Network Analyst - OSC Technical Customer Service Representative
Network Analyst - OSC Technical Customer Service Representative
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Salary Not Disclosed
1 Vacancy
Job Description
Learn what makes QTS a unique place to grow your career!
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 systemrelated 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 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:
First Shift:8 AM 5 PM days vary
Second Shift:4 PM 1 AM days vary
Third Shift:Midnight 9 AM days vary
Responsibilities:
Answer phones and respond to customer/employee requests
Provide tier 1 technical support to troubleshoot customer/employee issues
Respond to internal Helpdesk support tickets
Respond to alarms and take appropriate action to correct the problem or escalate based upon Operations Service Center policy
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; strong familiarity with respective service catalogs
Identify opportunities for valueadded process improvement
Accountable for the status of created tickets followthrough resolution and closure
Create tickets in the Incident Management System (IMS) application for all incoming requests and escalate issues according to priority and type
Follow up with customer inquiries not immediately resolved
Consistently escalate issues to the appropriate party
Consistent accurate judgment on ticket priority
Consistent thorough understanding of requests and attention to detail (reassignment counts)
Accountable for the status of created tickets followthrough resolution and closure
Follow up with nonoperations departments to close out aging tickets
Ensure that the 15/30 process is utilized for critical/high tickets with OSC engineers
Basic Qualifications:
- 12 years of Helpdesk Application Support Service Desk experience over the phone or inperson
- Associates degree in Computer Science Management Information Systems or other related field or equivalent professional experience
- One or more years of IT experience in a customerfocused role
- Experienced with or willing to learn the required software applications including CA ServiceNow etc.
- Competent in Microsoft Office Suite
- Knowledge of a broad array of systems and software troubleshooting is preferred
- Familiarity with routing and switching technologies Domain Name Services (DNS) Firewall technologies
- Must be able to obtain a Public Trust clearance
- US Citizenship for this position is required by law due to federal customer contracts
Preferred Qualifications:
- One or more years of experience in a data center or similar missioncritical environment
- One or more of the following Certifications:CompTIA A CompTIA Network CompTIA Security Certification Microsoft 365 Certified: Fundamentals Certification Microsoft Office Specialist Certification
KNOWLEDGE SKILLS AND ABILITIES
- Ability to make reliable decisions during highpressure situations
- Excellent verbal written and listening skills along with the ability to take accurate notes
- Strong customer care and customer satisfaction capabilities
- Able to maintain a sense of urgency
- Strong analytical and critical thinking skills
- Ability to work independently as well being a strong team player
- Must be capable of handling multiple simultaneous tasks under pressure while maintaining strong customer service and a professional demeanor
- Ability to work with frequent interruptions and refocus quickly
TOTAL REWARDS
This role is also eligible for a competitive benets package that includes: medical dental vision life and disability insurance; 401(k) retirement plan; exible 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 benets.
#LIMW2
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:
The pay transparency policy is available here:
Pay Transparency Nondiscrimination PosterFormatted
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 email to and let us know the nature of your request and your contact information.
Required Experience:
IC
Employment Type
Full-Time
