Service Desk Engineer - Columbia, United States - DP Solutions
Description
Job DescriptionJob Description
Job Brief
The Service Desk Engineer is responsible for providing remote support assistance and remediation to our customers. This relates to all technology, including workstations, servers, printers, networks, and vendor specific hardware and software.
Essential Duties and Responsibilities
Permanent, Full-Time, 1st shift hours 8:30 p.m. to 5 p.m, Monday – Friday
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.
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
Answer incoming calls with courtesy and empathy. Ability to provide first call resolution. Gather information and document in ConnectWise
System documentation to insure accuracy, provide maintenance and review in ConnectWise, and IT Glue
Communication with customers is required:
keeping them informed of ticket progress, notifying them of impending changes via telephone, email and ConnectWise
Desktop/laptop deployments
Consistently strive to improve customer service, perception, and overall satisfaction
Perform related duties as assigned by supervisor
Maintain compliance with all company policies and procedures
Knowledge, Skills and/or Abilities Required
Preferred, but not 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 troubleshooting experience, ideally as a Help Desk Service Engineer or System Administrator supporting LAN/WAN
Experience in supporting:
Windows servers, Exchange, O365, Active Directory, Microsoft Suite, Azure
Remote access solution implementation and support: VPN, Remote Desktop Services, and Citrix
Firewall experience – Fortigate, SonicWall, Juniper/JunOS experience – nice to have
Experience with Virtual Microsoft Windows environments
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 desired, or similar product
Duties that may be required that are not clearly defined for overall success of DP Solutions; our clients and our work environment
Benefits
Competitive health, dental and vision insurance plans
Company includes life insurance and short-term / long-term disability insurance for all staff
Company-matched 401K plan
Company Description From 1971 up to today, we've been providing our clients with smart IT solutions and diligent customer service to help them achieve business success.
Through our adherence to best practices, we're committed to the long-term development of every customer we serve, no matter their size.
Today with over 1,000 satisfied clients locally and nationwide, DP Solutions is the premier IT technology solutions provider in the mid-Atlantic, serving as the IT company of choice throughout Maryland, Pennsylvania, Virginia and beyond.
Company Description
From 1971 up to today, we've been providing our clients with smart IT solutions and diligent customer service to help them achieve business success.
Through our adherence to best practices, we're committed to the long-term development of every customer we serve, no matter their size.
Today with over 1,000 satisfied clients locally and nationwide, DP Solutions is the premier IT technology solutions provider in the mid-Atlantic, serving as the IT company of choice throughout Maryland, Pennsylvania, Virginia and beyond.
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