Technical Customer Service Representative - OSC; First Shift

It’s exhilarating to find yourself at a pivotal moment in history— and even more so to be leading the way. At QTS Data Centers, we are proud to stand at the forefront of today’s dynamic digital transformation. Our world‑class data centers empower our customers’ most strategic growth initiatives, positioning us as a global leader in digital infrastructure. As AI and cloud technologies fuel the demand for increased speed, capacity, and innovation, QTS has emerged as a global digital infrastructure leader.

We are committed to connecting the globe for good. Driven by purpose and a spirit of innovation, we design, build, and operate some of the most advanced data centers worldwide. In addition to our cutting‑edge technology, we are dedicated to sustainability, incorporating renewable energy solutions to minimize our environmental footprint and drive meaningful impact. As a proud portfolio company of Blackstone, QTS is uniquely positioned to achieve ambitious growth and innovation goals.

Operations Service Center Network Analyst (Technical Customer Service Rep or TCSR)

The role is 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. The Operations Service Center is a 24/7/365 organization, so the position requires shift work. This posting is for 1st Shift: Monday–Friday; 8 AM – 5 PM.

• Roth and Traditional 401(k) matching contributions with immediate vesting
• Bonus or commission eligible
• Generous PTO, paid volunteer days, and floating holidays
• Stock Purchase Plan (SPP)
• 11 paid holidays annually and 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

• 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 to raise it according to OSC 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 escale issues according to priority and type
• Follow up with customer inquiries not immediately resolved
• Consistently escalation issues to the appropriate party
• Consistent accurate judgment on ticket priority
• Consistent thorough understanding of requests and attention to detail (reassignment counts)
• 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

• 1–2 years of Helpdesk, Application Support, or Service Desk experience, over the phone or in person
• Associate’s degree in Computer Science, Management Information Systems, or related field, or equivalent professional experience
• One or more years of IT experience in a customer‑focused role
• Experience with or willingness to learn required software applications, including CA, Service Now, etc.
• Competent in Microsoft Office Suite
• Knowledge of a broad array of systems and software troubleshooting preferred
• Familiarity with routing and switching technologies, DNS, firewall technologies
• Must be able to obtain a Public Trust clearance
• US citizenship 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…