Technical Support Engineer

Diversified Services Network, Inc. (DSN) is seeking a full-time Technical Support Engineer to join our team in Tucson, AZ ! We offer full benefits, PTO, 401k, and more! If you’re looking to grow your technical career within an extremely reputable, stable Fortune 100 company – let’s talk! Position Overview This role is critical to maintaining consistent, responsive technical support, including weekend hotline coverage, and serves as a dedicated resource for triaging and resolving technical issues promptly. The Technical Support Engineer helps ensure continuity of service and reduces backlog, contributing directly to the efficiency and reliability of the help desk team. This position offers a long‑term career path with hands‑on exposure to enterprise support platforms, structured learning resources, and mentorship opportunities for continued growth. Key Responsibilities Serve as a dedicated support resource, managing incoming cases with urgency and precision, including weekend hotline coverage from 7:00 AM to 3:30 PM. Perform password resets, ECM allocations, and blackbox conversions as part of case resolution. Conduct advanced troubleshooting and root cause analysis to resolve complex technical issues and prevent recurrence. Crawl and analyze logs across large datasets to identify root causes. Apply a fundamental understanding of SQL to support case investigation and issue resolution. Collaborate regularly with team members via Microsoft Teams and in person, contributing to a multi‑tiered support model that escalates complex issues to Level3 (L3) support and technical leads. Participate in regular team meetings and daily scrums to align on goals and share knowledge. Work Environment Full‑time, onsite position based in Tucson, AZ, within a professional, business casual office setting. Onsite presence supports immediate collaboration and hands‑on access to team resources and systems. Includes weekend hotline coverage as part of a structured schedule supporting continuous service availability. Education & Experience Associate’s degree in technology or a related field, or equivalent experience. 5+ years of technical experience in troubleshooting and root cause analysis. Required Skills Strong understanding of network protocols, configurations, and troubleshooting techniques. Proficiency in Windows administration, including managing user accounts, permissions, and system updates. Ability to quickly identify, diagnose, and resolve technical issues across hardware and software platforms. Basic understanding of scripting or programming, with the ability to read and follow syntax. Soft Skills Excellent customer service orientation, with clear communication, empathy, and responsiveness to user needs. Ability to work collaboratively in a team environment and maintain professionalism under pressure. Strong organizational and time management skills, including the ability to work independently during solo coverage periods. Benefits 401(k) Dental insurance Vision Insurance Disability insurance Employee assistance program Health insurance Health savings account Life insurance Paid time off Paid Holidays Salary Expectations: $45,000 – $50,000 per year #J-18808-Ljbffr Diversified Services Network