Enterprise IT Support Engineer I

QTS Data Centers • Atlanta, GA

2d

About The Position

The Enterprise IT Support Engineer I supports common desktop issues with little supervision, using broad desktop support knowledge and strong problem-solving skills to resolve issues with an emphasis on customer satisfaction. The role supports end users in a dynamic environment and may require meeting demanding deadlines.

The engineer supports on-premises and remote employees nationally and internationally, handles desktop support tickets and escalations, and troubleshoots Windows and MacOS devices, software, networks, and peripheral equipment. The role also includes deploying end-user equipment, maintaining inventory, assisting Systems Engineers onsite, participating in system design and testing, documenting and improving processes, staying current in the technical area, and reporting weekly on projects and tasks.

Requirements

• Associate degree or equivalent professional experience.
• Two or more years of desktop support and customer support experience.
• One or more years of experience and knowledge with Windows 10/11, MacOS, iOS/iPadOS, network connectivity, and peripheral device support, such as printers and scanners.
• Demonstrated expertise in standard workplace applications, including Microsoft Office 365, Adobe, and Cisco products.
• Working knowledge of Hybrid Azure/Entra Active Directory, fundamental Windows and/or MacOS security, and file and share permissions.
• Excellent interpersonal skills and ability to interface with all levels of the organization.
• Self-starter able to work independently in a fast-paced team environment.
• Ability to handle multiple simultaneous tasks under pressure while maintaining strong customer service and a professional demeanor.

Nice To Haves

• One or more years of experience administering Mobile Device Management solutions such as Microsoft Intune or Jamf.
• Familiarity with ServiceNow.
• Familiarity with Remote Monitoring & Management solutions such as Bomgar or TeamViewer.
• Familiarity with Cisco VPN solutions such as AnyConnect or Secure Connect.
• A+ Certification.

Responsibilities

• Acknowledge, document, and resolve incoming desktop support tickets in a timely manner.
• Handle desktop support escalations involving hardware, software, and networking.
• Provide support for on-premises and remote employees nationally and internationally.
• Troubleshoot Windows and MacOS devices, software, and peripheral equipment for end users.
• Provide onsite assistance to Systems Engineers when needed.
• Deploy end-user equipment and maintain inventory.
• Participate in the design of new or changing systems.
• Participate in functional test planning and testing for assigned tasks.
• Participate in process improvement and documentation for supported systems and services.
• Stay current with changes in the technical area of expertise.
• Work with the team to ensure the quality of assigned tasks, functional areas, or projects.
• Respond quickly and effectively to production issues and take responsibility for seeing them through resolution.
• Provide weekly status reports on individual projects and tasks.

Benefits

• Medical, dental, vision, life, and disability insurance.
• 401(k) retirement plan with Roth and Traditional matching contributions and immediate vesting.
• Flexible spending and HSA accounts.
• Paid holidays, paid time off, paid volunteer days, and floating holidays.
• Employee assistance program.
• Tuition assistance and tuition reimbursement.
• Parental leave.
• Military leave assistance and military benefits package.
• QTS scholarship for employee dependents.
• Wellness program.
• Bonus eligibility.
• Stock Purchase Plan (SPP).
• Holiday compensation when working on a holiday.
• Pet and legal insurance.
• Q-Rest Sabbatical Program.
• Q-Anniversary Service Award Program.
• QTS Charitable Matching Gift Program.
• QTS Crisis Fund.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree