IT Support Engineer

Purpose:

The IT Support Engineer oversees the quality of the IT delivery at location and support users of IT at that location at request of the user, the global helpdesk, or the engineering departments.

Result Areas:

Monitor the quality of IT-delivery at location:

• Build relations with the users of IT at the specific location.
• Monitors the quality of IT-delivery at location and escalates within the IT-department if required.
• Ensures availability and proper utilization of video conference facilities, meeting room devices, printers and Wi-Fi.
• Provide feeback, recommendations or change needs to the ICT Services Department.

EUC Device Management:

• Configuring end user computing devices (PC’s, phones, tablets, subscriptions) for users.
• Handing these devices over and collecting them back again from end user.
• Activation and deactivation of related subscriptions.
• Maintain the asset administration for end user computing devices.

Event Support:

• Working together with other locations for the organization of global events
• Preparing and testing equipment for being used during the events.
• Support and monitor the use of IT-equipment during the event to ensure the success of the event.

Incident- and request-management:

• Handle questions, request and/or incidents on request of the user, helpdesk, or the engineering departments.
• Report back the resolution or escalate if needed.
• Monitor timely resolution of questions, requests, and incidents for the specific location.

Line Management (Senior, Manager and Sr. Manager only):

• Takes care of enough capable resources at location.
• Manages the team(s) and external suppliers.
• Facilitates team performance and collaboration.
• Conduct regular performance reviews and feedback.
• Enable good education and development opportunities for employees.
• Coaches on the job
• Challenge and motivate employees against individual and team objectives.
• Collaborates with other areas within IT to aim at a joint approach.

Job Characteristics:

• Needs to be present at the specific location of DLR to provide onsite support.
• Some travel to other DLR-locations might be required. 
• Needs to be available outside office hours in case of incidents or during changes.

Job Requirements:

• Customer oriented: Excellent supporting and service attitude.
• Excellent and effective communications skills, both orally and in writing
• Independent in own work; take responsibility in projects, but also not afraid to ask for help when needed.
• Result oriented: Pro-active attitude with hands-on mentality.
• Team player.
• Attention to detail.
• Quality focus

Knowledge requirements:

• Knowledge of ITIL Service Management
• Knowledge and experience with Service Management tooling
• Detailed knowledge of Windows, Office, Windows Servers, IOS and VMWare.

Digital Realty: Where the cloud lives and business thrives:

We built the global standard for technical real estate, developing a unique capability to acquire, manage, and scale data center campuses. Now, Digital Realty is building a unique ecosystem of open solutions that power customer growth through exceptional service on a foundation of unrivalled data center expertise. The new Digital Realty combines unparalleled data center services, carrier-dense interconnection, real estate acumen, and financial strength to create unique power of choice and value when and where our customers need it.

Our Mission:

To provide our customers with the trusted foundation for the digital world

Our Vision:

To build a network of connected campuses and internet gateways that become the heart of the internet and cloud, powering growth and prosperity for customers, employees, and shareholders. 

Our Values:

Guide our decisions and actions every day—above all else, we value customers, excellence, talent, teamwork and success.

About Digital Realty:

Digital Realty Trust, Inc. supports the data center and colocation strategies of more than 2,000 firms across its secure, network-rich portfolio of data centers located throughout North America, Europe, Asia and Australia.  Digital Realty's clients include companies of all sizes, ranging from financial services, cloud, and information technology services, to manufacturing, energy, gaming, life sciences and consumer products.

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

Digital Realty offers a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions.

Digital Realty is an equal opportunity employer.  All qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

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.