Technician, Site Services

Job Overview

Responsibilities

• Provide best in class technical support to our clients via on-site visits throughout the work week, resolving assigned tickets
• Answer inbound phone, email, chat, and remote support requests and triage issues to the appropriate department or technician for timely resolution when not assigned to an onsite visit
• Support all workstations, printers and peripherals for clients
• Communicate with clients and colleagues early and often
• Record all work via time entries in our ticketing system (ServiceNow) in a timely manner
• Troubleshoot client issues and document all steps up to resolution in ticketing system
• Self-manage distributed workload and actively address ongoing tickets
• Establish a Primary and/or Secondary onsite relationship with your assigned clients
• Home visits to set-up or troubleshoot client equipment when necessary
• Provide analysis and input in a team environment
• Must be able to multi-task client issues when applicable
• Document technical issues and take ownership of escalating issues to the appropriate resource
• Basic network troubleshooting, including collaboration with Network Services to replace network hardware and troubleshoot common network issues

Qualifications

• HS diploma required
• Bachelor's degree a plus
• Technical certifications and training a plus
• 5 years minimum experience in a relevant field
• GREAT ATTITUDE, team player, always willing to pitch in and take on new tasks
• Proactive/flexible nature - if you see something that can be improved, suggest it