IT Support Engineer (Tier 3)

A company’s reputation begins with the front-line employees, who interact with our customers.  The customer experience from this interaction determines whether we gain a new customer, keep an existing customer, or lose to our competition.  Dymin’s Tier 3 Support Engineers ensure our front-line delivery remains strong by serving as the ultimate point of technical escalation on the Dymin Help Desk. Tier 3 Support Engineers possess a mastery of technical knowledge such as networking, Microsoft 365, advanced troubleshooting, etc. As such, Dymin’s Tier 3 Support Engineers are important mentors to their Tier 2 and Tier 1 Support Specialist team members. 

ESSENTIAL RESPONSIBILITIES

• Manage overall customer experience.  Be the face of the company to our customers and manage communications. 
• Manage incoming tickets through multiple communication channels, including email and phone calls.  Potentially chat and social media interaction in the future.
• Manage escalations.  As a part of the Service Desk, we are the customer advocate.  Manage the situation and drive to resolution, by partnering with other internal and external departments to take care of the customer needs. 
• Continuous Improvement.  Proactively identify and implement structured and sustainable process improvements both within the department and cross-functionally.  Have an internal drive and relentless desire to strive for best-in-class performance, rather than settling for mediocrity or good enough. 

MINIMUM QUALIFICATIONS (EDUCATION, KNOWLEDGE, SKILLS & ABILITIES)

• Education Requirements  
  • Associate degree or equivalent experience 
• Experience Requirements
  • 5 years of experience in Service Desk (or similar customer-facing role) 
  • 5 years of experience using Halo (or similar PSA) system 
  • Experience working in customer facing environment 
• Technical Requirements
  • Very strong verbal and written communicator in English 
  • Advanced Troubleshooting (Tier 3 or above mandatory) 
  • Able to understand high-level technical complexities associated with various platforms and industries 
• Working Time Requirements 
  • Willingness to work overtime, based on business needs

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   

While performing the duties of this job, you will frequently be required to sit or stand, while talking and listening. You will be occasionally required to: walk; use hands to finger, handle, or operate computers, objects, tools, or controls; and reach with hands and arms. 

ABOUT US

• We are a Managed IT Service Provider (MSP). Instead of a company creating an internal IT department and recruiting technicians for their team, they hire us to do the following:
  • Manage all IT issues and fixes.
  • Manage a help desk that takes incoming support incidents.
  • Manage projects that depend on IT knowledge.
  • Develop the IT infrastructure for the company.
• We are locally owned since 2001 and have maintained the excitement of a startup in everything we do because that’s where the brightest people and best ideas thrive.
• The leadership team were all born and raised here in Iowa. We have a deep commitment to Iowa businesses because they support the communities we grew up in and where our friends and families live now.
• We are growing at a crazy fast pace, which also makes for a lot of opportunity for those interested and excited about managing and leading a community.
• We are all about our company culture, so much so that it’s part of our hiring process.
• We believe that work should be about learning new things and helping people. By supporting our clients, their teams are able to reach their potential and great things start to happen.
• We’ve made a lot of mistakes during our journey, and some were more painful than others, but with each instance we hold each other accountable to learn not to repeat them.
• We’re big enough now that we’re pretty excited about growing our people just as much as growing the business. In fact, we set aside dollars each month for employees to do the things they are passionate about.

WHAT WE BRING TO THE TABLE

• Competitive wage and generous PTO.
• Employee focused environment.
• Full health care benefits options including dental, with a wellness and safety focus.
• Long term and short-term disability insurance.
• 401K plan with company match.
• The ability to mix and match your benefits based on what’s important to you.
• Opportunity to learn a variety of software and systems you won’t find elsewhere.
• Culture and engagement,  plus a number of company events and outings.

CAREER GROWTH

For someone looking to progress their career, the IT Support Engineer traditionally leads into roles such as: Network, Project or Systems Engineer. It can also lead into the role you haven’t helped us create yet.

Salary : $75