Enhance Your Technical & Customer Service Skills with a Diverse Client Base!
The Service Desk Engineer – Tier 2 is responsible for onsite service and support needs for our customers. This relates to all technology, including workstations, servers, printers, networks, and vendor specific hardware and software.
Essential Duties & Responsibilities:
IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
Implement and support disaster recovery solutions
Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Remote access solution implementation and support: VPN, Terminal Services, and Citrix
System documentation maintenance and review in ConnectWise
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Improve customer service, perception, and satisfaction
Perform related duties as assigned by supervisor
Maintain compliance with all company policies and procedures
Knowledge, Skills and/or Abilities Required:
Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP
5 Years of technical experience
Experience with Exchange and Active Directory
Juniper/JunOS experience – Preferred
Experience with Virtual Microsoft Windows environment; P2V migrations
Interpersonal skills: such as telephony skills, communication skills, team work active listening and customer-care
Ability to diagnose technical issues
Ability to multi-task and adapt to changes quickly
Self-motivated with the ability to work in a fast moving environment
Ability to support the five core principals of DP Solutions: Surprise & Delight; Teamwork; Own It; Our People Matter; Long Term View
Understanding of processes within ConnectWise
Duties that may be required that are not clearly defined for overall success of DP Solutions; our clients and our work environment
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
Competitive salary based on experience and qualifications.