Operations Service Center Technical Customer Service Rep

* Provide tier 1 technical support to troubleshoot customer/employee issues.
* Answer phones and respond to customer/employee requests.
* 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.
* One or more years of IT experience in a customer-focused role (Helpdesk, Application or Service Desk support).  Two or more years preferred.
* One or more of the following certifications:
CompTIA A+, CompTIA Network, CompTIA Security+ Certification, Microsoft 365 Certified:
Fundamentals Certification, Microsoft Office Specialist Certification.
* Associate’s degree in computer science, cyber security, management information systems, or other related field or equivalent professional experience.
* Experienced with or willing to learn the required software applications, Service Now, etc.
* Competent in Microsoft Office Suite.
* Knowledge of a broad array of systems and software troubleshooting is preferred.
* Foundational knowledge of the OSI model, routing and switching technologies, Domain Name Services (DNS), firewall technologies and active directory.
* US Citizenship for this position is required by law due to federal customer contracts.
* 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.
* One or more years of IT experience in a customer-focused role (Helpdesk, Application or Service Desk support).  Two or more years preferred.
* One or more of the following certifications:
CompTIA A+, CompTIA Network, CompTIA Security+ Certification, Microsoft 365 Certified:
Fundamentals Certification, Microsoft Office Specialist Certification.
* Associate’s degree in computer science, cyber security, management information systems, or other related field or equivalent professional experience.
* Experienced with or willing to learn the required software applications, Service Now, etc.
* Competent in Microsoft Office Suite.
* Knowledge of a broad array of systems and software troubleshooting is preferred.
* Foundational knowledge of the OSI model, routing and switching technologies, Domain Name Services (DNS), firewall technologies and active directory.
* US Citizenship for this position is required by law due to federal customer contracts.
* 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…