TAC Engineer - Level 1

•

• About DSM If you abide by the motto "work hard - play hard," then you will fit right in with our amazing group of IT professionals whose expertise exceed the needs of our clients every day. they are our single greatest asset, and as such, DSM strives to attract and retain the best talent in the industry. With over 30 years of experience in the technology industry, we help clients with innovative IT solutions for data protection, data recovery, managed services, and more through an unparalleled data center network.

Job Summary

The core purpose of the TAC Engineer Level 1 role is to be a primary initial contact for all client and peer Incidents and Requests. TAC Level 1 supports all types of customer and internal systems, primarily to users of servers, desktops, laptops, smartphone and tablet devices. This involves the maintenance of hardware and software. The person in this position will always act to support the Company’s Vision, Mission and Values.

Role

• Be the immediate point of contact for support of all customer incidents and service requests.
• Have a good all around, base level knowledge of current technologies.
• Know and understand the management, resolution and escalation processes for all system generated tickets.
• Work service tickets to completion and ensure detail is complete.
• Be accountable to all peers, determined to succeed, self-motivated, organized and dependable.
• Multitask and adapt to changes quickly.
• Be motivated and have a positive attitude with the desire to provide the highest level of service to clients.
• Handle various tasks and responsibilities efficiently and with a high level of quality.
• Work on own initiative or part of a larger team.
• Understand and utilize support tools.
• Communicate clearly & efficiently with clients, vendors and peers.
• Be proactive and alert to the datacenter environment.
• Handoff overnight work with appropriate procedures.
• Welcome customers and vendors; occasionally escort customers and vendors due to security protocols.

Responsibilities

• Provide exceptional customer service to internal and external customers.
• Ensure customer satisfaction always.
• Ensure all current SLAs are adhered to.
• Ensure documentation is accurate and kept up to date.
• Escalate a ticket when appropriate using the correct process.
• Keep technical knowledge up to date.
• Ensure the ongoing usability of systems hardware and software.
• Assist with daily operations and systems support.
• Verify functionality of hardware and software components.
• Troubleshoot hardware and software issues in person, remotely and via phone.
• Assist peers and interact with group discussions to resolve issues.
• Follow the time entry policy.
• Monitor the datacenter – providing hands and eyes check on regular basis.
• Follow ITIL standards for all IT processes.
• Keep a clean office/workspace.

Qualifications

To be successful at this job, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Educational and experience requirements are included.

The following skills/attributes are required:

• Ability to meet deadlines and manage stress effectively in high-pressure situations.
• Ability to manage time and priorities.
• Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience.
• Strong sense of discretion and confidentiality needed.
• Experience supporting computer network and operating systems.
• Exhibited ability to grasp higher level technical concepts.

The following skills/attributes are preferred:

• Bachelor’s Degree in Computer Science or related field
• 2+ years’ experience in computer networks and systems maintenance
• 1+ years’ experience on current server and client operating systems
• CompTIA A+ or Network + Certification
• MCP or MCSA Certification
• VMWare VCA Certification

Other:

• Travel Requirements: Day travel as needed is a requirement of this position.
• Work Schedule: Must participate in 7x24 rotation; scheduled work after hours and on weekends.
• Applicant selected will be subject to a criminal and credit background investigation.