Enterprise IT Support Engineer I
QTS Data CentersAbout the role
The Enterprise IT Support Engineer I will be responsible for aiding where needed for common desktop support issues while performing with little supervision. This position will require a broad knowledge of common desktop support issues. A proven ability to successfully analyze and perform problem resolution with an emphasis on customer satisfaction is a must. Successful candidate will possess an established background supporting end users in a dynamic environment and the ability to meet demanding deadlines when necessary.
RESPONSIBILITIES, other duties may be assigned.
Stewarding incoming desktop support tickets through timely acknowledgement, notation, and resolution
Handling desktop support escalations regarding hardware, software, and networking elements
Providing support for both on-premises and remote employees (national and international)
Provide desktop support to end-users, troubleshooting issues related to Windows and MacOS devices, software, and peripheral equipment
Provide onsite assistance for Systems Engineers when needed
Deployment of end-user equipment and maintaining inventory
Participate in the design of new or changing systems
Participate in functional test planning and testing for the assigned tasks
Participate in process improvement and documentation for any supported systems and services
Stay current with changes in the technical area of expertise
Work with the team to ensure the quality of the assigned task(s), functional area(s) or project(s)
Respond quickly and effectively to production issues and taking responsibility for seeing those issues through resolution
Provide weekly status reports on individual projects and tasks
BASIC QUALIFICATIONS
Associates degree or equivalent professional experience
Two or more years of desktop support and customer support experience
One or more years of experience & knowledge of Windows 10/11, MacOS, iOS/iPadOS, network connectivity, and support of peripheral devices (printers, scanners, etc.)
Demonstrated expertise in standard workplace applications, including but not limited to Microsoft Office 365, Adobe, Cisco products
Working knowledge of Hybrid Azure/Entra Active Directory, fundamental Windows and/or MacOS security, and file and share permissions
PREFERRED QUALIFICATIONS
One or more years of experience with administration of Mobile Device Management solutions (Microsoft Intune, Jamf)
Familiarity with ServiceNow
Familiarity with Remote Monitoring & Management (RMM) solutions (Bomgar, Teamviewer, etc.)
Familiarity with Cisco VPN solutions (AnyConnect, Secure Connect)
A+ Certification
KNOWLEDGE, SKILLS AND ABILITIES
Excellent inter
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