Network Analyst (Technical Customer Service Representative)

Learn what makes QTS a unique place to grow your career!

The Operations Service Center Network Analyst (Technical Customer Service Rep or TCSR) will be primarily responsible for manning the phone queue, projecting a professional company image through phone interaction, monitoring alarm board, managing tickets in the Incident Management System, and troubleshooting technical requests. In order to resolve unique network and system related challenges and to 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 7 x 24 x 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: 8A - 5P, Monday - Friday

- Second Shift: 4P - 1A, Tuesday - Saturday

- Third Shift: Midnight - 9A, days vary

 RESPONSIBILITIES, other duties may be assigned.

• Answer phones and respond to customer requests
• Provide technical support to troubleshoot customer issues
• 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
• Ability to coordinate with upstream provider regarding issues, status, changes
• Thorough understanding of QTS products and services; strong familiarity with respective service catalogs
• Identifies opportunities for value-added process improvement
• Awareness of when to send customer communication based on impact to customer
• Identify patterns that could potentially lead to issues and escalate or resolve as needed
• Accountable for 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

 BASIC QUALIFICATIONS

• Associates 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 data center or similar mission critical environment

KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to make reliable decisions during high-pressure situations
• Excellent verbal, written and listening skills along with the ability to ta