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:

• 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

Basic Qualifications:

• 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

Preferred Qualifications:

• 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

Total Rewards:

• 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.

The duties and responsibilities described here are not exhaustive and additional assignments, duties, or responsibilities may be required of this position. Assignments, duties, and responsibilities may be changed at any time, with or without notice, by QTS in its sole discretion. We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation on TalentAcquisition@QTSDataCenters.com