OSC Facilities Support Engineer I

Responsibilities

The Facilities Support Engineer is responsible for major incident management, monitoring facility alarms, and providing remote technical support for data center operations. They must ensure procedural compliance, manage incident documentation, and coordinate resolution efforts within a 24/7/365 environment.

Requirements

Candidates must have an AAS or BS degree in Engineering or equivalent experience, along with at least two years of experience in a critical environment. Proficiency with CMMS, ticketing systems, and monitoring platforms like BMS or EPMS is required, and US citizenship is mandatory.

Skills

• Incident management
• Facilities operations
• Troubleshooting
• BMS
• EPMS
• ServiceNow
• Nuvolo
• CMMS
• ScienceLogic
• CMDB
• Data center operations
• Critical environment management
• Technical support
• Process improvement
• Analytical thinking
• Communication

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• 401(k) retirement plan
• Flexible spending account
• HSA account
• Paid holidays
• Paid time off
• Paid volunteer days
• Employee assistance program
• Tuition assistance
• Parental leave
• Military leave assistance
• Scholarship for dependents
• Wellness program
• Stock purchase plan
• Pet insurance
• Legal insurance

About this role

Who we are:
As a global leader in digital infrastructure, QTS designs, builds and operates advanced data centers that support strategic AI, cloud and digital transformation initiatives. We are driven by a mission to connect the world for good and our people make it possible. Every single day, the creativity, dedication and genuine care for our communities are what push us forward and make this a truly special place to be.
The Operations Service Center Facilities Support Engineer I (FSE) will be primarily responsible for all facilities’ major incident management, monitoring a dashboard for EMPS/BMS alarms, hands-off remote troubleshooting support, 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 Operations Service Center is a 7 x 24 x 365 organization, which means the position requires shift work. The OSC staffs for business needs, therefore, your shift could change.
RESPONSIBILITIES, other duties may be assigned.
Able to run, coordinate a Major Incident bridge, create an incident review report (IRR).
Answer phones to respond to facility requests.
Provide technical support to troubleshoot facility issue.
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.
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 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.
In accordance with applicable law, the following represents a reasonable estimate of the range of possible compensation for this role if hired in Virginia. Please note that this information is provided for those hired in Virginia only, and this role is open to candidates outside of Virginia with compensation that aligns with your location. The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.
The estimated pay range for this role, if based in Virginia, is:

Please note that this information is provided for those hired in Virginia only, and this role is open to candidates outside of Virginia with compensation that aligns with your location. The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

In addition to a variety of benefit packages, QTS goes above and beyond for our employees:

Roth and Traditional 401(k) matching contributions with immediate vesting
Every employee is bonus or commission eligible
Generous PTO, Paid Volunteer Days Plus Floating Holidays
Stock Purchase Plan (SPP)
11 paid Holidays Annually/Holiday compensation when worked
Pet and Legal Insurance
Q-Rest Sabbatical Program
Q-Anniversary Service Award Program
Parental Leave
Military Benefits Package
QTS Charitable Matching Gift Program
QTS Scholarship for Employee Dependents
QTS Crisis Fund
Wellness Program
Tuition Reimbursement Program

QTS is an Equal Opportunity Employer. Learn more: Equal Opportunity Employer/Veterans/Disabled

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About QTS Data Centers

IT Services and IT Consulting · 1,001-5,000 employees · headquartered in Sterling, Virginia · founded 2005