Engineer IT-Support

Position Title:

IT Support Engineer

Location:

Ashburn, VA

Your role

The IT Support Engineer plays a key role in delivering high-quality IT support services across Digital Realty’s global footprint. This role sits primarily at Level 2 (L2) support and works closely with Level 1 and Level 3 teams to ensure reliable, secure, and efficient IT services for end users and data center operations.

This role is responsible for resolving escalated technical issues, supporting endpoint systems, and contributing to IT projects that enhance user experience, infrastructure reliability, and security. Strong collaboration with regional and global IT teams is essential.

What you’ll do

• Respond to and resolve escalated technical issues from L1 support via ticketing system, phone, email, or in person
• Troubleshoot Windows and macOS systems, Microsoft 365, desktop/laptop hardware, mobile devices, and printers
• Provide on-site support as well as remote support for users across multiple locations
• Assist with deployment, configuration, and maintenance of endpoint devices, software, and systems
• Maintain accurate documentation of incidents, resolutions, and standard procedures within the knowledge base
• Collaborate closely with L1 and L3 teams to support smooth escalation and resolution of incidents
• Participate in system upgrades, patching, and deployment activities
• Ensure compliance with IT policies, security standards, and best practices
• Maintain an up-to-date inventory of IT hardware and software assets
• Represent the IT department in a professional, customer-focused manner

What you’ll need

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience
• 1–3 years of experience in a technical support or helpdesk environment
• Strong working knowledge of IT service management processes aligned with ITIL (incident, problem, request, access, and asset management)
• Hands-on experience supporting: 
  • Microsoft 365
  • Active Directory administration
  • Windows Autopilot, Windows updates, and Intune Company Portal
  • Mobile Device Management (MDM)
  • Print and multifunction device management
  • Vendor and asset lifecycle management
• Experience with ITSM tools such as ServiceNow, Jira Service Desk, or Freshservice
• Basic scripting knowledge (PowerShell preferred) is a plus
• Strong problem-solving skills with a customer-service mindset
• Hands-on, detail-oriented, and resilient approach to work
• Fluent English communication skills, both written and verbal
• Strong collaboration, prioritization, and planning skills

A bit about us

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.

To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.

A bit about our team

IT

Our IT team is at the heart of our business. We develop infrastructures, design and build networks, support servers, and provide frontline and advanced support by delivering rich connectivity for our customers and employees. With new data centers coming online regularly, we operate in a fast-moving technical environment where innovation, collaboration, and continuous improvement are key.

What we can offer you

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team working together to 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, challenge the way we do things, and grow your career through ongoing learning and development opportunities.

Apply today, take charge of your career, and grow your talents with us.

Health and Safety

Safety isn't just a priority here at Digital Realty; it’s critical to everything we do. Safeguarding lives, protecting assets, and securing data are essential pillars of our commitment to excellence. We foster a culture where every team member embraces safe working practices — together, we are Safely Powering Progress.

Our Compensation Philosophy

Digital Realty offers a competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Our compensation philosophy is centered on rewarding employees for achieving results aligned with our company values and strategic objectives.

Compensation & Benefits

Our published pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and geographical location. Individual pay is based on job-related skills, experience, and relevant education and/or training. Total compensation may also include bonus eligibility and other incentives.

Compensation range: $70,000 – $90,000 annually

Benefits: Medical, dental, vision, life and AD&D insurance, 401(k) match, disability benefits, wellness and education benefits, employee stock purchase plan, paid time off, holidays, and more.