on ticket priority
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Consistent thorough understanding of requests and attention to detail (reassignment counts)
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Accountable for the status of created tickets, follow-through, resolution, and closure
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Follow up with non-operations departments to close out aging tickets
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Ensure that the 15/30 process is utilized for critical/high tickets with OSC engineers
Basic Qualifications:
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1-2 years of Helpdesk, Application Support, Service Desk experience, over the phone or in-person
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Associate's degree in Computer Science, Management Information Systems, or other related field or equivalent professional experience
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One or more years of IT experience in a customer-focused role
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Experienced with or willing to learn the required software applications, including CA, ServiceNow, etc.
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Competent in Microsoft Office Suite
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Knowledge of a broad array of systems and software troubleshooting is preferred
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Familiarity with routing and switching technologies, Domain Name Services (DNS), Firewall technologies
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Must be able to obtain a Public Trust clearance
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US Citizenship for this position is required by law due to federal customer contracts
KNOWLEDGE, SKILLS, AND ABILITIES
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Ability to make reliable decisions during high-pressure situations
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Excellent verbal, written and listening skills along with the ability to take accurate notes
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Strong customer care and customer satisfaction capabilities
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Able to maintain a sense of urgency
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Strong analytical and critical thinking skills
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Ability to work independently as well being a strong team player
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Must be capable of handling multiple simultaneous tasks under pressure while maintaining strong customer service and a professional demeanor
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Ability to work with frequent interruptions and refocus quickly
Preferred Qualifications:
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One or more years of experience in a data center or similar mission-critical environment
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One or more of the following Certifications:
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CompTIA A+
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CompTIA Network+
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CompTIA Security+ Certification
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Microsoft 365 Certified: Fundamentals Certification
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Microsoft Office Specialist Certification
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.
Shift differential pay is eligible for 2nd and 3rd shifts.
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 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.
#LI-MW2
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)
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 [email protected] and let us know the nature of your request and your contact information.
