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

This position will function as the Systems Engineer responsible for systems implementation and administration for our clients as they migrate to the cloud. This role, as a member of the team, will collaborate with other team members as well as an escalation resource for significant technical issues. Additionally, this person will ensure client satisfaction on every project. This position will also respond to and investigate concerns and issues of all technical levels via phone, remote access, and in person. The ideal candidate has been the go-to person in other technical environments.  Previous experience in professional services and cloud solutions will provide for a strong foundation for success in this role.

Duties

• Work on client projects of IaaS and PaaS.
• Provide operational support of existing cloud services clients by ensuring systems and services are performing within SLA.
• Provide technical assistance to clients for migration into cloud services.

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.

Required Skills/Attributes:

• Technical Bachelor’s Degree
• 5-8 years of experience as systems engineer
• 5+ years of experience in information system design, installation, configuration, troubleshooting, maintenance and documentation; installation, operation, and maintenance
• Experience with professional services or managed IT service provider
• 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
• Must be motivated, detail orientated, 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
• Ability to deal effectively with clients, vendors, and peers
• Desire to provide the highest levels of service to clients

Required Technical Skills:

• Knowledge of Microsoft server operating systems
• VMware Suite of products (including vCloud Director)
• Microsoft Azure experience (Microsoft Certified: Azure Solutions Architect Expert preferred)
• Remote Desktop Services deployments
• Disaster Recovery experience (Zerto experienced preferred)
• Data protection experience (Veeam or Commvault experienced preferred)
• Hyper-V, SQL, Exchange, and Linux preferred
• Knowledge in networking (network certification preferred)
• Knowledge in storage architectures preferred
  
  

Not required but highly desirable:

• Experience with programming languages

Other:

• Work Schedule: Standard business hours.
• Travel Requirements: Regular day travel is a requirement of this position.
• Work Schedule: Must participate in 7x24 after hours support rotation approximately once a quarter; 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.

About Us

DSM redefines for our clients the business outcomes they consider possible from their IT infrastructure. Our clients are confident and inspired as a result of the Cloud journey that we take together.  Their business growth is enabled by DSM’s amazingly flexible, secure and reliable cloud solutions.  In order to accommodate our clients, DSM 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 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 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

• High School diploma required; technical bachelor's degree or higher strongly preferred.
• 10+ experience delivering highly reliable secure network systems in high volume, high availability Data Center Managed Services environments with target of 99.9% uptime or higher.
• Strong knowledge of current IT compliance concepts, issues, practices, methodologies, and trends.
• Good problem solving and decision-making skills. Ability to understand and analyze complex issues.
• 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.
• Desire to provide the highest levels of service to clients.
• Must be able to able to create security policy and measure corporate compliance to policy.

Required Technical Skills

• 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.
•  

Not required, but highly desirable:

• 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: Regular day travel 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.

DSM offers a highly competitive compensation package and the professional advantage of an environment that recognizes your contributions and supports continued personal development.  DSM is an Equal Opportunity Employer.

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 core purpose of the TAC Engineer Level 2 role is to be a primary initial contact for all client and peer Incidents and Requests, and escalation path providing second level support to TAC Level 1 Engineers.  This involves troubleshooting, mentoring and documentation.  TAC Level 2 supports all types of customer and internal systems, primarily to users of servers, desktops, laptops, smartphones 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 an immediate point of contact for support of all customer incidents and service requests.
• Have intermediate to high knowledge of current technologies and methodologies.
• Fully understand the process for management, escalation resolution.
• 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 peers & 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; occasional escorting of customers and vendors due to security protocols.
• Provide mentoring for level 1 support.
• Provide guidance and knowledge transfer on issues that Level 1 support needs assistance in resolving.
• Research and implement fixes for Incidents of all types.
• Can deep dive into issues have elevated level troubleshooting skills and require minor supervision.

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. 
• Provide mentoring and support for level 1 engineers and share knowledge. 
• Set a good example of professionalism for other staff.

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.

Required Skills/Attributes:

• 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 advanced level technical concepts.

Not required but highly desirable:

• Bachelor’s Degree in Computer Science or related field
• 5+ years’ experience in computer networks and systems maintenance
• 3+ years’ experience on current server and client operating systems
• MCP, MCSA or MCSE Certification or equivalent
• VMWare VCA or VCP Certification or equivalent
• CCNA Certification or equivalent

Other:

• Travel Requirements: Regular day travel is a requirement of this position.
• Work Schedule: Must participate in 7x24 after hours support rotation approximately once a quarter; 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.