Technical Customer Service Representative (Support Desk)

The Operations Service Center Network Analyst (Technical Customer Service Rep or TCSR) will be primarily responsible for managing the phone queue, projecting a professional company image through phone interaction, monitoring the alarm board, managing tickets in the Incident Management System, and troubleshooting technical requests. To resolve unique network and system-related challenges and promote growth in individual employee skill sets, other duties and responsibilities will be assigned by management as needed. Technical Customer Service Representatives will be evaluated quarterly/annually on their execution of their primary responsibilities and any secondary or added responsibilities.

The Operations Service Center is a 24/7/365 organization, which means the position requires shift work. The OSC staffs for business needs; therefore, your shift could change. This team is currently hiring for multiple shifts:

• First Shift: 8 AM - 5 PM, days vary

• Second Shift: 4 PM - 1 AM, days vary

• Third Shift: Midnight - 9 AM, days vary

Responsibilities:

• Answer phones and respond to customer/employee requests

• Provide tier 1 technical support to troubleshoot customer/employee issues

• Respond to internal Helpdesk support tickets

• Respond to alarms and take appropriate action to correct the problem or escalate based upon Operations Service Center policy

• 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; strong familiarity with respective service catalogs

• Identify opportunities for value-added process improvement

• Accountable for the status of created tickets, follow-through, resolution, and closure

• Create tickets in the Incident Management System (IMS) application for all incoming requests and escalate issues according to priority and type

• Follow up with customer inquiries not immediately resolved

• Consistently escalate issues to the appropriate party

• Consistent accurate judgment on ticket priority

• Consistent thorough understanding of requests and attention to detail (reassignment counts)

• Accountable for the status of created tickets, follow-through, resolution, and closure

• Follow up with non-operations departments to close out aging tickets

• Ensure that the 15/30 process is utilized for critical/high tickets with OSC engineers

Basic Qualifications:

• 1-2 years of Helpdesk, Application Support, Service Desk experience, over the phone or in-person
• Associate's degree in Computer Science, Management Information Systems, or other related field or equivalent professional experience
• One or more years of IT experience in a customer-focused role
• Experienced with or willing to learn the required software applications, including CA, ServiceNow, etc.
• Competent in Microsoft Office Suite
• Knowledge of a broad array of systems and software troubleshooting is preferred
• Familiarity with routing and switching technologies, Domain Name Services (DNS), Firewall technologies
• Must be able to obtain a Public Trust clearance
• US Citizenship for this position is required by law due to federal customer contracts

Preferred Qualifications:

• One or more years of experience in a data center or similar mission-critical environment
• One or more of the following Certifications: CompTIA A+, CompTIA Network, CompTIA Security+ Certification, Microsoft 365 Certified: Fundamentals Certification, Microsoft Office Specialist Certification

KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to make reliable decisions during high-pressure situations
• Excellent verbal, written and listening skills along with the ability to take accurate notes
• Strong customer care and customer satisfaction capabilities
• Able to maintain a sense of urgency
• Strong