Senior IT Support Engineer

As an IT Support Engineer, you will play a key role in ensuring reliable IT support operations across multiple locations within the subregion and maintaining a stable end-user IT environment. Acting as the second-level escalation point, you will resolve advanced technical issues, support local and remote users, and contribute to the continuous improvement of Digital Realty's IT infrastructure and user experience.

Working closely with regional and global IT teams, you will support endpoint systems, manage IT assets, and participate in infrastructure upgrades and deployment activities. In addition to day-to-day support operations, you will contribute to IT projects, security compliance, and knowledge sharing across locations.

What you'll do

• Resolve escalated technical issues from first-level support via ticket system, phone, email, or on-site support
• Troubleshoot hardware and software issues across Windows, Mac OS, Microsoft 365, mobile devices, printers, and peripherals
• Support remote and on-site users across multiple office locations
• Deploy, configure, and maintain endpoint devices, workplace systems, and software solutions
• Collaborate with L1 and L3 teams to ensure efficient incident escalation and resolution
• Maintain accurate hardware and software inventory records, including lifecycle tracking of IT assets
• Participate in system upgrades, software rollouts, patching, and deployment projects
• Ensure compliance with IT security policies, standards, and operational best practices
• Contribute to documentation and internal knowledge base improvements
• Provide user guidance and represent IT in a professional, customer-focused manner

• Bachelor's degree in Computer Science, Information Technology, or equivalent professional experience
• 1-3 years of experience in IT support, helpdesk, or technical service environments
• Strong knowledge of Microsoft 365, Active Directory, endpoint deployment, and mobile device management
• Experience with ITSM platforms such as ServiceNow, Jira Service Desk, or Freshservice
• Good understanding of ITIL-based service processes including incident, request, and asset management
• Experience in hardware lifecycle and IT asset inventory management
• Knowledge of PowerShell or scripting is an advantage
• Fluent English skills, both written and spoken
• Strong problem-solving ability and hands-on mindset

Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company's global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx®) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents. A bit about our team 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.