Senior Engineer - IT Support

Position Title: Level 2 Engineer, IT Support

Location: Austin, TX

Your role 

The Engineer, IT Support is responsible delivering an exceptional customer experience to the end-user community at Digital Realty. The Engineer will investigate and respond to all assigned support requests by following documented process and procedure with the goal of restoring or fulfilling IT services for end users in the most efficient manner available. This role will require experience supporting enterprise applications, network connectivity, desktop infrastructure, operating systems, software, hardware, and peripherals.

What you’ll do 

Provide excellent customer experience in support of incident and request management for IT services

· Tier 2 support of end user IT services

· Troubleshoot and repair hardware and software issues on multiple operating systems

· 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

· Configuring and support various mobile device platforms

· Work to develop an understanding of standard issues and assist in the creation and maintenance of technical documentation and processes

· Develops end user communications, training, and programs to ensure rapid adoption of IT services

· Maintain vendor relationships and ensure compliance with licensing and support agreements

· Follow all company policies, procedures, and standards, as aligned.

· Performs other responsibilities associated with this position as may be appropriate and assigned.

· Follow personnel and department policies and procedures as outlined in the Employee Handbook and coordinate issues as needed through the Human Resources department.

· 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 

Minimum 3 years’ experience supporting end users, or a combination of education, training, and work experience

· Proven team player with outstanding interpersonal and communication (written & oral) skills

· A strong understanding of the principles of IT service operations processes: incident management, problem management, request fulfilment, access management, asset management, etc.

· Experience in working with managed service providers for IT operations support

· Subject Matter Expert in the delivery of interoperative desktop systems and applications in three or more of the following areas:

o Microsoft Windows 10/11 endpoint lifecycle via Microsoft Intune/Endpoint manager, GPO, and Azure AD

o Mac OS 10.10.x (and later) managed endpoints using Jamf PRO

o Microsoft Office365 and Office 2021 (macOS and Windows)

o Active Directory Administration

o PowerShell or VB scripting

o Application packaging and deployment via Intune/Endpoint Manager

o Print and Multifunction Device Management

o Mobile Device Management e.g., Intune/Endpoint Manager, Jamf, Mobile Iron

o Vendor Management, Hardware and Software Asset Management

· Asset Management - Maintain 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.

· Demonstrated experience in working within a global organization

· Experience managing the delivery of desktop services

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.

A bit about our 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. 

Apply today, take charge of your career and grow your talents with us.

Health and Safety

Safety isn't just a priority here at Digital; it's critical to everything we do. Safeguarding lives, protecting assets, and securing data aren't just ideals - they're essential pillars of our commitment to excellence for our people, our partners and our customers. We have a culture of care where every member of Team Digital embraces a relentless pursuit of working safely across Digital Realty. Together we are Safely Powering Progress.

Our Compensation Philosophy

Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.