OSC Facilities Support Engineer I

QTS Data Centers•Atlanta, GA

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 and procedural compliance and review; and assisting with facilities program and application data integrity. Other duties may be assigned by management. The Operations Service Center operates 24 hours a day, seven days a week, year-round. This position requires shift work, and shifts may change based on business needs.

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.
Knowledge of Configuration Management Database (CMDB).
Proficiency with Microsoft Office Suite.
Knowledge of or willingness to learn required software applications.
U.S. citizenship is 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.
Excellent 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 a 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.
Ability to maintain a sense of urgency.
Team-oriented, driven, energetic professional who enjoys building and growing business capabilities.

Nice To Haves

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

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 corrective action or escalate according to Facilities Operations Service Center policy.
Correlate changes that are causing alarms.
Resolve or escalate incidents as required by 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 communications are appropriate based on customer impact.
Identify patterns that could potentially lead to issues and escalate or resolve them as needed.
Maintain accountability for the status, follow-through, resolution, and closure of created tickets.
Follow up on inquiries that are not immediately resolved.
Support facilities major incident management, EMPS/BMS alarm monitoring, remote troubleshooting, change control, procedural compliance and review, and facilities program and application data integrity.