Onsite Technical Support Engineer
1 week ago
Onsite Technical Support Engineer - Job Description
Join our dynamic team as an Onsite Technical Support Engineer, where you will have the opportunity to make a significant impact by providing exceptional technical assistance to our valued clients. As the first point of contact for resolving technology issues, you will ensure the seamless operation of IT infrastructure, leading to enhanced productivity and client satisfaction. Your expertise in troubleshooting and diagnosing hardware and software problems will be crucial in delivering top-notch service and support.
Key Responsibilities:
- On-Site Support: Travel to client locations to provide hands-on technical assistance.
- Install, configure, and upgrade computer hardware and software.
- Troubleshoot and resolve a variety of IT issues, including network connectivity, printer malfunctions, and software errors.
- Support audio and video equipment and conduct health checks.
- Manage asset handling and disposal.
- Implement data recovery and backup solutions.
- Problem Diagnosis and Resolution: Use diagnostic tools and techniques to identify the root cause of technical issues.
- Apply effective troubleshooting strategies for prompt resolution of problems.
- Escalate complex issues to advanced support teams as necessary.
- Image and install software on Windows and Apple devices including IMAC setups and provide remote support.
- Coordinate with IT Network teams and vendors for the installation of network equipment and third-party supplier issues.
- Provide installation and configuration support for network setups, testing circuits, and validating network operations.
- Partner with external vendors for their dispatch support.
- Asset Management: Oversee inventory and asset management within depot operations.
- Ensure responsible handling and disposal of IT assets.
- Coordinate shipping, disposal, redeployment, and reclaim of assets, including equipment in Telco rooms.
- Support hardware refresh, depot services, and warranty repair and replacement coordination.
- Network Management: Optimize network operations in collaboration with IT teams to facilitate efficient installations.
- Proactively manage circuit issues and repair processes in conjunction with third-party suppliers to limit downtime.
- Maintain organized cable management to enhance network performance and aesthetics.
- Customer Service: Maintain professional and courteous interactions with clients.
- Effectively communicate technical information to non-technical users.
- Document all service requests, solutions, and client interactions.
- Provide dedicated support for executive (VIP) clients, troubleshooting their issues remotely with diligence.
Ticket Queue Management
- Promptly update tickets with clear, actionable information to minimize escalations.
- Follow up daily on pending tickets for clients and vendors.
- Document troubleshooting steps and reasons for ticket status changes thoroughly.
- Resolve issues within set SLAs to prevent ticket reopens.
- Focus on maintaining a low backlog of tickets while achieving high-resolution productivity (averaging 4 or more tickets daily).
Qualifications:
The ideal candidate will have:
- 3-5 years of experience providing IT support in deskside, remote, or field environments.
- Proficient troubleshooting capabilities for Windows and macOS devices, including laptops and desktops.
- Expertise in efficient Windows OS imaging.
- Strong skills in diagnosing network connectivity challenges.
- Familiarity with networking protocols such as TCP/IP, DNS, DHCP, and routing protocols.
- Technical certifications are a plus.
- Experience in the telecommunications industry as a Field Services Technician is advantageous.
Hardware Expertise:
Computer Assembly and Repair: Skills in building, upgrading, and repairing desktops, laptops, and servers.Peripheral Device Installation: Knowledge in setting up printers, scanners, and external drives.Hardware Troubleshooting: Proficient in finding solutions for hardware components including motherboards, CPUs, RAM, and power supplies.Mobile Device Repair: Capability to perform repairs on smartphones and tablets; a good-to-have skill.Audio Video Equipment: Basic understanding of AV connections.
Software Proficiency
Operating System Installation and Configuration: Experience with Windows, macOS, and Linux installations.Software Installation and Troubleshootingand Driver Installation and Updates: Assure optimal performance through careful driver management.Data Recovery: Skills in recovering data from damaged storage devices.
Networking Knowledge:
Network Setup and Configuration: Experience configuring routers, switches, and Wi-Fi access points.Network Troubleshooting: Abilities to diagnose and resolve various network issues.Cable Management: Expertise in organizing and labeling cables for efficiency.
Customer Service Skills:
- Effective Communication: Communicating complex technical concepts clearly to non-technical clients.
- Problem-Solving: Quick identification and resolution of issues.
- Patience and Empathy: Building professional rapport and maintaining positive client relationships.
- Attention to detail with strong organizational skills.
Time Management:
Manage time efficiently to meet project deadlines and optimize work schedules.
Additional Requirements:
- Valid driver's license and reliable transportation.
- Ability to lift and transport heavy equipment.
- Capability of using ladders for accessing points and cabling.
- Willingness to work flexible hours, including evenings, weekends, and holidays as required.
- Travel up to 30-40% nationwide.
Salary Range
Min - $37K - Max - $61K
Salary will depend on skills, experience, education, and other lawful factors. This role may also qualify for performance-based bonuses as per company policies. Additional benefits include medical, dental, vision, pharmacy, life and disability insurance, employee assistance program, 401(k), paid time off, and 10 paid holidays annually.
Disclaimer
We are an equal opportunity employer, promoting equal employment opportunities for all applicants disregarding race, religion, sex, color, age, national origin, pregnancy, sexual orientation, and other protected classifications. Any discrimination concerns during the hiring process should be reported for investigation.
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