Network Analyst - OSC (Technical Customer Service Representative)

QTS; Suwanee (GA); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated Operations Service Center Network Analyst to join their dynamic team. This role focuses on providing exceptional technical support and managing customer interactions through phone and ticketing systems. The ideal candidate will thrive in a fast-paced environment, responding to technical requests and ensuring customer satisfaction. With opportunities for growth and a commitment to employee development, this position offers a chance to contribute meaningfully while working in a supportive and collaborative atmosphere. If you're passionate about technology and customer service, this is the perfect opportunity for you.

Benefits

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Tuition assistance

Employee assistance program

Paid volunteer days

Parental leave

Wellness program

Qualifications

• 1-2 years of Helpdesk or Service Desk experience required.
• Must have an Associate's degree or equivalent experience.

Responsibilities

• Manage phone queue and respond to customer requests.
• Provide tier 1 technical support and troubleshoot issues.
• Monitor alarms and manage tickets in the Incident Management System.

Skills

Helpdesk experience

Customer service skills

Technical troubleshooting

Analytical skills

Communication skills

Education

Associate's degree in Computer Science

Equivalent professional experience

Tools

ServiceNow

Microsoft Office Suite

CA

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 system-related 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 execution 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 value-added process improvement
• Accountable for the status of created tickets, follow-through, 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)
• Follow up with non-operations departments to close out aging tickets
• Ensure that the 15/30 process is utilized for critical/high tickets with OSC engineers

Basic Qualifications:

• 1-2 years of Helpdesk, Application Support, Service Desk experience, over the phone or in-person
• Associate's degree in Computer Science, Management Information Systems, or other related field or equivalent professional experience
• One or more years of IT experience in a customer-focused 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 mission-critical 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 high-pressure 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 benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible 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 benefits.