Technical Engineer

*Job Title: Technical Engineer* _*Job Brief*_ _The Technical Engineer is responsible for the more complex technical support needs of our customers, not resolved by Tier 1 and Tier 2 Service Desk teams. This individual will have in-depth knowledge of the customer with the desired goal of training/mentoring the team and reducing the number of escalations to improve Service Delivery. This relates to all technology, including workstations, servers, printers, networks, and vendor specific hardware and software._ *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. · 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. · 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 · Implement and Support client environments to include firewalls, switches, Microsoft Azure, M365 SharePoint, and other types as required. · Primary contact for T1/T2 service technicians/engineers – mentoring, escalation and direction (ability to provide “how to do tasks”) · 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, AWS Cloud Platforms, and the M365 Ecosystem. · 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 Job Type: Full-time Pay: $65,000.00 - $90,000.00 per year Benefits: * 401(k) * Dental insurance * Health insurance * Paid time off * Vision insurance Work Location: Hybrid remote in Columbia, MD 21045