IT Field Engineer – Aiken, SC

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 Aiken area, local subsidiaries, and construction jobsites.

Responsibilities

• Interacts in person, via telephone, email, IM, and web interface to assist users.
• Analyze, prioritize, troubleshoot, and resolve technical issues, including employee laptops and mobility devices in a timely fashion in accordance with SLAs and OLAs.
• Support includes the diagnosing and troubleshooting of the company’s technology, including, but not limited to workstations, mobile devices, few on-prem application servers, cloud applications, local and network devices.
• Installs and maintains software/equipment/networks at jobsites and offices.
• Responsible for scheduling and organizing visits to jobsites and offices in area of responsibility.
• Responsible for creation, tracking, and resolving incidents and tasks in 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.
• Provide relevant input for technical and process improvements to contribute and the overall effectiveness of the DPR IT organization.
• Initiative to work with other cross functional IT team members to improve the quality of service.
• Remains current on technology, especially mobility solutions for business needs.
• Works with jobsite teams to design and implement infrastructure according to company standards.
• Liaison with business project estimators and project managers to plan for jobsite IT needs during preconstruction phase and throughout the project lifecycle.
• Determine, recommend, procure, and execute which products or services best fit the requesters needs, within DPR standards.
• Implement and follow jobsite standardization practices.
• Work 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 jobsite escalated issues until resolved, including communication and root cause analysis.
• Create a positive support experience and build 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.
• Troubleshoot various technical issues as level 1, level 2, or level 3 support.
• Coordinate and track IT project deadlines and tasks.

Position Requirements

Skills

• Technically skilled in networking Cisco/Meraki (MX, Router, Switch, VPN), Networking Protocols (TCP/IP, DHCP, FTP/SFTP, HTTPS)
• Able to support video conferencing and scheduling hardware/software
• Experience supporting Dell/Lenovo/Microsoft workstations and peripherals
• Able to support Mobile devices (iOS/Android)
• Skilled in Microsoft Office 365 and supporting diverse applications
• Ability to react quickly and efficiently to high pressure situations
• Expert in troubleshooting and root cause analysis
• Excellent organizational and interpersonal skills.
• Team player, accepts & seeks feedback
• 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 Meraki a plus
• Experience with Microsoft Teams a plus
• Experience with Poly VC / VOIP a plus
• Experience with Microsoft Intune a plus
• Experience with Autopilot a plus.

Education

• AA degree in Computer Science or related field preferred, or equivalent related work experience
• ITIL Foundation certification preferred
• CompTIA A+ and Network+ preferred
• CCNA or MCSA certifications a plus
• ECMS (Meraki) 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 Aiken area at local sites.
• There may be occasional travel domestically.
• This position is hourly. Overtime by approval only.
• Ability to lift 50 lbs.

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.

DPR has been nationally recognized for its strong company culture, based on a well-defined purpose “We Exist to Build Great Things,” and four core values: integrity, enjoyment, uniqueness and ever forward. A flat, title-less organization that empowers people at all levels to make decisions, DPR ranked on FORTUNE’s “100 Best Companies to Work For” list for five consecutive years. For more information, visit http://www.dpr.com.