Enterprise IT Engineer - OSC

About the Role 

The OSC is the heartbeat of support at QTS—responding globally, coordinating across IT and operations, and ensuring issues are resolved quickly and accurately. You’ll have opportunities to troubleshoot across a wide spectrum of technologies and collaborate regularly with Enterprise IT and Engineering teams. 

Because the OSC supports users 24/7/365, we operate in rotating shifts. We’re looking for adaptable team members who can thrive in a schedule that may evolve as business needs change. 

This team is currently hiring for multiple shifts:  

·       First Shift: 8 AM - 5 PM, days vary 

·       Second Shift: 4 PM - 1 AM, days vary 

·       Third Shift: Midnight - 9 AM, days vary 

Who You Are: 

You are someone who loves getting to the root of a problem, picks up new skills quickly, and shows empathy and professionalism in every interaction. You’re energized by helping others, thrive in fastmoving environments, and adapt easily as priorities shift.  

The Impact You Will Have 

In this role, you are a critical force behind keeping QTS running smoothly. Your work directly strengthens the reliability, responsiveness, and overall experience of our technology ecosystem. Every issue you resolve, every user you assist, and every insight you uncover contributes to a more resilient and empowered organization. 

Your contributions help ensure that QTS employees—and by extension, QTS customers—experience reliable, responsive, and thoughtful technical support every single day. 

What Will You Do 

Support & Incident Resolution 

·       Manage and process incoming desktop support, Business Systems Support (BSS), and ServiceNow tickets within the Incident Management System (IMS). 

·       Promptly acknowledge, document, troubleshoot, and resolve Tier1 issues with a focus on accuracy and customer satisfaction. 

·       Provide remote helpdesk support across:

o   Windows 10/11, macOS, and iOS/iPadOS devices

o   Core applications (Microsoft Office suite, Acrobat, ServiceNow, Workday, Salesforce, etc.) 

o   Network connectivity

o   Peripheral devices (printers, scanners, accessories)

o   IP phones (8x8) 

o   DUO MFA administration 

Escalation & Collaboration 

·       Escalate tickets appropriately to Tier-2 teams based on priority, complexity, and request type. 

·       Communicate clearly and kindly with users and teammates while maintaining a calm, solution focused approach. 

·       Work with Enterprise IT partners to ensure consistent quality, knowledge sharing, and smooth handoffs. 

Curiosity & Continuous Learning