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Job Description
Job Title: Technical Engineer
Department: Technical Services Reports to: Director of Technical Engineering
Job Brief
The Technical Engineer is responsible for the technical services delivered to managed services customers. This individual will have an in-depth knowledge of the customer with the desired goal of reducing the amount of support required for the client. Customer satisfaction and low tickets per endpoint are primary objectives of the Technical Engineer accomplished through the deployment and adherence to corporate best practices.
Essential Duties and Responsibilities:
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
Knowledge, Skills and/or Abilities Required:
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.
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
