About Us

DSM redefines for our clients the business outcomes they consider possible from their IT infrastructure. Our clients are confident and inspired because of the Cloud journey that we take together.  Their business growth is enabled by DSM’s amazingly flexible, secure, and reliable cloud solutions.  To accommodate our clients, DSM’s delivers its own cloud infrastructure, fully managed ‘as a service’ solutions, and amazing professional services that helps wrap it all together. DSM is a small, agile team which nicely differentiates us from larger cloud providers. DSM is constantly searching for team members that are interested in enabling clients to be as passionate about their core business as we are about ours.

Position Description

The Managed Services Engineer is principally responsible for proactively maintaining and managing the IT infrastructure of DSM’s Managed IT Services clients. This includes physical and virtualized Windows servers, Microsoft core applications (like SQL), VMWare and the client’s network. Duties includes performing regular technical analysis of client’s infrastructure against standards, defining those standards (best practices) and identifying technical risks. Ensuring the client’s environments documentation is up to date. Capacity planning. Acting as an escalation point for the service desk incidents and requests.

The Managed Services Engineer maintains a strong technical relationship with clients, including working directly with them to align standards with business needs.

The Managed Services Engineer can function as part of an implementation team on larger projects, or individually provides the services on support visits or smaller projects, including onboarding new Managed IT Services clients.

Qualifications

To perform this job successfully, 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.

Required Skills/Attributes:

• High school diploma required; technical bachelor's degree preferred.
• 4+ years of experience in information system design, installation, configuration, troubleshooting, maintenance and documentation; office automation/productivity applications specification, installation, operation, and maintenance.
• Strong knowledge of current IT concepts, issues, practices, methodologies, and trends.
• Good problem solving and decision-making skills. Ability to understand and analyze complex issues and business requirements.
• Must be motivated, detail oriented, highly organized and able to handle a variety of tasks and responsibilities in an efficient manner with a high level of quality.
• Ability to communicate clearly and effectively with clients, vendors, and peers.
• Experience with IT audits and assessments.
• Desire to provide the highest levels of service to clients.

Required Technical Skills:

• Knowledge of Microsoft server and client operating systems (Server OS: 2012, 2016 and 2019; Client OS: Windows 10).
• Experience with router and switch configuration, operation, and maintenance, routing protocols, TCP/IP, and network management.
• Knowledge of virtualization/hypervisor concepts, specifically VMware/vSphere.
• General understanding of storage concepts, including provisioning and monitoring space in SAN environments.
• General understanding of internet protocols including DNS, SMTP, TCP/IP, IPSEC
• Remote monitoring & management technologies, such as ConnectWise Automate.

Not required but highly desirable:

• Experience working in an ITIL based support structure and knowledge of ITIL concepts.
• MCSE, MCSA, MCDBA, or MCITP.
• Experience with Hyper-V, Citrix, Linux.
• Knowledge of Microsoft Active Directory infrastructure and maintenance, including Group Policy structure and deployment.
• Maintenance of all currently supported versions of Microsoft Exchange.
• Experience with Office 365 solutions and software
• VCP, vSphere, ESXi server experience.
• Remote troubleshooting using Remote Desktop and other remote control tools.
• Installation, configuration and maintenance of enterprise backup solutions.
• ConnectWise Manage, Automate, Control, Roar, Auvik, MyITProcess.

Other:

• Applicant must be local to the Central Florida area in order to properly interface with the DSM team and DSM’s clients.
• Travel Requirements: Regular day travel is a requirement of this position.
• Work Schedule: Must participate in 7x24 rotation; scheduled work after hours and on weekends as needed.
• Applicant selected will be subject to a criminal and credit background investigation and must meet eligibility requirements for access to classified information.

Our ideal candidate is someone who can work hard, have fun and delight our customers. A confident, competent team player, this person will inspire trust through an influential and welcoming communication style. Along with being an excellent communicator, this person will be accountable as well as hold others accountable, be adaptable and is capable of making effective decisions under pressure. 

Position Description

The Project Manager manages multiple projects and/or multiple project sub-groups within the larger project. Projects are technical in nature and primarily encompass onboarding customers to our multitenant cloud technologies or implementing tailored cloud and premise solutions for our customer base. This resource plans, organizes, and monitors assigned projects and sub-group efforts. This position reports to the Onboarding Manager.  

Essential Duties/Responsibilities

• Manages the full lifecycle of the project including project scope, goals and deliverables that support the business goals from start to end, along with all supporting documentation templates. 
• Develops, communicates and executes to project management standards and best practices. 
• Owns planning, scheduling, and managing of assigned projects to meet deadlines, quality standards, and budget requirements. 
• Ensures client’s requirements have been captured and are translated into a solid and actionable project plan. 

• Facilitates the day-to-day coordination of the project efforts while adhering to standards and sponsor expectations. 
• Uses problem-solving, critical thinking and independent thinking skills to overcome challenges and resolve issues and problems. 
• Represents the department in cross-functional teams and to external customers. 
• Participates in team meetings to set strategies, update project progress, and resolve outstanding issues. 
• Evaluates workload and available resources to adjust schedules and priorities in collaboration with the Service Delivery Manager as required. 

• Monitors resource schedules to ensure prompt and accurate time entry on project requests. 
• Escalates any significant issues to appropriate management team as needed. 
• Effectively updates the client throughout the project lifecycle 

Qualifications

To perform this job successfully, 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.  

Required Skills/Attributes:

• Bachelor's degree in conjunction with CAPM or higher project management certification preferred.  
• 5+ years of experience in delivering projects related to information technology installation, configuration, and consulting. 
• Strong knowledge of project management concepts, practices, methodologies, and trends. 
• Technical Working Knowledge – current working knowledge sufficient to confidently talk the talk. Cloud, MS O365 stack, VMware, Enterprise SAN, Networking, plus Zerto, Commvault, Veeam. 

• Good problem solving and decision-making skills. Ability to understand and analyze complex issues. 
• Experience measuring and reporting on the performance of each project to defined success measures.  
• Must be motivated, detail orientated, highly organized and able to handle a variety of tasks and responsibilities in an efficient manner with a high level of quality. 
• Ability to communicate clearly and effectively with clients, vendors, and peers. 
• Desire to provide the highest levels of service to clients. 

Not required but highly desirable:

• PMP Certifications 
• Experience in delivering solutions around Cloud (Private and Public), IaaS, DRaaS, DPaaS, Managed IT  
• Experience utilizing the ConnectWise platform to successfully manage resources and deliver projects. 

Other:  

• Travel Requirements: Regular day travel is a requirement of this position. 
• Work Schedule: Standard business hours and scheduled work after hours and on weekends. 
• Applicant selected will be subject to a criminal and credit background investigation and must meet eligibility requirements for access to classified information.