OSC Facilities Support Engineer I

QTS Realty Trust; Georgia; On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision, life, and dis

401(k) retirement plan

Paid holidays and PTO

Volunteer days

Job summary

QTS Realty Trust is seeking a Facilities Service Center (FSE) Engineer I to manage major incidents, monitor EMPS/BMS alarms, and provide remote troubleshooting within a 7x24x365 OSC. The role requires shift work and a willingness to support a 24/7 schedule.

Qualifications include an AAS/BS in Mechanical or Electrical Engineering or equivalent, 2+ years in a data center, and experience with CMMS and monitoring tools such as ServiceNow and Nuvolo.

Qualifications

• AAS or BS in Mechanical or Electrical Engineering or related field or equivalent experience.
• 2+ years in data center or critical environment.
• 1+ year with CMMS, ticketing, monitoring platforms (ScienceLogic, ServiceNow).
• 1+ year with monitoring systems (BMS, EPMS).
• Knowledge of CMDB and Microsoft Office.

Responsibilities

• Coordinate Major Incident bridge and produce incident review reports.
• Respond to facility requests and alarms with technical troubleshooting.
• Escalate and resolve incidents per SLA and FC policy.
• Correlate changes causing alarms and document resolutions.
• Maintain ticket status from creation to closure and follow up as needed.

Skills

Teamwork

Analytical thinking

Decision making

Communication

Independence

Urgency

Customer focus

Education

AAS/BS in Mechanical or Electrical Eng

Tools

CMMS

ServiceNow

Nuvolo

ScienceLogic

BMS/EPMS

Job description

Who we are:

As a global leader in digital infrastructure, QTS designs, builds and operates advanced data centers that support strategic AI, cloud and digital transformation initiatives. We are driven by a mission to connect the world for good and our people make it possible. Every single day, the creativity, dedication and genuine care for our communities are what push us forward and make this a truly special place to be.

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

RESPONSIBILITIES, other duties may be assigned.

• 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 issue.


• Respond to alarms and take appropriate action to correct the problem or escalation 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 service now 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 escalation 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 service now 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 to handle multiple simultaneous tasks under pressure while maintaining composure service 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

• 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


• Roth and Traditional 401(k) matching contributions with immediate vesting


• Every employee is bonus or commission eligible


• Generous PTO


• Paid Volunteer Days


• Plus Floating Holidays


• Stock Purchase Plan (SPP)


• 11 paid Holidays Annually/Holiday compensation when worked


• Pet and Legal Insurance


• Q-Rest Sabbatical Program


• Q-Anniversary Service Award Program


• Parental Leave


• Military Benefits Package


• QTS Charitable Matching Gift Program


• QTS Scholarship for Employee Dependents


• QTS Crisis Fund Wellness Program


• Tuition Reimbursement Program

QTS is an Equal Opportunity Employer. Learn more: Equal Opportunity Employer/Veterans/Disabled

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