Enterprise IT Support Engineer OSC

It’s exhilarating to find yourself at a pivotal moment in history— and even more so to be leading the way. At QTS Data Centers, we are proud to stand at the forefront of today’s dynamic digital transformation. Our world‑class data centers empower our customers’ most strategic growth initiatives, positioning us as a global leader in digital infrastructure.

As AI and cloud technologies fuel the demand for increased speed, capacity, and innovation, QTS has emerged as the global digital infrastructure leader. We are committed to connecting the globe for good. Driven by purpose and a spirit of innovation, we design, build, and operate some of the most advanced data centers worldwide. In addition to our cutting‑edge technology, we are dedicated to sustainability, incorporating renewable energy solutions to minimize our environmental footprint and drive meaningful impact.

As a proud portfolio company of Blackstone, QTS is uniquely positioned to achieve ambitious growth and innovation goals.

At QTS, we are Powered by People. Our team members are the cornerstone of our culture, innovation, and growth. They are mission‑driven, resourceful, and committed to making a positive impact in the communities where we live and work. Together, we’re achieving remarkable things and shaping the future of digital infrastructure.

We’d like to invite you to join us.

• Roth and Traditional 401(k) matching contributions with immediate vesting
• Every employee is bonus or commission eligible
• Generous PTO, paid volunteer days, and 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
• Wellness program
• Tuition reimbursement program

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.

• First Shift: 8 AM – 5 PM, days vary
• Second Shift: 4 PM – 1 AM, days vary
• Third Shift: Midnight – 9 AM, days vary

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 fast‑moving environments, and adapt easily as priorities shift.

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 you assist, and every insight you uncover contributes to a more resilient and empowered organization.

• Manage and process incoming desktop support, Business Systems Support (BSS), and Service Now tickets within the Incident Management System (IMS).
• Promptly acknowledge, document, troubleshoot, and resolve Tier 1 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, Service Now, Workday, Salesforce, etc.)
• Network connectivity
• Peripheral devices (printers, scanners, accessories)
• IP phones (8x8)
• DUO MFA administration

• 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.

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