Job Brief:

The Support Engineer is responsible for providing technical support for our customers and empowering our user base to be productive with technology. This technology includes workstations, servers, printers, networks, and vendor specific hardware and software. This role may be required to do deployment to customer locations for remediation, hardware, and software deployment at times.

Essential Duties & Responsibilities:

• Troubleshoot technical issues inclusive of but not limited to Microsoft’s core business applications and operating systems.
• Handle technical escalations for more junior engineers and more advanced inquiries.
• Provide comprehensive troubleshooting and backend support for our user base.
• Responsible for adhering to the Service Engineer Day in the Life process daily; inclusive of answering calls and escalating tickets as required.
• Resolve complex workstation problems and offer general sever support.
• Responsible for initial triage of network degradation or outages, compromised accounts, and more.
• Support services for Microsoft related technologies; Windows Server, Exchange, SQL, SharePoint, etc.
• Responsible for user provisioning and workstation deployment as needed.
• System documentation maintenance and review in ConnectWise and IT Glue.
• Creation of knowledge resources to aid lower tiers in handling customer requests efficiently.
• Improve customer service, perception and satisfaction.
• Support and be an example of DPS’s Core Values – Our People Matter; Surprise & Delight; Own It; Long Term View; Teamwork.
• Supports DPS 101 Guide.
• Maintain compliance with all company policies and procedures.
• Perform related duties as assigned by supervisor.

Knowledge, Skills and/or Abilities Required:

• Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.
• Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality.
• Oral Communication – Listens and gets clarification; Responds well to questions.
• Written Communication – Writes clearly and informatively; Edits works for spelling and grammar; Varies writing style to meet needs; Able to read and interpret written information.
• Teamwork – Balances team and individual responsibilities; Contributes to building a positive team spirit.
• Professionalism – Accepts responsibility for own actions; Follows through on commitments.
• Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality.
• Attendance/Punctuality – Is consistently at work and on time.
• Dependability – Follows instructions, responds to management direction.
• Initiative – Takes independent actions; Asks for and offers help when needed.
• Service awareness of all the organization’s key IT services for which support is being provided.
• Understanding of DPS support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of data.
• Understanding of processes within the DP Solutions solution stack (ConnectWise, RMM, Auvik, IT Glue, etc).
• Proficient with Microsoft Office Suite, especially Visio and Word, to create documentation.

Education and/or Experience

• Associates or technical degree with two (2) years related experience; or four (4) years related experience and/or training; or equivalent combination of education and experience.  
• Has at least one (1) year related experience in customer service or customer facing role.
• Experience with Exchange, Microsoft 365 and Active Directory.
• Experience with Cloud environments; MS Azure; AWS & Google is a plus.
• Ability to diagnose technical issues.

Certificates, Licenses, Registrations

MOS, Net+, MS900, AZ 900, MD/MS102, or related certifications.

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 talk, listen and speak clearly on telephone
• The employee is frequently required to sit for long periods of time, must be able to lift and carry up to 50 lbs.

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.