JOB DESCRIPTION:

The Support Center Engineer is responsible for technical support delivered to managed services customers. This individual will have an in-depth knowledge of the customer with the desired goal of training/mentoring the team and reducing the number of escalations and engineers touching each ticket to improve Service Delivery.

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
• Capable of certifying as a Microsoft Professional as it relates to our Core Competencies with the Microsoft Partner Network
• 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

ROLE RESPONSIBILITIES:

• Responsible for the mentoring, escalation tickets, and direction (ability to provide ‘how to do tasks’ to all service desk personnel).
• Actively monitor service desk volume and communicate with Management if additional resources are needed to be logged in.
• Collaborate with Service Coordinators for support requests and escalations.
• Communicate to Managers, CSA & AM, and Leadership team of critical events and needs of escalation.
• Initiate collaboration interdepartmentally for incidents and escalations as required.
• Work to fill gaps in ITG Documentation to ensure our Service Team is working off accurate data.
• Work, in conjunction with Management, to ensure seamless on-boarding and mentorship of new technicians on the Service Teams.
• Identify areas that require review, additional documentation, or process improvements.
• Actively assist and lead deployment and provisioning efforts as required.
• Take Service Desk Calls and Tickets as assigned and/or operations requires.
• Work with management team to evaluate trends and ensure monthly training is happening on relevant technologies on service desk floor.
• Identify areas for team members that can assist with their growth, enhancement, and overall success; report quarterly to management team.
• Ability to work with interdepartmentally where appropriate to improve processes and improve overall success of DPS Service Delivery.
• Provide escalation on “off” business hours
• Understand, review and know KPI goals; assist in engagement and execution.
• Duties that may be required that are not clearly defined for overall success of DP Solutions, our clients, and our work environment.

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, Nerdio, Azure, and VMware.
• System documentation to include system reviews, audits and customer alignment.
• Maintain specific knowledge of the customer and how IT relates to their business strategy and goals
• 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
• Improve customer service, perception, and satisfaction
• Train and coach others on team as it pertains to best practice, DPS tools and methodology
• Support the five core principals of DP Solutions: Surprise & Delight; Teamwork; Own It; People Matter; Long Term View
• Perform related duties as assigned by supervisor
• Maintain compliance with all company policies and procedures