Technical Support Engineer

The Technical Support Engineer is responsible for providing technical support for various network and systems that DMSi maintains. This role involves troubleshooting and resolving technical problems, documenting issues and events, and implementing upgrades and patches. The engineer will also use scripting to automate processes, maintain disaster recovery and security plans, and evaluate new tools or equipment to optimize network performance.

RESPONSIBILITIES AND DUTIES:

1. Provide technical support for items such as performance, availability, stability and functional issues.
2. Respond to user inquiries and provide step-by-step technical assistance for resolving problems.
3. Provide timely and professional support.
4. Deliver best practices for troubleshooting and resolving repeat issues.
5. Participate in applying upgrades, patches, and new applications.
6. Maintain detailed records of issues, troubleshooting steps, and resolutions.
7. Determine the severity of issues and escalate to higher-tier support if needed.

KNOWLEDGE, SKILLS AND ABILITIES:
Customer-focused approach to problem identification and resolution.
Strong written and verbal communication skills.
Ability to positively interact with all levels of the company, internally and externally.
Good analytical, logical, research and problem-solving skills.
Ability to maintain a high degree of professionalism and confidentiality.
Cloud/SaaS - Overall design and administration.
Operating Systems – Linux/UNIX Administration, Microsoft Windows.
Linux/Unix scripting – Unix shell scripting and Python or Microsoft PowerShell.
Desire to work in a collaborative, team environment.

EDUCATION AND EXPERIENCE:
Bachelor's degree in a related field.
2-4 years of related experience.

WORK EXPERIENCE AND PHYSICAL DEMANDS:
Normal office environment with use of computers and telephone systems; no unusual physical demands.
Travel to customer locations including overnight, business air travel, and car rental.