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Job Description

The Critical Operations Support Engineer I will be primarily responsible for all facilities’ major incident management, monitoring a dashboard for EMPS/BMS alarms, Subject Matter Expert (SME) level remote troubleshooting support, facilities 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 team works a set 12-hour shift schedule: 7 AM - 7 PM (Day Shift) and 7 PM - 7 AM (Night Shift). This role is for night shift.

RESPONSIBILITIES, other duties may be assigned

• Able to run, coordinate Major Incident Bridge Calls, create an incident review report (IRR)

• Answer phones to respond to facility requests

• Provide Subject Matter Expert (SME) level technical support to assist Critical Operations Technicians

• 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 and critically think to make safe, effective decisions

• Provide resolution or escalation for incidents as required by QTS Service Level Agreements

• Conduct virtual 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 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

• This role is bonus eligible

• This role is eligible for a shift differential

The Perks (and these are just a few!)

• QRest Sabbatical

• Employee Stock Purchase

• QTS scholarship for dependents

• Eagle Club award trip eligibility

• Paid volunteer days

• Tuition assistance, parental leave and military leave assistance

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) (http://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf)

Know Your Rights (Spanish)

The pay transparency policy is available here:

Pay Transparency Nondiscrimination Poster-Formatted (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf)

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 talentacquisition@qtsdatacenters.com and let us know the nature of your request and your contact information.

QTS Data Centers was built around the Core Values of Integrity, Character, and Trust. We prioritize family, faith and community involvement while leading with strong, honorable, and principled behavior. We started this journey in 2003 when our CEO, Chad Williams, purchased his first data center in Overland Park, KS. Humble beginnings that have led to 35+ data centers and growing. Recently privatized in a $10 billion transaction with Blackstone, one of the most notable real estate investments companies in the world, QTS is positioned to execute on a global expansion initiative and we are looking for the best and brightest to join our team.

At QTS, we’re fearlessly leading the way by redefining what it means to be a data center provider. QTS is entrusted with providing world-class data center solutions to enterprises, government agencies as well as the largest and fastest growing technology companies in the world. We deliver a fully-integrated platform from top to bottom – one enabled by technology and world-class infrastructure. Simply put, we’re innovating to stay ahead of the curve.

We are powered by people.

And we’d like to invite you to join us.

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 Accrual plus additional Paid Volunteer Days

• 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