On-Site Technical Engineer

2 months ago

Hollister, United States Hamilton Barnes 🌳 Full time

We are working with an MSP who is urgently hiring for an On-Site engineer to support some of their top clients. The On-Site Technical Engineer is responsible for working independently at a client location (or two client locations) to provide dedicated support. This includes responsibility for most day-to-day technical user requests and tickets for the specified client(s).



This is a PERMANENT position that is ONSITE.



Responsibilities

  • Working Monday to Friday, primarily at a specific client location
  • Supporting the client by diagnosing, troubleshooting, and resolving intermediate technical issues
  • Ticket management and client documentation consistent with processes in our Service Delivery Handbook
  • Maintaining to our Service Level Agreement by responding to user requests from clients within a 30-minute timeframe
  • Follow up with end users to ensure their technical issues are resolved
  • Reaching a goal of 6 billable hours daily or 30 billable hours weekly
  • Reaching a goal of 75% utilization on a consistent basis
  • Ability to escalate issues to appropriate consultants
  • Learning independently about our client’s ever-changing systems
  • Traveling to local client locations on a daily or weekly basis, depending on client’s needs
  • Act as a mentor to other engineers within the pod
  • Collaborate with other service line and departments to ensure an effortless experience for our clients
  • Doing what it takes to provide an effortless experience to the end users to build trust and credibility with the client


Required Skills

  • The ability to diagnose, troubleshoot, and resolve intermediate technical issues
  • The ability to troubleshoot and support Microsoft platforms
  • An empathetic approach to solving client problems
  • A positive, courteous demeanor
  • A passion for solving problems
  • Receptive to candid feedback
  • Curiosity about technology and motivation to learn independently
  • 2+ years’ experience in an IT help desk or desktop support environment
  • The ability to own technical complex problems and see them through to resolution
  • The ability to work in a directed autonomy environment

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