Sr. Technician, Site Services

Overview This role is designated 100% onsite with an Abacus health care client in the Athens, GA area. The tech will also support several satellite locations, so access to a reliable source of personal transportation is required. In this role you will be an initial point of contact for resolving or triaging client requests and providing a world class client experience daily. You will leverage Abacus' resources when appropriate to ensure that more complex client issues are resolved in a timely manner using our standard escalations process. You will be this client's hero!! If this opportunity excites you, we want to talk to you! Role And Responsibilities Deliver an excellent customer experience in all interactionsResolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issuesTroubleshoot and resolve client emergencies with minimal oversight, escalating to senior engineering resources where necessaryServe as an escalation point to mentor and coach Technicians and Level One team membersAssist clients with the design and implementation, installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking and softwareWork with vendor representatives to resolve software and hardware issuesInstall and/or upgrade Microsoft Windows Server Operating SystemsPerform advanced virus, malware and ransomware mediationProvide professional quality server room cable managementResponsible for creating and maintaining high quality, detailed documentationResolve backup issues and perform restore testingInstall, configure, support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environmentsWork with client to harden security posture through policy and advanced technologies according to Medicus IT standards and processesCommunicate with client as required: Keeping them informed of incident progress, notifying them of impending changes or agreed upon outagesAccountable for continued customer satisfaction and coordinates all activities with the client, assists with client training while representing Abacus in a professional mannerPerform on-site technical and customer service support, to include:Emergency/unscheduled repairs of clients’ on-site technical systems and equipmentPerforms scheduled maintenance and repairs of clients’ technical systems and equipmentNetwork switch and server room cable managementDiagnoses, troubleshoots, repairs, and debugs complex technical and computer systems, and softwareFollow standard procedures to isolate and fix problems in malfunctioning equipment or software.Performs routine cleanup of client network closets including labeling, removal of unneeded equipment, and updating of documentationDemonstrate proficiency in reporting activities, maintaining local spare parts inventories, recording time and travel expense records and client log recordsExhibit adaptability and is willing to alter shifts and job requirements to meet the needs of clients and AbacusComply with all safety requirements, including but not limited to: completing all required training, following all guidance provided in Abacus policies, procedures, field guidelines, reporting requirements, and technical advisories. Demonstrates a pro-active approach toward safety, health, and quality in compliance with all Company, governmental and customer requirementsParticipate in project planning, solution delivery, mentoring and teaching improved processes to team membersFollow Abacus’s defined processes, policies, service delivery standardsMust have a valid state driver’s license and provide own transportation to client sites.Preference will be given to local candidates that live near the client locations / in the communities they serve.All other duties assigned Qualifications And Education Requirements Associates degree in technology related field OR equivalent combination of education and work experienceA minimum of 3+ years of as an IT Support Engineer or similar role, working in Microsoft EnvironmentsPreferred certifications: Network +, Server +, Windows Server 70-410, 98-365 or equivalentComplete other technical and professional development as outlined in development planUnderstanding of Windows 2016/2012/2008 servers, Active Directory, SQL, Sharepoint, Exchange Servers, Backup Technologies, Internet/DNS/E-mail/Communication issuesKnowledge of VMWare, Citrix, VPN and Terminal ServicesKnowledge of VoIP, voicemail, analog, and vendor specific hardware/softwareMSP specific experience strongly desiredExcellent problem solving and client relationship skillsExcellent verbal and written communication skillsAbility to learn and retain new technology skills and troubleshooting processes, team player, maintain calm and present yourself professionally in high stress situations. Abacus is an equal opportunity employer and complies with all Federal and State laws, regulations, executive orders, and mandates. To protect their employees and immunocompromised patients, our clients may have vaccination requirements for onsite roles (annual flu, Covid, or others).