Critical Operations Support Engineer (Day Shift)

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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 day 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

TOTAL REWARDS

This 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.

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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 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 and let us know the nature of your request and your contact information.

R2024-0256