OSC Facilities Support Engineer I

Quality Technology Services•Ashburn, VA

About The Position

The Operations Service Center Facilities Support Engineer I (FSE) is primarily responsible for facilities major incident management, monitoring dashboards for EMPS/BMS alarms, providing hands-off remote troubleshooting support, managing change control, ensuring procedural compliance and review, and assisting with facilities program and application data integrity. The role supports a 24 x 7 x 365 Operations Service Center and requires shift work; shifts may change according to business needs. Other duties may be assigned by management.

Requirements

An AAS or BS degree in Mechanical or Electrical Engineering, a related field, or equivalent professional experience.
At least two years of experience in a data center or other critical environment.
At least one year of experience with CMMS, ticketing, and monitoring platforms such as ScienceLogic, ServiceNow, or similar applications.
At least one year of experience with monitoring systems such as BMS and EPMS.
Knowledge of Configuration Management Database (CMDB) use.
Proficiency with Microsoft Office Suite.
Knowledge of, or willingness to learn, required software applications.
U.S. citizenship, required by law due to federal customer contracts.
Ability to work flexible hours, including weekends and holidays.
Ability to handle multiple simultaneous tasks under pressure while maintaining composure and a professional demeanor.
Ability to make reliable decisions during high-pressure situations.
Strong verbal, written, and listening skills when working with technical and non-technical people.
Strong analytical and critical-thinking skills.
Ability to work independently and as part of a team.
Ability to work with frequent interruptions and refocus quickly.
Ability to work and thrive in a matrix organization.
Ability to make informed decisions to implement and carry out goals.
Ability to maintain a sense of urgency.

Nice To Haves

Thorough understanding of QTS products and services, with in-depth knowledge of ServiceNow and Nuvolo.
Strong critical-environment background.
Team-oriented, driven, and energetic professional who enjoys building and growing capabilities within the business.

Responsibilities

Run and coordinate major incident bridges and create incident review reports (IRRs).
Answer phones and respond to facility requests.
Provide technical support to troubleshoot facility issues.
Respond to alarms and take appropriate action to correct problems or escalate according to Facilities Operations Service Center policy.
Correlate changes that are causing alarms.
Resolve or escalate incidents in accordance with QTS Service Level Agreements.
Conduct basic troubleshooting and provide detailed notes when escalation is required.
Identify opportunities for value-added process improvement.
Determine when customer communication is appropriate based on customer impact.
Identify patterns that could potentially lead to issues and escalate or resolve them as needed.
Maintain accountability for created tickets, including status, follow-through, resolution, and closure.
Follow up on inquiries that are not immediately resolved.
Assist with facilities major incident management, change control, procedural compliance and review, and facilities program and application data integrity.

Benefits

Medical, dental, vision, life, and disability insurance.
401(k) retirement plan with Roth and Traditional matching contributions and immediate vesting.
Flexible spending and HSA accounts.
Paid holidays, paid time off, and paid volunteer days.
Employee assistance program.
Tuition assistance and tuition reimbursement.
Parental leave.
Military leave assistance and military benefits package.
QTS scholarship for employee dependents.
Wellness program.
Bonus eligibility; the posting states every employee is bonus or commission eligible.
Stock Purchase Plan (SPP).
Floating holidays.
Holiday compensation when holidays are worked.
Pet and legal insurance.
Q-Rest Sabbatical Program.
Q-Anniversary Service Award Program.
QTS Charitable Matching Gift Program.
QTS Crisis Fund.