IT Engineer 2 (Hybrid)

DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. DataBank's managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve their technology performance and allow them to focus on their core business objectives. DataBank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX.

DataBank is proud to be an Equal Opportunity Employer. Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.

Position Summary

The IT Engineer Level 2 is a hands-on technical role responsible for building, configuring, and deploying end-user devices across the organization. This position serves as a critical point of contact for hardware and software troubleshooting, executive-level technology support, identity and access management (SSO/Okta), and at times, audio and visual/video conferencing solutions. The ideal candidate combines strong technical proficiency with excellent communication skills and the ability to deliver white-glove service to all levels of the organization.

Key Responsibilities

Device Build & Deployment

* Image, configure, and deploy laptops, desktops, and mobile devices for new hires, replacements, and refreshes.

* Build and provision Apple devices (MacBooks, iPads, iPhones) using MDM tools such as Jamf or Apple Business Manager.

* Set up and configure Windows laptops and desktops, including OS installation, domain join, software packaging, and endpoint security enrollment.

* Maintain hardware inventory and asset management records, track device lifecycle from procurement through retirement.

* Create and maintain standard device images and configuration profiles for consistent, repeatable deployments.

Troubleshooting & End-User Support

* Serve as an escalation point for Level 1 help desk technicians; resolve complex hardware, software, networking, software, and connectivity issues.

* Diagnose and repair issues across macOS, Windows, iOS, and Android platforms.

* Troubleshoot wired and wireless network connectivity, VPN, printing, and peripheral device problems.

* Document resolutions and contribute to the internal knowledge base to improve first-call resolution rates.

* Provide responsive, white-glove technology support for C-suite executives and senior leadership.

* Support executives during high-visibility meetings, presentations, and off-site events as needed.

* Install, configure, and maintain video conferencing equipment in meeting rooms (e.g., Zoom, Owl Cameras).

* Troubleshoot AV issues including displays, cameras, microphones, speakers, and cable management.

* Coordinate with facilities and vendors on new conference room builds and technology refreshes.

General IT Operations

* Participate in IT projects such as office moves, network upgrades, and system migrations.

* Assist with onboarding and offboarding processes, including account provisioning, SSO/identity configuration, and equipment collection.

* Administer and support single sign-on (SSO) and identity management platforms such as Okta, Azure AD, or OneLogin, including user provisioning, MFA enrollment, application integrations, and access troubleshooting.

* Collaborate with the broader IT team on process improvements, automation, and documentation.

* Maintain compliance with company security policies and IT standards.

Qualifications

Required

* 3-5 years of hands-on experience in an IT support or desktop engineering role.

* Strong proficiency with macOS, Windows 10/11, iOS, and common enterprise software suites (Microsoft Office 365).

* Experience building, imaging, and deploying laptops and desktops at scale.

* Familiarity with Apple device management (Jamf, Apple Business Manager, or equivalent MDM platform).

* Working knowledge of video conferencing platforms and AV hardware (Zoom, Teams, OWL).

* Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi, VPN).

* Experience with single sign-on (SSO) and identity management platforms such as Okta or Azure AD, including MFA.

* Excellent troubleshooting, analytical, and problem-solving skills.

* Outstanding interpersonal and communication skills with a customer-service mindset.

* Ability to lift and transport IT equipment (up to 50 lbs).

Preferred

* Associate's or Bachelor's degree in Information Technology, Computer Science, or related experience.

* Experience with endpoint management tools (KASE, Intune, CrowdStrike).

* Scripting or automation experience (PowerShell, Bash, Python).

* Previous experience supporting users in a corporate environment.

Core Competencies

* Customer Focus - Consistently delivers a positive, professional support experience.

* Attention to Detail - Ensures devices are configured accurately and consistently.

* Adaptability - Thrives in a fast-paced environment with shifting priorities.

* Collaboration - Works effectively across IT teams, departments, and with external vendors.

* Discretion - Handles sensitive executive interactions and data with confidentiality.

* Initiative - Identifies and addresses issues proactively before they impact end users.

Work Environment & Physical Requirements

?This role is primarily on-site and may require occasional evening or weekend availability to support after-hours deployments, executive events, or urgent issues. Some local travel between office locations may be required.

Benefits

* Health, Dental, Vision packages

* Short-Term and Long-Term Disability Insurance

* Life Insurance

* 401k with company match

* Paid Time Off and Paid Holidays

* Tuition and Certification Reimbursement