Your role
- Provide advanced technical support for hardware, software, and network issues.
- Troubleshoot and resolve issues related to Windows/Mac OS, Office 365, desktop/laptop hardware, mobile devices, printers, and network connectivity.
- Provide on-site support and support for remote users.
- Assist in deployment, configuration, and maintenance of IT systems and software.
- Document problem resolutions and contribute to the internal knowledge base.
- Collaborate with L1 and L3 teams for smooth incident escalation and resolution.
- Participate in system upgrades, patches, and deployments.
- Participate in after-hours support as needed.
- Ensure adherence to company IT policies, compliance, security standards, and best practices.
- Provide end-user training and support as needed.
- Representing the IT department in a customer-friendly and professional manner
- Maintains an up-to-date and complete inventory of hardware and software.
- Train and mentor junior IT staff and help develop technical skills within the team.
- Develop and maintain documentation for systems, processes, and procedures
- Lead assigned projects
What you’ll need
- Bachelor’s degree in computer science, Information Technology, or related field (or equivalent
experience).
- 3–5 years of experience in a technical support or helpdesk role.
- Skilled in the principles of IT service operations processes: incident management, problem
management, request fulfilment, access management, asset management according to ITIL
guidelines.
- Skilled in the delivery of interoperative desktop systems and applications in the following areas: Microsoft 365, Active Directory Administration, Windows Autopilot deployment, Windows for Business Updates, Intune Company Portal, Print and Multifunction Device Management, Mobile Device Management and Vendor management
- Skilled in 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.
• Experience with ITSM tools like ServiceNow, Jira Service Desk, or Freshservice.
• Knowledge of scripting (e.g., PowerShell) is a plus.
The primary focus of the Senior IT Support Engineer role is to provide on-site and remote support to Digital Realty end-users and collaborate with the IT Engineering teams to maintain Digital Realty’s IT infrastructure with minimal supervision. This is achieved through working with primary tools such as a ticket system which manages most the daily tasks. Additionally, the Senior IT Support Engineer will assist IT project work to improve the user experience, IT infrastructure and IT security
