Network Analyst - OSC (Technical Customer Service Representative)

QTS Data Centers; Suwanee (GA); On-site; USD 63,000 - 94,000; Full time

Job summary

An established industry player is seeking a Network Analyst to join its Operations Service Center. This role focuses on providing exceptional technical customer service and support, managing phone queues, and resolving technical issues. As part of a dynamic team, you'll work in a fast-paced environment, tackling unique network challenges while enhancing your skills. With a commitment to employee growth, this position offers opportunities for continuous learning and professional development. If you thrive in a collaborative atmosphere and are eager to contribute to a 24/7 operations team, this could be the perfect fit 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.
• Strong familiarity with troubleshooting systems and software.

Responsibilities

• Answer phones and respond to customer requests.
• Provide tier 1 technical support and troubleshoot issues.

Skills

Helpdesk Support

Technical Troubleshooting

Customer Service

Microsoft Office Suite

Analytical Skills

Education

Associate's degree in Computer Science

Equivalent professional experience

Tools

ServiceNow

CA

Job description

Network Analyst - OSC (Technical Customer Service Representative)

Join to apply for the Network Analyst - OSC (Technical Customer Service Representative) role at QTS Data Centers

Network Analyst - OSC (Technical Customer Service Representative)

1 week ago Be among the first 25 applicants

Join to apply for the Network Analyst - OSC (Technical Customer Service Representative) role at QTS Data Centers

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)
• Accountable for the status of created tickets, follow-through, resolution, and closure
• 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.

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:

Know Your Rights (English)

Know Your Rights (Spanish)

The pay transparency policy is available here:

Pay Transparency Nondiscrimination Poster-Formatted

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 e-mail to [e-mail] and let us know the nature of your request and your contact information.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

Referrals increase your chances of interviewing at QTS Data Centers by 2x

Get notified about new Network Analyst jobs in Suwanee, GA.

Tucker, GA $63,500.00-$93,600.00 2 months ago

Atlanta, GA $60,000.00-$70,000.00 3 weeks ago

Cyber Security and Network Operations Center Analyst

Cyber Security and Network Operations Analyst

Radio Access Network (RAN) Support Engineer

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.