Operations Service Center Network Analyst

Description:

QTS is seeking an Operations Service Center Network Analyst (TCSR) to provide tier 1 technical support in a 24/7/365 environment. This role involves managing incoming requests, troubleshooting technical issues, monitoring alarms, and managing tickets in the Incident Management System (IMS). The position requires shift work, with multiple shifts available.

Available Shifts:

• First Shift: 8 AM - 5 PM (Days Vary)

• Second Shift: 4 PM - 1 AM (Days Vary)

• Third Shift: Midnight - 9 AM (Days Vary)

Key Responsibilities:

• Answer calls and emails, responding to customer and employee technical requests.

• Provide tier 1 technical support for troubleshooting issues.

• Manage and escalate tickets based on priority and Service Level Agreements (SLAs).

• Monitor alarms and take appropriate actions or escalate as per policy.

• Conduct basic troubleshooting and create detailed documentation for escalations.

• Maintain a thorough understanding of QTS products and services.

• Ensure accurate ticket tracking, resolution, and closure.

• Identify process improvement opportunities to enhance customer experience.

• Utilize the 15/30 process for critical/high-priority tickets with engineers.

Ideal Candidate Profile:

• 1-2 years of experience in Helpdesk, Application Support, or Service Desk roles.

• Associate’s degree in Computer Science, Management Information Systems, or related field (or equivalent experience).

• Experience with ticketing systems such as CA, ServiceNow, or similar.

• Competency in Microsoft Office Suite.

• Knowledge of routing, switching, DNS, and firewall technologies is preferred.

• US Citizenship required (due to federal customer contracts).

• Must be eligible for a Public Trust clearance.

Preferred Qualifications:

• Experience in a data center or mission-critical environment.

• Certifications such as CompTIA A+, CompTIA Network+, Security+, Microsoft 365 Fundamentals, or Microsoft Office Specialist.

Required Skills & Abilities:

• Ability to make reliable decisions under pressure.

• Excellent verbal, written, and listening skills.

• Strong customer service and problem-solving skills.

• Capable of handling multiple tasks simultaneously in a fast-paced environment.

• Ability to work independently and as part of a team.

Compensation & Benefits:

• Competitive salary based on experience.

• Comprehensive benefits package, including:

  • Medical, dental, vision, life, and disability insurance

  • 401(k) retirement plan

  • Paid holidays, PTO, and volunteer days

  • Parental leave and military leave assistance

  • Tuition assistance and scholarship programs

  • Wellness programs