Engineer IT-Support

Digital Realty • Ashburn, VA

1d

About The Position

The IT Support Engineer plays a key role in delivering high-quality IT support services across Digital Realty’s global footprint. This role sits primarily at Level 2 (L2) support and works closely with Level 1 and Level 3 teams to ensure reliable, secure, and efficient IT services for end users and data center operations.

This role is responsible for resolving escalated technical issues, supporting endpoint systems, and contributing to IT projects that enhance user experience, infrastructure reliability, and security. Strong collaboration with regional and global IT teams is essential.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience
• 1–3 years of experience in a technical support or helpdesk environment
• Strong working knowledge of IT service management processes aligned with ITIL (incident, problem, request, access, and asset management)
• Hands-on experience supporting: Microsoft 365 Active Directory administration Windows Autopilot, Windows updates, and Intune Company Portal Mobile Device Management (MDM) Print and multifunction device management Vendor and asset lifecycle management
• Experience with ITSM tools such as ServiceNow, Jira Service Desk, or Freshservice
• Strong problem-solving skills with a customer-service mindset
• Hands-on, detail-oriented, and resilient approach to work
• Fluent English communication skills, both written and verbal
• Strong collaboration, prioritization, and planning skills

Nice To Haves

• Basic scripting knowledge (PowerShell preferred) is a plus

Responsibilities

• Respond to and resolve escalated technical issues from L1 support via ticketing system, phone, email, or in person
• Troubleshoot Windows and macOS systems, Microsoft 365, desktop/laptop hardware, mobile devices, and printers
• Provide on-site support as well as remote support for users across multiple locations
• Assist with deployment, configuration, and maintenance of endpoint devices, software, and systems
• Maintain accurate documentation of incidents, resolutions, and standard procedures within the knowledge base
• Collaborate closely with L1 and L3 teams to support smooth escalation and resolution of incidents
• Participate in system upgrades, patching, and deployment activities
• Ensure compliance with IT policies, security standards, and best practices
• Maintain an up-to-date inventory of IT hardware and software assets
• Represent the IT department in a professional, customer-focused manner

Benefits

• Medical, dental, vision, life and AD&D insurance, 401(k) match, disability benefits, wellness and education benefits, employee stock purchase plan, paid time off, holidays, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 501-1,000 employees