Technical Engineer

• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages
• Support relating to issues relating to technical issues involving Microsoft’s core business applications, as well as virtual environment built on Citrix, Microsoft, and VMware
• System documentation to include system reviews, audits and customer alignment
• Maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review
• Maintain specific knowledge of the customer and how IT relates to their business strategy and goals
• Participate in creating and maintaining DPS corporate best practices
• Administrative documentation to include accurate time and work detail recording
• Document internal processes and procedures related to duties and responsibilities
• Escalate service or project issues that cannot be completed within agreed service levels
• Design and implementation at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
• Improve customer service, perception, and satisfaction
• Primary contact for T1/T2 service technicians/engineers – mentoring, escalation and direction (ability to provide “how to do tasks”)
• Works with all service delivery areas to develop standards for all customers
• Train and coach others on Team as it pertains to best practice, DPS tools and methodology
• Provide escalation on off business hours, or may be requested to assist with weekend coverage
• Duties that may be required that are not clearly defined for overall success of DP Solutions, our clients and our work environment
• Support the six core principals of DP Solutions: Surprise & Delight
• Teamwork
• Own It
• Our People Matter
• Long Term View
• Integrity
• Perform related duties as assigned by supervisor
• Maintain compliance with all company policies and procedures

• Skills to diagnose and effectively troubleshoot technical issues
• Proficiency with information technology regarding both hardware and software, and in depth knowledge of Microsoft server and desktop operating systems
• Ability to support virtualization services of VMware and Microsoft Hyper-V
• Ability to support the Azure and AWS Cloud Platforms
• Self-motivated with the ability to multi-task and adapt quickly to change
• Ability to work in a team and communicate effectively
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Understanding of processes within ConnectWise
• Ability to utilize the Microsoft Office Suite, especially Visio and Word, to create clear and concise documentation
• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
• Must be able to lift and carry up to 50 lbs
• Must be able to talk, listen and speak clearly on telephone

Knowledge of IT applications, processes, software and equipment is a plus

• Competitive salary based on experience and qualifications
• Excellent benefits
• Fun working environment and culture