IT Field Engineer - Seattle

Position Summary

This position is responsible for providing superior customer service and quality technical support for internal employees as well as external collaborative business partners. The ITFE will work as a part of a team to support employees located in the Seattle area, local subsidiaries, and construction jobsites.

Responsibilities

• Interacts in person, via telephone, email, IM, and web interface to assist users.
• Analyzes, prioritizes, troubleshoots, and resolves technical issues, including employee laptops and mobile devices in a timely fashion in accordance with SLAs and OLAs.
• Support includes but is not limited to diagnosing & troubleshooting laptops, mobile devices, SaaS platforms, and network devices.
• Installs and maintains software/hardware/networks at jobsites and offices.
• Responsible for scheduling and organizing visits to jobsites and offices.
• Responsible for creating, tracking, and resolving incidents and tasks in SolarWinds/Samanage.
• Records, tracks, and audits equipment using the established asset management system (Samanage) and processes, including asset recovery at jobsites.
• Responsible for maintaining company security through established tools.
• Involved in company-wide IT projects providing input and deliverables in all phases.
• Follows ITIL processes for incident and problem management.
• Documents best practices and known fixes in Samanage knowledge base.
• Provides IT training during onboarding and provisions assets following established best practices.
• Provides relevant input for technical and process improvements to contribute and the overall effectiveness of the DPR IT organization.
• Takes initiative to work with other cross functional IT team members to improve the quality of service.
• Liaisons with business project estimators and project managers to plan for jobsite IT needs during preconstruction phase and throughout the project lifecycle.
• Determines, recommends, procures, and executes which products or services best fit the needs of the project teams, while maintaining DPR IT standards and best practices
• Implements and follows jobsite standardization practices.
• Works with service providers and trade partners to install and implement jobsite technologies.
• Responsible for mobilization and demobilization of IT equipment at jobsites.
• Ensures quality customer service by maintaining ownership of escalated issues until resolved, including communication and root cause analysis.
• Creates a positive support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Flexibility to occasionally travel and work after hours or weekends, if needed.
• Coordinates and tracks IT project deadlines and tasks.
  
  

Skills

Position Requirements

• Technically skilled in networking Cisco/Meraki (MX, Router, Switch, VPN), Networking Protocols (TCP/IP, DHCP)
• Able to support video conferencing and scheduling hardware/software
• Experience supporting a primarily based Windows environment, experience with Apple MACs a plus.
• Able to support Mobile devices (iOS/Android)
• Skilled in Microsoft Office 365 and supporting diverse applications.
• Ability to learn on the fly.
• Ability to react quickly and efficiently to high pressure situations
• Excellent organizational and interpersonal skills
• Perform quality work within deadlines with or without direct supervision
• Interact professionally with other employees, customers, and suppliers
• Work effectively as a team contributor on all assignments
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations
• Experience with any of the following items a plus: Meraki, Microsoft Teams, Poly VC/VOIP, Microsoft Intune, Autopilot, Basic Server administration
  
  

Education

• AA degree in Computer Science or related field preferred, or equivalent related work experience
• CompTIA A and Network preferred
• CCNA or ECMS (Meraki) certifications a plus
  
  

Experience

• 5 years experience in Technical Support role
• 2 years experience in a Field Support role
• AEC industry experience a plus
  
  

Work Conditions

• Primarily based in the Seattle office with some travel to local sites and offices in the Seattle area.
• Candidate must be able to lift 50 lbs and handle occasional strenuous physical activity.
• There may be occasional travel domestically.
• This position is salaried.
• DPR will provide a company work-use vehicle for this position.
  
  

Anticipated starting pay range: between $70,530 and $120,908

Nothing is more important than your health and wellness. The DPR family of companies offers comprehensive benefits programs for skilled craft and labor and experienced professionals and recent graduates.