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. Because the OSC supports users 24/7/365, we operate in rotating shifts. We're looking 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

Requirements

• You are someone who loves getting to the root of a problem, picks up new skills quickly, and shows empathy and professionalism in every interaction. You're energized by helping others, thrive in fastmoving environments, and adapt easily as priorities shift.
• The Impact You Will Have
• Your contributions help ensure that QTS employees-and by extension, QTS customers-experience 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, Acrobat, ServiceNow, Workday, Salesforce, etc.)
• 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 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.
• 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
• Demonstrated proficiency with 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 Citizenship required due to federal customer contracts
• 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
• 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 .

Benefits

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