Sr. Engineer IT-Support

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 Corporate Services and other groups to implement and maintain quality and customer focused solutions.

Senior Engineer IT-Support  is responsible for ensuring that the IT Corporate Services team member’s deliver IT services to our end users according to identified objectives and agreed service levels.  The Senior Engineer IT-Support will need to have a strong customer service ethos and be capable of interacting with both users and management to drive customer focused technical support to the Digital Realty end user in the support of IT services including workstations, laptops, operating systems, applications, software, hardware, and peripherals. The incumbent must be detail oriented, capable of collaborating with a global team of technicians delivering technical solutions, exhibit critical thinking and problem analysis, and communicate professionally in a timely manner with the ability to adapt and learn new skills quickly.

Responsibilities

• 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. 
• Configure and support various mobile device platforms. 
• Identify and prioritize tasks and assignments as needed for the Tier 2 support team, participate in ticket coordination and overflow at identified thresholds. 
• Adhere to performance standards to exemplify the execution of IT Operations processes and ensure proper levels of customer service are continuously delivered for maximum engagement in a 24x7 operating environment. 
• Maximize use of the current IT Service Management tools to accurately identify each incident, request, problem, change, or asset record while ensuring accurate documentation is entered for each record. 
• Provide mentorship and accountability to the regional Corporate Services team members delivering excellent customer experience in support of incident and request management for IT services. 
• Guide team members in best practices for incident management including detailed ticket documentation, and application of analytical skills to identify root cause and quickly determine the resolution.   
• Research reported problems as assigned to determine the background, current state, identify root cause or known error and identify escalation team as requested. 
• Drive optimization of the knowledge management tools to enable quick resolution for known errors, configurations, and common issues. 
• Collaborate on weekly/monthly reporting providing IT service delivery metrics and key performance indicators. 
• Monitor incident and request management metrics, while facilitating training and coaching for team members and managed service providers. 
• Monitor the team schedule to ensure coverage during hours of operations and designated after hours’ responsibility as needed. 
• Assist in recruiting, screening, and interviewing for IT operations candidates as directed. 
• Participate in projects and feature enhancements meetings and calls as directed to ensure delivery as agreed. 
• Work closely with all IT Engineering and Operations teams including: Productivity, Infrastructure, Network, Engineering, Voice and Conferencing, Collaboration, and Cyber/Information Security to ensure that all Digital Realty end users are supported. 
• Drive continual improvement using metrics and data to coach or train the team members and managed service providers. 
• Collaborate in the delivery of end user communications, training, and programs to ensure rapid adoption of IT services. 
• Participate in the oversight of vendor relationships and ensure compliance with licensing and support agreements. 
• 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. 

What you’ll need

• A Bachelor’s degree in Computer Science or related degree preferred, or a combination of education, training, and work experience. 
• Minimum 5 years’ experience in increasingly complex roles supporting end users. 
• Proven experience with outstanding interpersonal and communication (written & oral) skills. 
• ITIL Foundation V3 Certification preferred with experience implementing IT service operations processes: incident management, problem management, request fulfilment, access management, etc. 
• Subject Matter Expert in the delivery of desktop systems and applications in the following areas: 
• Microsoft Windows 10/11 endpoint lifecycle via Microsoft Intune/Endpoint manager, GPO, and Azure AD 
• Microsoft 365 and Office 2021 (macOS and Windows) 
• Working experience in four or more of the following areas: 
• Mac OS 13.x (and later) managed endpoints using Jamf PRO 
• Active Directory Administration 
• Azure AD 
• PowerShell or VB scripting  
• Windows Autopilot deployment, Windows for Business Updates, Intune Company Portal 
• Print and Multifunction Device Management 
• Mobile Device Management  
• Vendor management  
• Asset Management – Lifecycle maintenance of 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. 
• Experience in working with managed service providers for IT operations support. 
• Experience with licensing agreements including MS EA, Adobe, Autodesk, and others. 
• Demonstrated experience in working within a global organization. 

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.

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