General Summary:

The Onsite Technician is responsible for handling support of service requests professionally and on time at client locations. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software. Onsite Technicians typically have least one year of experience, but more is preferred. This person is a good communicator and should be prompt, have a good driving record, and know the importance of communicating ETAs to clients. This person must also be flexible, understanding, and be a team player. Most importantly, this person should be eager to learn while following prescribed procedures.

Position Responsibilities:

• Dispatch to client locations to deploy hardware or resolve technology-related issues
• Provide onsite support. Some higher-level onsite support may be needed with assistance from technicians from our office
• Log, document, and track incidents through ConnectWise Manage
• Track and record time worked throughout the day within ConnectWise Manage accounting for at least 8 hours daily
• Monitor and hit weekly KPIs
• Willing to occasionally be on call and/or work overtime, holidays, and weekends
• Provide detailed explanations to end users after completion of work and ensure they are satisfied
• Provide phone support when not going onsite for support
• Provide assistance to the Support and Professional Service teams as assigned
• Ability to pay close attention to detail while performing technically detailed tasks
• Ability to deal effectively with stressful situations
• Audit documentation & toolsets as outlined by Service Desk Manager
  • Spam Filter True-up
  • Office 365 True-up
  • ConnectWise Manage Contacts True-up
  • ITGlue review/update

Knowledge, Skills, and Abilities:

• Experience required with Windows desktop operating systems. Mac OS is not required but recommended
• Understanding of TCP/IP and troubleshooting Internet connectivity
• Experience with Terminal Services
• Understanding of relationship between switches, patch panels and connecting nodes to a network
• Working knowledge of wireless technologies
• Understanding of printers and how to troubleshoot various issues related to printing
• Understanding of other hardware/devices and how to troubleshoot various issues related to hardware

Credentials and Experience:

• Demonstrated customer service skills
• Good driving record
• Eager to learn
• Takes direction from Engineers/Technicians
• Good time management
• Organized and capable of multitasking
• CompTIA A , Network , Microsoft MTA not required but recommended