Engineer Service Desk at Digital Realty in New York, New York

Job Description:

Position Title: Service Desk Technician


Your role


The Service Desk Technician role is responsible for delivering an exceptional customer experience to the end-user community at Digital Realty. The primary focus of this role is to provide on-demand support for Digital Realty corporate end-users. The position will be based onsite in the . The Technician will investigate and respond to all assigned support needs and tickets by following documented process and procedure with the goal of restoring or fulfilling IT services for end users in the most efficient manner available. This role will require experience supporting IT owned applications, network connectivity, desktop infrastructure, operating systems, software, hardware, and peripherals.


What you'll do

• Provide excellent customer experience in support of incident and request management for IT services
• Level 1 support as the single front door for end user support of IT services in a 24x7 capacity (weekend shifts are required, on rotation)
• Research, resolve, and respond to complex questions received phone calls, emails, chat, and collaboration tools, providing support on the computing and collaboration environment, including the following systems, platforms, or technology:
  • Microsoft Office 365 Support, Password Resets, etc.
  • Windows 10; PC Laptop, Desktop and Mobile Device support (iPads, iPhones)
  • MS Office Productivity Suite functional support
  
  
• Troubleshoot and resolve hardware and software issues on multiple operating systems
• Provide on-site and remote technical support using tools for standard configurations of workstations, laptops, operating systems, software, hardware, printers, and peripherals.
• Configuring and support various mobile device platforms
• Work to develop an understanding of standard issues and assist in the creation and maintenance of technical documentation and processes
• Follow all company policies, procedures and standards, as aligned.
• Performs other responsibilities associated with this position as may be appropriate and assigned.
• Executes other special projects / assignments as directed by the Team Lead / Manager, IT Support.
• Follow personnel and department policies and procedures as outlined in the Employee Handbook and coordinate issues as needed through the Human Resources department.

Primary Tasks:

• Act as single point of contact for global users when it comes to technical issues or support in a 24x7 capacity utilizing a follow the sun model.
• Provides support to users regarding the use of
  • Laptops, desktops, mobile devices, printers
  • common office applications and systems.
  
  
• Informs customers and acts as a source of information regarding the use of these applications and systems and helps users solve problems.
• Where possible, answers questions yourself, resolves complaints and problems (1st line) or contacts a specialist in (2nd line).
• Draws up and maintains manuals for the use and maintenance of systems and applications.
• Monitors the progress of the tickets and requests and maintains contact with the L2/L3 Engineer and keep the end user informed.
• Makes improvement proposals to the manager about identified bottlenecks in the use of applications, equipment, and systems.
• Records incoming notifications in a ServiceNow.
• Troubleshoots remotely and/or on site

Secondary tasks

• Act as hands and eyes for L2 and L3
• Maintain the asset administration for the EUC devices
• Deploy software and system images for multiple OS and hardware standards.
• Troubleshoot and repair hardware and software issues on multiple operating systems
• Work to develop an understanding of standard issues and assist in the creation and maintenance of technical documentation and processes
• Develops end user communications, training, and programs to ensure rapid adoption of IT services

What you'll need

• Minimum 1 year experience supporting end users, or a combination of education, training, and work experience
• An understanding of the principles of IT service operations processes: incident management, problem management, request fulfilment, access management, asset management, etc.
• Experience in the support of desktop systems and applications listed below:
• Experience or eagerness to work in a geographically spread or global organization
• Proven team player with outstanding interpersonal and communication (written & oral) skills (English required, German, Dutch, Spanish, French and other languages are a plus, but not required)
• Required
  • Microsoft 365 for MacOS and Windows
  • Microsoft Windows 10/11 Support
  
  
• Appreciated
  • Active Directory Administration
  • Azure AD (Entra)
  • Print and Multifunction Device Management
  • Mobile Device support
  
  

A bit about us


Digital Realty supports the world's leading enterprises and service providers by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, our global data center platform, gives customers a reliable foundation for scaling their digital business and efficiently managing data gravity challenges. The size and scale of our business puts us in a unique position to offer customers access to 300+ facilities in 50+ metros across 25+ countries and six continents.


A bit about our Digital team



IT


Our IT team is at the heart of our business. We develop infrastructures, design and build networks, support servers and provide the first line of support by delivering rich connectivity for our customers. With new data centers coming online all the time, it's a rapidly changing technical environment so our team is always ready to innovate and take the lead on projects. We constantly develop, deploy and support vital networks and data services that drive business performance and improve life for customers around the globe.


What we can offer you


Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers.

Join us and you'll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you'll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We'll also give you plenty of development opportunities so you can build a rewarding and successful career with us.


Our Compensation Philosophy


Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.

This is an exciting time to join our business so apply now and make your mark on our future.


Notes:


The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Digital Realty is an equal opportunity employer, EOE/AA/M/F/Vets/Disabled. All applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or protected veteran status, or other status protected by law or Company policy.

Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies.


Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals. Apply Now