Enterprise IT Support Engineer – OSC

The Enterprise IT Support Engineer – OSC role at Quality Technology Services, LLC is a critical position based in Suwanee, Gwinnett County, US. You will join the Operations Support Center (OSC) to provide 24/7/365 technical assistance to global users, troubleshooting a wide range of IT systems while coordinating with Enterprise IT and Engineering teams.

Key Responsibilities

• Serve as the first point of contact for incident resolution across hardware, software, networking, and cloud platforms.
• Monitor, triage, and resolve tickets in accordance with Service Level Agreements (SLAs) using ticketing tools.
• Collaborate with Enterprise IT, Engineering, and third‑party vendors to diagnose complex issues and implement permanent fixes.
• Participate in rotating shift schedules to ensure continuous coverage, including weekends and holidays.
• Document solutions, create knowledge‑base articles, and contribute to process improvement initiatives.
• Assist in on‑call escalation procedures and participate in after‑hours incident response when required.

Required Qualifications

• Minimum 3 years of experience in enterprise‑level IT support or a similar technical support role.
• Strong knowledge of Windows and Linux operating systems, virtualization (VMware/Hyper‑V), and networking fundamentals (TCP/IP, DNS, VPN).
• Experience with monitoring tools, remote management software, and ticketing systems (e.g., ServiceNow, JIRA).
• Excellent problem‑solving skills and the ability to work under pressure in a fast‑paced environment.
• Effective communication skills and a customer‑focused attitude.
• Willingness to work rotating shifts and be on‑call as needed.

Preferred Experience

• Certifications such as CompTIA A+, Network+, Microsoft MCSE, or Cisco CCNA.
• Familiarity with cloud services (AWS, Azure) and automation scripting (PowerShell, Bash).
• Previous experience supporting a global user base.

Frequently Asked Questions

What does a rotating shift schedule mean for this position?

The role requires coverage 24/7/365, so you will work on a rotating schedule that includes days, evenings, nights, weekends, and holidays to ensure continuous support.

What technical skills are essential for success as an OSC Engineer?

Strong knowledge of Windows/Linux OS, virtualization, networking basics, ticketing systems, and the ability to troubleshoot hardware and software issues across a global environment.

Is on‑call duty required for this job?

Yes, occasional on‑call responsibilities are part of the role to handle urgent incidents outside regular shift hours.