Summary:
The Onsite Support Engineer is responsible for maintaining high-quality support services for our clients and internal team, both onsite and in-house. A Field/Technical Engineer is responsible for the installation, configuration, maintenance, and diagnosing of all IT-related hardware and software, including but not limited to desktops, laptops, tablets (Dell, HP, and Mac), virtual machines, printers, network devices, servers, switches, firewalls, disaster recovery utilities, and cyber security. You will provide preventive support and integration activity around the Windows Server environment, VMWare, Hyper-V, and more.
Key Responsibilities:
· Build out, install, configure, and maintain network setups, servers, server operating systems, network data storage, network application software, data communication devices, and cyber security hardware and software.
· Identify problems, troubleshoot, and implement resolutions to assist users while onsite and or remote/in-house.
· Identify existing issues, problematic equipment, changes in the client’s line of business, increase in the client’s staff count, general business issues, and report findings to the sales team.
· Implement, maintain, monitor, and update all network, security, and computer system measures to ensure the integrity of company data resources and prevent unauthorized access to network systems to meet the organization’s current and future requirements for client and internal systems.
· Assess network performance and recommend and implement upgrades.
· Test all changes to networks, hardware, software, and hosted applications while on-site.
· Diagnose and resolve problems and concerns associated with implemented information systems, network software applications, and peripheral devices reported by administrative users.
· Maintain the necessary project plans and documentation of all system builds and modifications.
· Execution and conclusion of projects on time and successful management of client expectations when targets cannot be met.
· Coordinate with supported end-users to evaluate information system requirements and develop hardware/software solutions to provide required services.
· Collaborate with the department staff to analyze, design, and research equipment options and develop technical specifications for network topologies and configurations.
· Maintain an accurate inventory of information system servers, data storage devices, and installed software; ensure that software license agreements are current and accurate in accordance with company policy in ITGlue, SharePoint, Liongard,
etc. Advise the Chief Operations Officer and Operations Support Manager of technical issues and consult with vendor support agencies to resolve problems and determine equipment requirements.
· Develop and maintain operational, procedural, and informational documentation for information systems, implemented security measures, and disaster recovery procedures.
· Acquire and maintain the requisite technical skills to perform systems management and network operations activities supporting company data processing and network communications.
· Contribute to a personal ongoing commitment to self-training to preserve professional viability.
· Maintain a good working knowledge of current infrastructure and future trends.
· Perform assigned responsibilities, duties, and tasks safely and with minimal supervision, according to established practices, procedures, techniques, and standards.
· Daily time entry accounting for at least 9 hours in the form of Discussion, Internal, and Resolution Notes in Service/Project tickets in ConnectWise. All time must be entered after each ticket has been completed, escalated, and after every ticket status update.
· Utilization must be at a minimum of 75% of total monthly billings.
· Adhere to your schedule as dictated by Dispatcher and Management
· Ability to work in a team or independently and communicate effectively with clients and internal teams via service/project tickets in ConnectWise.
· Track and monitor the inventory of tools provided by Synpact for use in this position.
· You are expected to follow any other reasonable instructions and perform any other related duties required by the Dispatcher and management and established company policies and procedures.
Knowledge, skills, and abilities required:
· Explicitly proficient communicator, including writing, speaking, editing, proofreading, and computer skills.
· Excellent phone skills/etiquette to answer and direct calls.
· Exhibit high professionalism, balanced business judgment, tact, and diplomacy.
· Excellent problem-solving skills in highly sensitive, complex situations
· Ability to self-start, work independently, and achieve high standards to meet multiple deadlines.
· Above-par working capacity to work on a small and large project with great attention to detail.
· Work effectively in a team, collaborative environment with a positive, can-do attitude
· A quick learner can understand and apply existing and new processes.
· Adept in developing and maintaining strong relationships with management, staff, vendors, and clients; must be comfortable interacting with all levels of users within the organization, including executives.
· Ability to multi-task and be organized.
· Strong work ethic and accountability for productivity.
· Willingness to take on administrative projects or assist other departments as necessary.
Work Environment Expectations:
Work in this environment requires the exertion of up to fifty (50) pounds of force occasionally, up to twenty-five (25) pounds of force frequently, and up to ten (10) pounds of force constantly to move objects.
Must be able to:
· Walk, lift, reach, sit, squat, bend, stand, grasp, balance, climb, kneel, crouch, and type for extended periods of up to ten (10) hours.
· Prepare, read, comprehend, and analyze a variety of complex forms, reports, spreadsheets, maps, plans, records, documentation, and correspondence in all languages required by the job.
· Speak to individuals or groups of people with self-confidence, voice control, and professional integrity.
· Respond adequately to inquiries or complaints.
· Write using standard conventions in all languages required by the job.
· Apply logical or scientific thinking principles to define problems, collect data, establish facts, and draw valid conclusions.
· Apply common sense understanding to carry out instructions furnished in written, oral, or visual form.
· Communicate effectively and efficiently in all languages required by the job using whatever communication device or system is required (telephone, Microsoft Teams, Outlook, ConnectWise, etc.)
· Use and interpret job related terminology, mathematical formulas, and functions effectively and efficiently.
· Deal with people beyond giving and receiving instructions, and focus on maintaining effective working relationships.
· Perform under stress, deal with people acting under pressure, and adapt when confronted with emergencies.
· Be sensitive to cultural differences among individuals and groups of persons.
· Safely operate a motor vehicle.
· Operate/use various job-specific office machines and other office equipment.
· Manage multiple high-priority initiatives in a fast-paced, highly technical environment.
· Successfully perform this position’s planning, directing, reporting, and administrative responsibilities.
Accommodations:
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential
functions of the position. Please contact the COO.
Benefits:
· Competitive salary based on experience and qualifications
· 401K retirement benefits
· Medical, Dental, and Vision benefits for full-time employees
· Performance-based incentives
· Fun working environment and culture
· Great opportunity for advancement
· Partner vendor training, education, and certification are provided