OSC Facilities Support Engineer I

qtsdatacenters; United States; On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical insurance

Dental/Vision insurance

401(k) retirement plan

Flexible spending/HSA

Paid holidays

Paid time off

Volunteer days

Employee assistance program

Tuition assistance

Parental leave

Military leave assistance

QTS scholarship for dependents

Wellness program

Job summary

QTS Data Centers is seeking a Facilities Support Engineer I for the Operations Service Center to manage major incidents, monitor EMPS/BMS alarms, and provide remote troubleshooting with change control and documentation.

The role requires shift work in a 7x24x365 operation, ability to correlate alarms, and strong knowledge of CMDB, ServiceNow, and Nuvolo. Two+ years in data centers plus a mechanical/electrical engineering background are expected.

Qualifications

• Requires AAS or BS in Mechanical or Electrical Engineering or related field.
• 2+ years in a data center or critical environment.
• 1+ years with CMMS, ticketing, and monitoring (ScienceLogic/ServiceNow or similar).
• 1+ years with monitoring systems (BMS/EPMS).
• Familiar with CMDB; proficient with MS Office.
• US Citizenship required by federal contracts.

Responsibilities

• Coordinate Major Incident bridges and create IRRs.
• Respond to facility alarms and troubleshoot issues.
• Provide technical support and escalate as needed per SLAs.
• Maintain ticket status and follow-ups to resolution.
• Understand QTS products and use ServiceNow and Nuvolo.

Skills

Team-oriented

Analytical thinking

Decision making under pressure

Verbal and written communication

Education

AS/BS in Mechanical or Electrical Engineering or related field

Tools

ScienceLogic

ServiceNow

Nuvolo

CMDB/CMMS

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 escal…
• 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 escal… 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.

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 accommo