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
This posting is for 3rd Shift: Midnight - 9 AM, Sun - Thurs
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
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 analytical and critical thinking skills
- Ability to work independently as well being a strong team player
- Must be capable of handling multiple simultaneous tasks under pressure while maintaining strong customer service and a professional demeanor
- Ability to work with frequent interruptions and refocus quickly
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
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