L3 Technical Support Engineer
4 months ago
The Level 3 Engineer is responsible for using their technical skills to solve our most challenging problems for our clients. This individual will be looked to as a senior technical resource and will bring demonstrated leadership skills with them so that they can hit the ground running.
Primary Responsibilities
- Provide comprehensive on-site and remote desktop support to address client issues promptly and effectively, ensuring minimal disruption to their operations.
- Collaborate with clients to understand their business objectives and assist in project implementation to achieve those goals.
- Work closely with Project Managers to define project scopes, create plans, and execute technical projects efficiently and within deadlines.
- Act as a Level 2 escalation point for help desk issues, resolving complex technical challenges and providing guidance to junior team members.
- Play a key role in the onboarding process for new clients, ensuring smooth transitions and efficient setup of IT systems.
- Maintain open and clear communication channels with internal team members to facilitate effective collaboration and knowledge sharing.
- Support on-site installations remotely as needed, deploying equipment and systems with precision and attention to detail.
- Provide technical support across various channels including phone, email, chat, and in-person interactions, delivering exceptional customer service.
- Participate in a round-robin on-call rotation system to address urgent client needs outside of regular business hours.
- Act as a mentor and knowledge resource for junior colleagues, offering guidance and support to help them grow in their roles.
Technical Expertise:
- Utilize your extensive experience to set up servers from scratch, demonstrating proficiency with VDI, VMware, Azure, AWS, ESX, and Hyper-V technologies.
- Showcase advanced proficiency in networking technologies such as DHCP, DNS, VPN, switching, firewall, and routing, with a preference for experience with SonicWall devices.
- Apply your expertise in the MSP industry to contribute to the seamless operation and management of client environments, ensuring optimal performance and reliability.
- Lead cloud migrations, server consolidations, and participate in strategic infrastructure planning initiatives to drive efficiency and scalability.
- Take ownership of Office365 setup and configuration for clients, ensuring seamless integration and functionality to support their business needs effectively.
Qualifications & Soft Skills:
- 7-10 years of proven experience in the IT/MSP industry, with a strong track record of successful project implementations and desktop support.
- Excellent verbal and written communication and interpersonal skills, with a customer-centric approach to problem-solving.
- Ability to thrive in a fast-paced environment, managing multiple priorities and deadlines effectively.
- Strong leadership and mentoring abilities, with a passion for helping others succeed.
- A flexible approach to working with new and changing technologies.
- A calm and focused approach to high-pressure situations.
- Industry certifications such as CCNA, MCSE, or AWS Certified Solutions Architect preferred.
Company + Salary:
Compensation range of $90k and up DOE
Here at DCG Technical Solutions we are working to help our client's businesses reach their highest potential. We have a seasoned staff and management team creating a great customer experience consistently. DCG Technical Solutions has been in business since 1993 and placed #8 Among MSP Mentor's Top 100 Small Business MSPs in their recent Small Business Edition rankings.
The Channel Company and CRN, placed DCG Technical Solutions on CRN's Managed Service Provider 500 list. The MSP500 is CRN's annual list recognizing the top managed service providers in North America. We are flattered to be recognized by the industry and our community as the go to source for Elite Business IT Services and Solutions year after year for over 20 years.
DCG Technical Solutions is committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.
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