The Onsite Support Technician is responsible for providing dedicated support at client, located in Norwalk, Ct. This relates to all supported technology utilized by the client, including workstations, servers, networking equipment and liaison services with critical third-party IT service providers, such as internet service providers and third-party software licensors. The Onsite Support Technician may be the client’s first point of contact for support issues, and is responsible to deliver an excellent customer experience (while leveraging Atlantic’s IT resources for support, guidance and escalations).
Responsibilities
· IT support relating to technical issues involving Microsoft's core business applications
· Support services for Microsoft related technologies: This includes areas such as basic troubleshooting of Exchange, and adds/moves/changes for AD accounts.
· Work with the project management team on PC builds and network equipment deployments
· Troubleshoot PC connectivity issues.
· Troubleshoot network elements including ISP circuits, firewalls, network switches, wireless equipment and telephone system.
· Installation of Microsoft and all 3rd party software.
· 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.
· Business Continuity & Disaster Recovery testing, where applicable
· Advise and train staff on computer operations and software applications
· New staff onboarding participation
· Fully utilize Connectwise to enter and updated tickets and accurately track time
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.
· 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 satisfaction
· Experience utilizing ConnectWise Manage. Must also understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
· Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
· Principles, techniques, and concepts of network administration
· Knowledge of office terminology, practices and procedures.
· Excellent responsiveness. Responds quickly to staff and peers.
· Exceptional problem solving skills. Ability to identify and resolve problems quickly, decisively and effectively.
· 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.