Onsite Support Technician

The Onsite Support Technician is responsible for providing onsite support at our client s location in Ochopee, FL. This relates to all technology utilized by the client, including workstations, servers, printers, networking equipment, internet service providers, and third-party software. The role also carries project implementation responsibilities including workstation builds and deployments, server & network equipment installations, application installation and upgrades, and ISP implementations.

Hours: Monday - Friday 12am to 8am

Microsoft related technologies: This includes areas such as basic troubleshooting of Office software

PC builds and network equipment deployments

Troubleshoot PC connectivity issues

Support of printers, scanners and mobile devices

Troubleshoot network elements including ISP circuits, firewalls, network switches, wireless equipment and telephone system.

Installation and vendor liaison support of 3^rd party applications

Active Directory adds and changes

Familiar with Group Policies (GPOs) and manual drive mappings

Remote access solution (VPN) implementation and support

Document and update the client environment

Escalate service issues when required

Communication with customers as required, keeping them informed of incident progress, notifying them of impending changes or agreed outages.

Monitor network performance for availability, utilization and latency. Take the appropriate measures to resolve throughput issues, escalating to the support team as required.

Keeps IT Rooms clean and organized.

Oversees the maintenance and tracking of assets.

New staff onboarding participation

Qualifications

2 year degree in Computer & Information Science, Computer Information Systems, or closely related field is preferred.

Minimum 3 years of experience as an onsite or field service technician.

Excellent interpersonal skills and communication skills. Candidate needs to be able to tailor communication to the proper skill level of the end-user, and include the appropriate detail to manage the end-user s expectations

Bi-ligual speaker (English and Spanish) is a plus

Able to work independently to manage strict timelines with multiple projects in order to meet deadlines under high-pressure environment.

A+ certification

Experience building desktops and laptops.

Experience racking, stacking and patching network equipment.

Ability to improve customer service satisfaction

Enter and update all work as service tickets into ConnectWise. Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University

Principles, techniques, and concepts of network administration

Demonstrates consistency in ability to be flexible.

Identifies and acts on problems quickly, decisively and effectively. Responds quickly to staff and peers.

Open to change and new approaches. Able to deal with ambiguity by responding appropriately & effectively to uncertain situations. Takes the time to listen, and encourages dialogue