IT Solutions Engineer

2 weeks ago

Columbia, South Carolina, United States DP Solutions Full time
Job Overview

Position Title: IT Solutions Engineer

Department: Technical Services

Reports to: Director of Technical Engineering

Position Summary

The IT Solutions Engineer plays a crucial role in delivering technical services to managed services clients. This role requires a comprehensive understanding of the client’s needs, aiming to minimize support requests while maximizing customer satisfaction. Achieving low ticket volumes per endpoint is a key objective, facilitated through the implementation of corporate best practices.

Key Responsibilities:

  • Maintain communication with clients, providing updates on incident resolutions, notifying them of upcoming changes, or scheduled outages.
  • Provide support for technical issues related to core Microsoft applications and virtual environments utilizing Citrix, Microsoft, and VMware technologies.
  • Document systems through reviews, audits, and alignment with customer needs.
  • Oversee the remote monitoring and management system: update scripts, respond to alerts, monitor dashboards, and conduct periodic reviews.
  • Develop a thorough understanding of how IT aligns with the client's business strategies and objectives.
  • Contribute to the creation and maintenance of corporate best practices.
  • Ensure accurate documentation of time and work details.
  • Document internal processes and procedures relevant to job responsibilities.
  • Escalate service or project issues that cannot be resolved within agreed service levels.
  • Design and implement network solutions, including WAN and LAN connectivity, routers, firewalls, and security measures.
  • Stay informed on current and emerging technologies through IT publications and online resources.
  • Enhance customer service, perception, and satisfaction.
  • Act as the primary contact for T1/T2 service technicians/engineers, providing mentorship and guidance.
  • Collaborate with all service delivery areas to establish standards for all clients.
  • Train and coach team members on best practices, tools, and methodologies.
  • Provide after-hours support as needed, including weekend coverage.
  • Perform additional duties as assigned to ensure the success of DP Solutions and its clients.
  • Support the core principles of DP Solutions: Surprise & Delight; Teamwork; Own It; Our People Matter; Long Term View; Integrity.
  • Maintain compliance with all company policies and procedures.

Required Knowledge, Skills, and Abilities:

  • Proficient in diagnosing and troubleshooting technical issues effectively.
  • In-depth knowledge of hardware and software, particularly Microsoft server and desktop operating systems.
  • Experience supporting virtualization services such as VMware and Microsoft Hyper-V.
  • Familiarity with Azure and AWS Cloud Platforms.
  • Self-motivated with the ability to manage multiple tasks and adapt to change.
  • Strong teamwork and communication skills.
  • Awareness of key IT services provided by the organization.
  • Understanding of support tools and techniques used in IT service delivery.
  • Typing skills for accurate entry of service request details.
  • Familiarity with processes within ConnectWise.
  • Ability to utilize Microsoft Office Suite, especially Visio and Word, for clear documentation.

Physical Requirements:

  • Ability to perform essential job functions in compliance with ADA, FMLA, and other relevant standards.
  • Regular, punctual attendance is required.
  • Must be able to lift and carry up to 50 lbs.
  • Effective verbal communication skills are necessary.

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