Doyon Security Services Service Desk Field Engineer in Gaithersburg, Maryland
Description The Service Desk Field Engineer reports on-site to customer locations to perform both pre-scheduled and emergency technical visits. While on-site at a customer site, the Service Desk Field Engineer is responsible for reviewing, prioritizing, working on, and updating all tickets for that customer site including additional tasks as requested by the customer Point of Contact.
The Service Desk Field Engineer often acts as a liaison to the customer on behalf of designDATA and is required to present themselves in a professional manner while also having the technical expertise to handle all end-user support issues and basic systems administration issues (with the guidance of more senior engineers). The Service Desk Field Engineer must have reliable transportation to go to different customer sites (sometimes several in a single day). When not dispatched to customer sites, the Service Desk Field Engineer will report to the designDATA office in Washington DC to work on tickets remotely, answer phone calls, and other duties as assigned.
Diagnoses and addresses systems errors; processes change requests and service enhancement requests.
Creates and maintains systems documentation.
Provides end user training on systems and services.
Serves in incident management as a first responder, incident engineer, and/or incident manager.
Serves as an escalation point for more advanced issues.
Provides mentorship and leadership to other team members.
Works with little direct supervision on a day-to-day basis.
Provides engineering support for transition management projects.
Provides customer relationship management.
Serves as a member of internal working groups.
Experience configuring and managing Microsoft Windows Server (2008, 2012, 2016), Windows Desktops (Windows 7, 8.1, 10) with workstation imaging, Microsoft Office (2010, 2013, 2016), Active Directory, DNS, DHCP, DFS, Exchange (2010, 2013, 2016), and Office 365 in an enterprise environment
Experience managing VMware ESX and VMware virtual machines in an enterprise environment
Experience managing Remote Management and Monitoring (RMM) tools, centralized patching, antivirus and antimalware services (Symantec Endpoint Protection preferred), and backup and recovery services (VEEAM preferred) in an enterprise environment
Experience managing network communications infrastructure, including switches, firewalls, routers, and wireless technologies in an enterprise environment
Experience managing enterprise applications (Microsoft SQL, SharePoint, Dynamics, etc.) in an enterprise environment preferred.
Experience working on a variety of organizations’ networks as part of a Managed Services Provider preferred.
Highly proficient communicator in written and verbal format
Sense of urgency in completing assigned tasks
Organized, attention to detail
Desire to learn the environment and staff
Ability to multi-task effectively
Operate independently as well as on a team
Ability to follow through effectively
Flexibility for on-call rotations with other colleagues
Ability to remain professional while under stressful situations
Delivered prompt, accurate and excellent customer service
Learn and follow SOPs – asking questions for clarification
Self-motivator – if you find something to improve from existing standards, work towards improvement
Associate's degree (A. A. / A. S.) in IT or equivalent from two-year college or technical school.
Knowledge of word processing software, spreadsheet software, web browsers, ConnectWise, Kaseya, Virtual Private Networking, and Active Directory.
More than one third-party vendor certification or comparable academic course work
2+ years of relevant experience in a technical help desk environment
Valid driver’s license, insurance and reliable personal vehicle
PREFERENCE STATEMENT: design Data, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.
EOE AAP M/F/V/D
Title: Service Desk Field Engineer
Job Reference: 17-0145
Post Date: 4/19/2017
Point of Hire: Seattle, WA
Type of Position: Regular Full-Time
FLSA Status: Non-Exempt