OSC Facilities Support Engineer I

QTS Realty Trust; Suwanee (GA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid holidays

Paid time off

Parental leave

Tuition assistance

Job summary

QTS Realty Trust is seeking an Operations Service Center Facilities Support Engineer I to manage major incidents, monitor EMPS/BMS alarms, provide remote troubleshooting, and ensure ticket accuracy. The role supports the 24/7 OSC, with shift changes possible based on business needs.

Qualified candidates have an engineering background with 2+ years in data centers, experience with CMMS and monitoring systems like ScienceLogic or ServiceNow, and strong documentation skills.

Qualifications

• AAS or BS degree in Mechanical or Electrical Engineering, or an equivalent field/experience.
• 2+ years experience in a data center or critical environment.
• 1+ year experience with CMMS, ticketing, and monitoring platforms (ScienceLogic, ServiceNow, or similar).
• 1+ year experience with monitoring systems such as BMS and EPMS.
• Knowledgeable in CMDB usage.
• Proficient with Microsoft Office Suite.
• Ability to work in a 24/7 shift environment.

Responsibilities

• Coordinate major incident bridges and create incident review reports (IRR).
• Respond to facility requests and alarms; troubleshoot and escalate per policy.
• Maintain incident tickets and ensure status, follow-up and closure.
• Correlate changes causing alarms and communicate with customers when needed.
• Provide hands-on technical support and remote troubleshooting.
• Assist with facilities program and data integrity as needed.

Job description

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 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 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 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 QUALIFICATIONSAAS or BS degree in Mechanical or Electrical Engineering, or a related field or equivalent professional experienceTwo 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 applicationsOne or more years of experience with monitoring systems such as BMS and EPMSKnowledgeable in the use of Configuration Management Database (CMDB)Proficient with Microsoft Office SuiteKnowledgeable with or willing to learn the required software applicationsUS Citizenship for this position is required by law due to federal customer contractsPREFERRED QUALIFICATIONSThorough understanding of QTS products and services with in-depth knowledge of service now and Nuvolo.Strong critical environment background.KNOWLEDGE, SKILLS, AND ABILITIESTeam-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 demeanorAbility to make reliable decisions during high-pressure situationsExcellent verbal, written and listening skills in working with technical and non-technical peopleStrong analytical and critical thinking skillsAbility to work independently as well as being a strong team playerAbility to work with frequent interruptions and refocus quicklyAbility to work and thrive in a matrix organizationAbility to make informative decisions to implement and carry out goalsAble to maintain a sense of urgencyTOTAL REWARDSThis 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 "Know Your Rights" Poster is included here:Know Your Rights (English)Know Your Rights (Spanish)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.