Engineer IT Support

Position Title: Engineer – IT Support 

Location: New York, NY

Your role 

Are you passionate about solving end user issues, and providing solutions to enable a modern and productive workplace?  Here within Digital Realty’s IT department, we pride ourselves in our ability to focus on improving the value that Digital Realty gets from its investments in technology.  Join the Digital Realty IT Engineering and Operations team to work closely with IT Support, IT Engineering, and other groups to implement and maintain quality and customer focused solutions. 

What you’ll do 

The Engineer, IT Support is responsible delivering an exceptional customer experience to the end-user community at Digital Realty.  The Technician will investigate and respond to all assigned support requests by following documented process and procedure with the goal of restoring or fulfilling IT services for end users in the most efficient manner available. This role will require experience supporting enterprise applications, network connectivity, desktop infrastructure, operating systems, software, hardware, and peripherals. 

• Minimum 3 years’ experience supporting end users, or a combination of education, training, and work experience
• A strong understanding of the principles of IT service operations processes: incident management, problem management, request fulfilment, access management, asset management, etc.
• Subject Matter Expert in the delivery of interoperative desktop systems and applications in three or more of the following areas:
  • Microsoft Windows 10/11 endpoint lifecycle via Microsoft Intune, GPO, and Azure AD
• Proven team player with outstanding interpersonal and communication (written & oral) skills
• Mac OS 10.10.x (and later) managed endpoints using Jamf PRO
• Microsoft Office365 and Office 2021 (macOS and Windows)
• Active Directory Administration
• PowerShell or VB scripting 
• Application packaging and deployment via Intune
• Print and Multifunction Device Management
• Mobile Device Management e.g., Intune, Jamf, Mobile Iron
• Vendor Management, Hardware, and Software Asset Management
• Demonstrated experience in working within a global organization
• Experience managing the delivery of desktop services 
• Asset Management - Maintain workstation inventory including tracking the status of IT assets for End User including Laptops, Desktops, and all peripherals. Create inventory reports upon request. Refresh laptops and desktops that become out of warranty.

What you’ll need

• Provide excellent customer experience in support of incident and request management for IT services
• Tier 2 support of end user IT services 
• Troubleshoot and repair hardware and software issues on multiple operating systems 
• Provide on-site and remote technical support using tools for standard configurations of workstations, laptops, operating systems, software, hardware, printers, and peripherals.
• Assist in system upgrades and maintenance, including, but not limited to, add and/or remove memory, hard drives, video cards and power supplies.
• Deploy software and system images for multiple OS and hardware standards. 
• Schedule and implement regular patching to the desktop infrastructure in coordination with IT engineering and information security teams
• Configuring and support various mobile device platforms
• Work to develop an understanding of standard issues and assist in the creation and maintenance of technical documentation and processes
• Develops end user communications, training, and programs to ensure rapid adoption of IT services
• Maintain vendor relationships and ensure compliance with licensing and support agreements
• Follow all company policies, procedures, and standards, as aligned.
• Performs other responsibilities associated with this position as may be appropriate and assigned. 
• Follow personnel and department policies and procedures as outlined in the Employee Handbook and coordinate issues as needed through the Human Resources department.
• Work outside of normal operating hours as directed. Digital Realty sites run 24/7/365 and there are times when IT support activities will be required outside of the normal business operating hours.
• Travel to remote office locations as directed.

A bit about us

Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company’s global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx®) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents.

To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.

A bit about our Digital 

IT

Our IT team is at the heart of our business. We develop infrastructures, design and build networks, support servers and provide the first line of support by delivering rich connectivity for our customers. With new data centers coming online all the time, it’s a rapidly changing technical environment so our team is always ready to innovate and take the lead on projects. We constantly develop, deploy and support vital networks and data services that drive business performance and improve life for customers around the globe.

What we can offer you

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers. 

Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us. 

Our Compensation Philosophy

Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.

Our published pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and geographical location. Individual pay is based on additional factors including but not limited to job-related skills, experience, and relevant education and/or training. Moreover, an employee’s total compensation package varies by role and may include salary, cash bonus or commissions, and equity awards not quantified below.

Compensation range: 36.06-66.03 per hour. This compensation range represents the Company’s good faith belief as to what it will pay as an hourly rate for this position at the time of this posting.

This is an exciting time to join our business so apply now and make your mark on our future.

Notes:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Digital Realty is an equal opportunity employer, EOE/AA/M/F/Vets/Disabled.  All applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or protected veteran status, or other status protected by law or Company policy.

Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies.

Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals.