Required Education:

• Associate Degree in Computer Science, graduation from a technical school, and/or equivalent work experience.

Preferred License/Certification:

• CompTIA A+ certification.

Required Qualifications/Skills/Experience:

• 1+ years of experience in enterprise desktop support or data center support, providing Tier II technical support in large corporate environments.
• Experience providing Smart Hands support for servers, storage, networking equipment, rack-mounted hardware, and PDUs under the guidance of remote engineering teams.
• Strong experience supporting Windows environments, Microsoft 365, mobile devices, video conferencing systems, and enterprise hardware throughout the installation and lifecycle management process.
• Experience using ITSM platforms such as ServiceNow, Remedy, Jira Service Management, or similar tools to manage incidents, service requests, asset tracking, and CMDB updates.
• Ability to independently troubleshoot hardware, operating systems, network connectivity, and peripheral issues while maintaining high customer satisfaction.
• Experience supporting executive/VIP users with professionalism, urgency, and exceptional customer service.
• Experience managing inventory, hardware deployments, asset lifecycle activities, and secure equipment disposal.
• Ability to document technical work accurately and collaborate with remote engineering teams.

Preferred Qualifications/Skills/Experience:

• Experience mentoring junior technicians in fast-paced enterprise IT environments.
• Experience supporting Apple iOS devices, conference room technology, and video conferencing equipment.
• Experience recommending process improvements to enhance IT support operations.

Data Center Support Engineer Overview:

The Data Center Support Engineer provides Tier II desktop and data center support in an enterprise environment. This role is responsible for troubleshooting end-user devices, maintaining Windows workstations and enterprise hardware, delivering Smart Hands support for data center infrastructure, managing IT assets, and providing responsive technical assistance to employees, including executive/VIP users.

Job Duties:

• Troubleshoot and repair desktops, laptops, tablets, printers, and mobile devices.
• Install, configure, maintain, and upgrade Windows workstations and enterprise hardware.
• Provide Smart Hands support for servers, storage systems, networking equipment, rack-mounted hardware, and PDUs under remote engineering guidance.
• Support Microsoft 365, Outlook, Windows, and Apple iOS environments.
• Respond to IT service requests, resolve incidents, and document all work in the organization's ITSM platform.
• Update the Configuration Management Database (CMDB) and asset management systems.
• Perform hardware deployments, upgrades, replacements, and secure equipment disposal.
• Maintain accurate inventory of spare equipment and replacement parts.
• Support conference room technology and video conferencing equipment.
• Provide walk-up IT support as required.
• Deliver exceptional customer service, including dedicated support for executive/VIP users.
• Mentor junior technicians and recommend process improvements to enhance service delivery.
• Only those lawfully authorized to work in the designated country associated with the position will be considered.
• Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.

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