On Site Technical Support Technician

The On Site Technical Support Technician is responsible for all onsite service and support needs for our customers. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software. This person takes ownership of the client’s technical environment. From a 10,000 foot view and is responsible to:

1. Maintain client satisfaction with their environment
2. Ensure that their technology is functioning properly
3. Coordinate with BTA to implement business goals

POSITION RESPONSIBILITIES:

65% – IT Support (Client Resolution)

• Responsible for providing IT support relating to maintenance of the clients physical network through: Verification and currency of Centralized Services functionality (Backups/ AV/Malware/Patching).
• Develop and deploy onsite proactive services that will reduce the need for reactive support.
• Acting as onsite technical support for user issues including allocating and maintaining loaner equipment.
• Performing regular onsite, staging and repair services.
• Taking accountability for any deficiency by following the ticket through to completion, either through your own work or following up on the work of one of your peers.
• Work collaboratively with peers in order to help solve clients issues in a timely manner

20% – Customer Communication

• Acting as the primary contact for issues that need to be escalated to support centre
• Ensure all issues are followed up on
• Improve the overall customer experience for our clients
• Measure and gauge client satisfaction.

15% – Complete Ticket Notes/Documentation of Policies and Procedures

• Responsible for documentation to include both system reviews and recommendations
• Document internal processes and procedures related to duties and responsibilities

To perform this job successfully, an individual must be able to perform each of the requirements listed below:

• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Astaro appliances CSSA, Cisco CCNA, or VMware VCP
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Diagnosis skills of technical issues
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment

Join our team today.