Technician, Site Services

Job Summary

This role is designated 100% onsite Monday - Friday with an Abacus health care client in the Orlando area. The tech will also support several satellite locations, so access to a reliable source of personal transportation is required.

Responsibilities (including, but not limited to)

• Deliver an excellent customer experience in all interactions
• Resolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issues
• Troubleshoot and resolve client emergencies with minimal oversight, escalating to senior engineering resources where necessary
• Serve as an escalation point to mentor and coach team members
• Aid clients with the design and implementation, installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking and software
• Work with vendor representatives to resolve software and hardware issues
• Install and/or upgrade Microsoft Windows Server Operating Systems
• Advanced virus, malware and ransomware mediation
• Professional quality server room cable management
• Create and maintain high quality, detailed documentation
• Resolve backup issues and perform restore testing
• Install, configure, support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environments
• Work with clients to harden security posture through policy and advanced technologies according to Abacus' standards and processes
• Communicate with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed upon outages
• Accountable for continued customer satisfaction and coordinates all activities with the client, assists with client training while representing Abacus in a professional manner
• Perform on-site technical and customer service support, to include: emergency/unscheduled repairs of clients’ on-site technical systems and equipment, scheduled maintenance and repairs of clients’ technical systems and equipment, network switch and server room cable management, diagnoses, troubleshoots, repairs, and debugs complex technical and computer systems, and software, performs routine cleanup of client network closets including labeling, removal of unneeded equipment, and updating of documentation
• Demonstrate proficiency in reporting activities, maintaining local spare parts inventories, recording time and travel expense records and client log records
• Show adaptability and is willing to alter shifts and job requirements to meet the needs of clients and Abacus
• Comply 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
• Participate in project planning, solution delivery, mentoring and teaching improved processes to team members
• Follow Abacus’s defined processes, policies, service delivery standards
• Must have a valid state driver’s license and provide own transportation to client sites
• Possession of preference will be given to local candidates that live near the client locations / in the communities they serve

Qualifications And Education Requirements

• Associates degree in technology related field OR equivalent combination of education and work experience
• A minimum of 3+ years of experience in IT Support, working in Microsoft Environments
• Preferred certifications: Network +, Server +, Windows Server 70-410, 98-365 or equivalent
• Complete other technical and professional development as outlined in development plan
• Understanding of Windows 2016/2012/2008 servers, Active Directory, SQL, SharePoint, Exchange Servers, Backup Technologies, Internet/DNS/E-mail/Communication issues
• Knowledge of VMWare, Citrix, VPN and Terminal Services
• Knowledge of VoIP, voicemail, analog, and vendor specific hardware/software
• MSP specific experience strongly desired
• Excellent problem solving and client relationship skills
• Excellent verbal and written communication skills
• Ability to learn and retain new technology skills and troubleshooting processes, team player, maintain calm and present yourself professionally in high stress situations