Job details
Job type full-time
Full job description
About dmi: dmi (digital management, llc.) is a global technology solutions company that specializes in digital strategy, design, transformation and supportUtilizing expertise from six unique dmi groups, in the areas of ai & analytics, commerce, experience, managed services, transformation, and government, dmi delivers intelligent digital transformation solutions that meet organizations where they areBorn digital, dmi has been delivering mission-critical, enterprise grade solutions since 2002 for over a hundred fortune 1000 enterprises and all fifteen u.sFederal departmentsDmi has grown to 2,000+ employees globally and has been continually recognized by top industry analysts as market leader as well as a top place to work by the washington postDminc.com| careers | twitter | linkedin |facebook about the opportunity: dmi (digital management, llc.) is looking for a support engineer
Are product support, issue triage & resolution, and responsive stakeholder communications among your specialties? are you a dogged troubleshooter who doesn’t give up until the problem is identified? is ‘accountability’ your middle name? we’re actively seeking an experienced support engineer to join our team of business & it consultantsIf this sounds like you, we can’t wait to meet.
What’s in it for you?
As a support engineer at dmi, your role is to support existing systems as well as automate application development and deployment processes for our clientsWe always start by uncovering the business problem we are solving, so naturally you’ll participate in the analysis of business + functional requirements to understand our client’s business and technical needsOnce the solution is identified, you’ll lead the implementation of the toolsYou are both business focused and tech savvy, which means you can easily communicate technical and non-technical information clearly, answer questions from customers, and provide efficient technical solutions to problems.
Your responsibilities
Creating, responding to, and managing slas for things like:
Incidents
Service requests (ritms)
Change requests (crs)
Corrective and preventative actions (capa)
Problems
Knowledgebase articles and work instructions
Cmdb/ci (configuration items)
Quality mandated tasks such as validation, verification, audit requests, sop creation, etc.
Any other tasks needed to comply with other processes.
Submitting tickets and working with vendor support teams
Monitoring servers and logs.
Writing root cause analyses whenever there is a server or bot outage.
Investigating processes and efficiencies.
Responding proactively to indications of issues or complaints by customers
Applying industry best practices throughout our processes
Become a subject matter expert to provide guidance to our customers
Occasional run status meetings for our customers and stakeholders
Qualifications:
Qualifications
Experience with deploying applications to any enterprise application servers
Experience with automation anywhere or other bot automation development tools.
Experience with virtual desktops.
Experience with ms sql server; relational dbs
2 or more years successful it services experience in tier 2 or tier 3 product support of one of the following roles: business/systems analysis, technology/development, data/reporting, project management
Possess ability to analyze logs and code to fix tier 2 support issues
Member of a support team responsible for the triage, analysis, and successful resolution of data inconsistencies, ad-hoc reporting requests, and software functionality concerns in a large enterprise software system
Recognizes & escalates support process inefficiencies and contributes to optimizations.
Takes proactive ownership of issues & concerns and sees them through to resolution.
Excellent written and verbal communication skills
Outstanding interpersonal skills, strong work ethic, self-motivated and excellent presentation skills
Ability to effectively work both autonomously as well as on a team
Collaborates with stakeholders on process of writing clear and complete tickets
Participates in the proper escalation, planning, and stakeholder communications around confirmed software defects requiring development resolution
Responsible for ticket tracking and progress reporting within team
Experience with servicenow, jira, or other modern ticketing system
Contributes to client & end customer satisfaction with prompt action and clear communications.
Strong problem-solving skills.
Preferred qualifications
Consulting experience
Customer service experience
Strong troubleshooting skills
Understanding of or experience with automation tools such as automation anywhere.
Working at dmi dmi is a diverse, prosperous and rewarding place to workBeing part of the dmi family means we care about your wellbeingAs such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award winning, fortune 1000 clientsThe following categories make up your dmi wellbeing:
Community – blood drives, volunteering opportunities, holiday parties, summer picnics, tech chef, octoberfest just to name a few ways dmi comes together as a community.
Convenience/concierge - virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel and many other items to provide convenience.
Development – annual performance management, continuing education and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
Financial – generous 401k match for both pre-tax and post-tax (roth) contributions along with financial wellness education, eap, life insurance and disability help provide financial stability for each dmi employee.
Recognition – great achievements do not go unnoticed by dmi through annual awards ceremony, service anniversaries, peer-to-peer acknowledgement through give-a-wow, employee referral bonuses.
Wellness – healthcare benefits, wellness programs, flu shots, biometric screenings, on-site lactation rooms provide employees with several wellness options.
Employees are valued for their talents and contributionsWe all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the companyThe company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran statusDmi is an equal opportunity employer minority/female/veterans/disabilityDmi maintains a drug-free workplace.
***************** no agencies please *****************
Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified informationUs citizenship may be required for some positions.
