24/7 Technical Support & Incident Specialist

qtsdatacenters; Suwanee (GA); On-site; USD 42,000 - 62,000; Full time

Job summary

QTS Data Centers is hiring for an Operations Support Center Network Analyst (Technical Customer Service Rep). The role focuses on managing the phone queue, monitoring alarms, and resolving technical requests within the Incident Management System.

The position requires handling multiple shifts in a 24/7 Operations Service Center environment. You will troubleshoot customer issues, escalate as needed, and maintain detailed ticket notes while aligning with QTS SLAs and service catalogs.

Qualifications

• Provide technical support to troubleshoot customer issues
• Answer phones and respond to customer requests
• Respond to alarms and take action per Operations Service Center policy
• Create tickets in the Incident Management System (IMS) and track status
• Coordinate with upstream providers when needed

Responsibilities

• Answer phones and respond to customer requests
• Provide technical support to troubleshoot customer issues
• Respond to alarms and take appropriate action to correct the problem or escalation 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 value-added process improvement
• Accountable for the status of created tickets, follow-through, resolution, and closure

Job description

QTS Data Centers is hiring for an Operations Support Center Network Analyst (Technical Customer Service Rep). The role focuses on managing the phone queue, monitoring alarms, and resolving technical requests within the Incident Management System.

The position requires handling multiple shifts in a 24/7 Operations Service Center environment. You will troubleshoot customer issues, escalate as needed, and maintain detailed ticket notes while aligning with QTS SLAs and service catalogs.