OSC Facilities Support Engineer I

QTS Realty Trust; Georgia; On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) retirement plan

Paid holidays

Paid time off

Volunteer days

Job summary

QTS Realty Trust is seeking an Operations Service Center Facilities Support Engineer I to manage major incidents, monitor alarms via EMPS/BMS dashboards, and provide remote troubleshooting support. The role requires change control, procedural compliance, and data integrity across facilities programs.

Shift work is expected in a 24/7 operations center. Qualifications include an engineering degree or equivalent experience, 1+ year in data centers or critical environments, and experience with

Qualifications

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

Responsibilities

• Run and coordinate Major Incident bridges and produce incident review reports.
• Answer phones and respond to facility requests.
• Troubleshoot facility issues and respond to alarms per OSC policy.
• Escalate or resolve incidents per SLAs and document detailed notes.
• Identify patterns and opportunities for process improvement.
• Maintain ticket status and ensure closure, with follow-ups.

Education

AAS or BS degree in Mechanical or Electrical Engineering, or a related field

Tools

CMMS

ServiceNow

ScienceLogic

BMS/EPMS monitoring

CMDB

Microsoft Office

Job description

RESPONSIBILITIES

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 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, 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 escape 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 elevate 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

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.

In addition to a variety of benefit packages, QTS goes above and beyond for our employees:

• 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 for primary and secondary caregivers
• Military Benefits Package
• QTS Charitable Matching Gift Program
• QTS Scholarship for Employee Dependents
• QTS Crisis Fund
• Wellness Program
• Tuition Reimbursement Program

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,