Enterprise IT Support Engineer I

The Enterprise IT Support Engineer I will be responsible for aiding where needed for common desktop support issues while performing with little supervision. This position will require a broad knowledge of common desktop support issues. A proven ability to successfully analyze and perform problem resolution with an emphasis on customer satisfaction is a must. Successful candidate will possess an established background supporting end users in a dynamic environment and the ability to meet demanding deadlines when necessary. Responsibilities, other duties may be assigned:

• Stewarding incoming desktop support tickets through timely acknowledgement, notation, and resolution
• Handling desktop support escalations regarding hardware, software, and networking elements
• Providing support for both on-premises and remote employees (national and international)
• Provide desktop support to end-users, troubleshooting issues related to Windows and MacOS devices, software, and peripheral equipment
• Provide onsite assistance for Systems Engineers when needed
• Deployment of end-user equipment and maintaining inventory
• Participate in the design of new or changing systems
• Participate in functional test planning and testing for the assigned tasks
• Participate in process improvement and documentation for any supported systems and services
• Stay current with changes in the technical area of expertise
• Work with the team to ensure the quality of the assigned task(s), functional area(s) or project(s)
• Respond quickly and effectively to production issues and taking responsibility for seeing those issues through resolution
• Provide weekly status reports on individual projects and tasks
  
  Associates degree or equivalent professional experience
• Two or more years of desktop support and customer support experience
• One or more years of experience & knowledge of Windows 10/11, MacOS, iOS/iPadOS, network connectivity, and support of peripheral devices (printers, scanners, etc.)
• Demonstrated expertise in standard workplace applications, including but not limited to Microsoft Office 365, Adobe, Cisco products
• Working knowledge of Hybrid Azure/Entra Active Directory, fundamental Windows and/or MacOS security, and file and share permissions, One or more years of experience with administration of Mobile Device Management solutions (Microsoft Intune, Jamf)
• Familiarity with ServiceNow
• Familiarity with Remote Monitoring & Management (RMM) solutions (Bomgar, Teamviewer, etc.)
• Familiarity with Cisco VPN solutions (AnyConnect, Secure Connect)
• A+ Certification
Knowledge, Skills & Abilities:
• Excellent interpersonal skills with the ability to interface with all levels of the organization
• Self-starter with the ability to work independently in a fast-paced team environment
• Must be capable of handling multiple simultaneous tasks under pressure while maintaining strong customer service and a professional demeanor
  
  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 the 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. At QTS, we are Powered by People . Our team members are the cornerstone of our culture, innovation, and growth. They are mission-driven, resourceful, and committed to making a positive impact in the communities where we live and work. Together, we're achieving remarkable things and shaping the future of digital infrastructure.


• 25 days annual leave and public holidays
• 32 paid volunteering hours per year
• Salary sacrifice pension scheme
• Employer paid private medical and dental cover for employees and dependants
• Life assurance
• Illness financial protection including critical illness cover and income protection
• Employee referral bonus equivalent to exchange rates of $2,500 at time of award, subject to eligibility
• This role is bonus eligible., 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 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