Enterprise IT Support 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.

Responsibilities

• 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: Windows 10/11, macOS, and iOS/iPadOS devices
  • Core applications (Microsoft Office suite, Acrobat, ServiceNow, Workday, Salesforce, etc.)
  • Network connectivity
  • Peripheral devices (printers, scanners, accessories)
  • IP phones (8x8)
  • 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
  • Stay up to date on evolving tools, platforms, and support practices.
  • Ask questions, investigate recurring issues, and help identify patterns 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.

Requirements

• Associate degree or equivalent professional experience
• 1+ year of help desk, technical support, or desktop support experience
• 1+ year of experience with:
  • Windows 10/11, macOS, iOS/iPadOS
  • Network connectivity troubleshooting
  • Peripheral device support
• Demonstrated proficiency with standard workplace applications:
  • Microsoft Office, Acrobat
  • Cisco tools, ServiceNow
• Working knowledge of:
  • Hybrid Azure/Entra Active Directory
  • Windows/macOS security fundamentals
  • SharePoint and M365 collaboration
• Experience with Microsoft 365 (SharePoint, Teams, Entra User Administration)
• Familiarity with ServiceNow
• Familiarity with Remote Monitoring & Management (RMM) solutions (Bomgar, Teamviewer, etc.)
• A+ Certification

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 (Bomgar, Teamviewer, etc.)
• A+ Certification

Skills & 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.

Benefits

• 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 for primary and secondary caregivers
• Military Benefits Package
• QTS Charitable Matching Gift Program
• QTS Scholarship for Employee Dependents
• QTS Crisis Fund
• Tuition Reimbursement Program