OSC Facilities Support Engineer I

QTS Data Centers•Ashburn, VA

14h

About The Position

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.

Requirements

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
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

Nice To Haves

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

Responsibilities

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