Service Desk ENGINEER - TIER 2 

Enhance Your Technical & Customer Service Skills with a Diverse Client Base!

Job Description:

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
  • Desktop/laptop deployments
  • 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

Physical Requirements:

  • 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

Benefits:

  • Competitive salary based on experience and qualifications.
  • Excellent benefits.
  • Full on the job training & support.
  • Fun working environment and culture.
  • Great opportunity for advancement.