IT

Senior Technician, IT Corporate Services

7500 metro center drive, Austin

Back to vacancy overview Last updated: 15-07-2022

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Position Title: Senior Technician, IT Corporate Services

Location: Austin, TX (On-site)

Opportunity Snapshot:

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

Your role

The Senior Technician, IT Corporate Services, at the Digital Realty Austin TX Headquarters is responsible for ensuring that the executive staff is provided white glove support on site, and any related requirements are prioritized as requested. In addition, the IT Corporate Services team member’s deliver IT services to our end users according to identified objectives and agreed service levels. The Senior Technician 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.

What you’ll do

Focus on providing white glove executive support the Digital Realty Corporate Headquarters office in Austin TX for C-Level executives and VIP staff on site.
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 in order 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 IT 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.
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:
- Mac OS 10.10.x (and later) managed endpoints using Jamf PRO
- Microsoft Windows 10 endpoint lifecycle via MS SCCM, InTune, Autopilot, Azure AD, on premise AD
- Microsoft Office365 and Office 2016 (macOS and Windows)
Working experience in four or more of the following areas:
- Active Directory Administration
- PowerShell or VB scripting
- SCCM - Reference image, task sequencing, and in-place upgrade deployments, application packaging and deployment, patching
- 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 supports the world's leading enterprises and service providers by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, our global data center platform, gives customers a reliable foundation for scaling their digital business and efficiently managing data gravity challenges. The size and scale of our business puts us in a unique position to offer customers access to 290 facilities in 49 metros across 24 countries and six continents.

A bit about our IT team

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.

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

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 cares about the health and safety of its workforce, customers, and vendors. Digital Realty encourages all new hires to be fully COVID-19 vaccinated by their start date. Employees who are not fully COVID-19 vaccinated will need to comply with our weekly COVID-19 testing requirements, subject to applicable workplace accommodation requirements.

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.

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