Enterprise IT Engineer OSC

About the Role

The OSC is the heartbeat of support at QTSresponding globally coordinating across IT and operations and ensuring issues are resolved quickly and 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 weoperatein rotating 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:

Youare someone who loves getting to the root of a problem picks up new skills quickly and shows empathy and professionalism in every 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 youassist and every insight you uncover contributes to a moreresilient and empowered organization.

Your contributions help ensure that QTS employeesand by extension QTS customersexperience 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 AcrobatServiceNow WorkdaySalesforceetc.)

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 whilemaintaininga calmsolutionfocusedapproach.

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

Curiosity & Continuous Learning

Stay up to date on evolving tools platforms and support practices.

Ask questions investigate recurring issues and helpidentifypatterns or opportunities for improvement.

Documents work thoroughly so others can learn from your findings.

Build deep knowledge of assigned systems functional areas and emerging technologies.

Adaptability & Ownership

Respond quickly and effectively to production issues taking responsibility through resolution.

Thrive in an environment where priorities shift and new challenges appear often.

Participate in projects knowledgebase contributions and process improvements.

BASIC QUALIFICATIONS

• Associate degree or equivalent professional experience
• 1 year of help desk technical support or desktop support experience
• 1 year of experience with:
• o Windows 10/11 macOS iOS/iPadOS
• o Network connectivity troubleshooting
• o Peripheral device support
• Demonstratedproficiencywith standard workplace applications:
• o Microsoft Office Acrobat Cisco tools ServiceNow
• Working knowledge of:
• o Hybrid Azure/Entra Active Directory
• o Windows/macOS security fundamentals
• o SharePoint and M365 collaboration
• Experience with iOS/iPhone troubleshooting
• US Citizenshiprequireddue to federal customer contracts
  

PREFERRED QUALIFICATIONS

• One or more years of experience with Microsoft 365 (SharePoint Teams Entra User Administration)
• Familiarity with ServiceNow
• Familiarity with Remote Monitoring & Management (RMM) solutions (BomgarTeamviewer etc.)
• A Certification

KNOWLEDGESKILLSAND ABILITIES

• Excellent interpersonal skills with the ability tointerface withall levels of the organization
• Self-starter with the ability to work independently in a fast-paced team environment
• Must be capable of handling multiple simultaneous tasks under pressure whilemaintainingstrong customer service and a professional demeanor.

We conform to all the laws statutes and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women minorities individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion gender sexual orientation gender identity or national origin age disability status Genetic Information & Testing Family & Medical Leave protected veteran status or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint orally or in writing to the employer or the government or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.

The Know Your Rights Poster is included here:

Know Your Rights (English)

Know Your Rights (Spanish)

The pay transparency policy is available here:

Pay Transparency Nondiscrimination Poster-Formatted

QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process please send an e-mail to and let us know the nature of your request and your contact information.