Network Analyst

Job Summary

The Operations Service Center Network Analyst will be primarily responsible for providing technical support to customers, troubleshooting technical requests, and resolving unique network and system related challenges.

Key Responsibilities

• 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

Requirements

• 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

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.

Shift differential pay is eligible for 2nd and 3rd shifts.

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.