OSC Critical Operations Support Engineer (Night Shift)

QTS; Ashburn (VA); On-site; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a dedicated Operations Service Center Critical Operations Support Engineer. This role involves managing major incidents, providing technical support, and ensuring compliance with operational procedures. The ideal candidate will thrive in a fast-paced environment, demonstrating strong analytical and communication skills while working collaboratively with a dynamic team. This position offers opportunities for professional growth and development within a 24/7 operations center. Join a company that values innovation and teamwork, and make a significant impact in a critical operational role.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

Paid Time Off

Tuition Assistance

Wellness Program

Paid Volunteer Days

Parental Leave

Employee Assistance Program

Qualifications

• 2+ years in a data center or critical environment.
• Experience with CMMS, ticketing, and monitoring platforms.

Responsibilities

• Coordinate major incidents and provide technical support.
• Respond to alarms and troubleshoot facility issues.
• Document incidents and follow up on unresolved inquiries.

Skills

Incident Management

Technical Support

Troubleshooting

Communication Skills

Analytical Skills

Team Collaboration

Education

AAS or BS in Mechanical or Electrical Engineering

Equivalent Professional Experience

Tools

ServiceNow

Nuvolo

ScienceLogic

Microsoft Office Suite

Job description

Learn what makes QTS a unique place to grow your career!

The Operations Service Center Critical Operations Support Engineer I (FSE) will be primarily responsible for all facilities’ major incident management, monitoring a dashboard for EMPS/BMS alarms, hands-off remote troubleshooting support, change control, procedural compliance and review, and assisting with facilities program and application data integrity. Other duties and responsibilities will be assigned by management as needed.

The Operations Service Center is a 7 x 24 x 365 organization, which means the position requires shift work. The OSC staffs for business needs, therefore, your shift could change.

RESPONSIBILITIES

• Able to run, coordinate a Major Incident bridge, create an incident review report (IRR).
• Answer phones to respond to facility requests.
• Provide technical support to troubleshoot facility issues.
• Respond to alarms and take appropriate action to correct the problem or escalate based on the Facilities Operations Service Center policy.
• Able to correlate changes that are causing alarms.
• 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 with in-depth knowledge of ServiceNow and Nuvolo.
• Identifies opportunities for value-added process improvement.
• Awareness of when to send customer communication based on impact on the customer.
• Identify patterns that could potentially lead to issues and escalate or resolve them as needed.
• Accountable for the status of created tickets, follow-through, resolution, and closure.
• Follow-up with inquiries not immediately resolved.
• Ability to work flexible hours including weekends and holidays.

BASIC QUALIFICATIONS

• 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.
• Knowledgeable in the use of Configuration Management Database (CMDB).
• Proficient with Microsoft Office Suite.
• Knowledgeable with or willing to learn the required software applications.
• US Citizenship for this position is required by law due to federal customer contracts.

PREFERRED QUALIFICATIONS

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

KNOWLEDGE, SKILLS, AND ABILITIES

• Team-oriented, driven and energetic professional who enjoys building and growing capabilities within the business.
• Must be capable of handling 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 in working with technical and non-technical people.
• Strong analytical and critical thinking skills.
• Ability to work independently as well as being a strong 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.
• Able to maintain a sense of urgency.

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.
• This position is bonus eligible.

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 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.