What are the responsibilities and job description for the Escalation Engineer position at Dymin Systems?
About Dymin Systems
Dymin Systems is a managed service provider based in Urbandale, Iowa, delivering IT support, infrastructure, and security services to businesses across Central Iowa since 2001.
The Role
Join our Escalations team resolving complex infrastructure issues and delivering client projects while keeping direct ownership of the client relationship. This hands-on role combines advanced troubleshooting, planned production changes, and project implementation.
What You Will Do
- Troubleshoot Active Directory, DNS, Group Policy, virtualization, Windows Server, firewalls, VPNs, VLANs, Microsoft 365, VoIP phone systems, and backup and disaster recovery.
- Plan and deliver approved migrations, upgrades, network changes, and recovery improvements, covering dependencies, client impact, testing, rollback, and handoff.
- Mentor junior technical staff, keep clients informed, and maintain accurate technical and ticket records.
What You Will Bring
- A demonstrated ability to solve complex infrastructure problems and safely plan production changes.
- Strong client communication, project ownership, and documentation.
- Valid driver’s license and reliable transportation for client site visits.
How We Hire
We evaluate candidates on demonstrated ability and judgment. Time in role, a degree, and certifications are not fixed requirements. If you can show us the work, we want to talk.
Every Dymin Technical Role
- Works directly with clients and records all work in our service-management system.
- May participate in paid on-call coverage, based on business needs and readiness.
- Involves extended computer use, sitting, client calls, and written and verbal communication.
Our Core Values
- Think creatively, don’t accept workarounds, offer solutions, identify inefficiencies, be proactive, and focus on what you CAN do.
- Love figuring out how things work, research, experiment, and continually improve.
- Question tradition, try new things, embrace mistakes as learning opportunities, and make decisions.
- Drive growth for yourself and others, adapt to change, and inspire and support your team.
- Do what makes you proud, strive for justice, and always act in our clients’ best interests.
- Be accountable, take ownership, see tasks through to the end, and take initiative.