Enterprise IT Support Engineer I

Quality Technology Services; Atlanta (GA); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life

Disability insurance

401(k) retirement plan

Paid holidays

Paid time off

Volunteer days

Employee assistance program

Tuition assistance

Parental leave

Military leave assistance

Scholarship for dependents

Wellness program

Job summary

Quality Technology Services is seeking an Enterprise IT Support Engineer I to assist with routine desktop support and problem resolution. You will support Windows 10/11, MacOS, iOS devices, and printers, working with a team to ensure high customer satisfaction across on-prem and remote users, nationally and internationally.

Ideal candidates have 2+ years of desktop support, familiarity with Office 365, Adobe, Cisco products, and remote management tools.

Qualifications

• Associates degree or equivalent professional experience.
• Two or more years of desktop support and customer support experience.
• One or more years of experience with Windows 10/11, MacOS, iOS/iPadOS, network connectivity, and peripheral devices.
• Demonstrated expertise in standard workplace applications, including Microsoft Office 365, Adobe, Cisco products.
• Working knowledge of Hybrid Azure/Entra AD, Windows/MacOS security, and file permissions.

Responsibilities

• Steward incoming desktop support tickets through acknowledgement, notation, and resolution.
• Handle escalations regarding hardware, software, and networking elements.
• Provide support for both on-premises and remote employees (national and international).
• Troubleshoot Windows and MacOS devices, software, and peripheral equipment.
• Provide onsite assistance for Systems Engineers when needed.
• Deploy end-user equipment and maintain inventory.
• Participate in design, testing, and process improvements for supported systems.
• Submit weekly status reports on projects and tasks.

Skills

Windows 10/11

MacOS support

iOS/iPadOS

Office 365

Network troubleshooting

Printers & scanners

Customer service

Hybrid AD (Azure/Entra)

Education

Associates degree or equivalent

Tools

ServiceNow

Bomgar

TeamViewer

Cisco AnyConnect

Intune

Jamf

A+ Certification

Job description

Who we are

As a global leader in digital infrastructure, QTS designs, builds and operates advanced data centers that support strategic AI, cloud and digital transformation initiatives. We are driven by a mission to connect the world for good and our people make it possible. Every single day, the creativity, dedication and genuine care for our communities are what push us forward and make this a truly special place to be.

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

• 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 interpersonal skills with the ability to interface with all 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 while maintaining strong customer service and a professional demeanor

TOTAL REWARDS

• medical
• dental
• vision
• life
• disability insurance
• 401(k) retirement plan
• flexible spending and HSA accounts
• paid holidays
• paid time off
• paid volunteer days
• employee assistance program
• tuition assistance
• parental leave
• military leave assistance
• QTS scholarship for dependents
• wellness program
• Other company benefits

This position is Bonus eligible.

In addition to a variety of benefit packages, QTS goes above and beyond for our employees:

• Roth and Traditional 401(k) matching contributions with immediate vesting
• Every employee is bonus or commission eligible
• Generous PTO, Paid Volunteer Days Plus Floating Holidays
• Stock Purchase Plan (SPP)
• 11 paid Holidays Annually/Holiday compensation when worked
• Pet and Legal Insurance
• Q-Rest Sabbatical Program
• Q-Anniversary Service Award Program
• Parental Leave
• Military Benefits Package
• QTS Charitable Matching Gift Program
• QTS Scholarship for Employee Dependents
• QTS Crisis Fund
• Wellness Program
• Tuition Reimbursement Program

Equal Opportunity Employer

QTS is an Equal Opportunity Employer. Learn more: Equal Opportunity Employer/Veterans/Disabled

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 nation