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Onsite Technical Support Specialist
2 months ago
Position Overview
The Onsite Technical Support Specialist will deliver comprehensive technical assistance to end users within a desktop, server, and infrastructure framework. This role demands exceptional analytical, organizational, and problem-solving capabilities to thrive. Proficiency in the installation and upkeep of client PC/Server hardware and software, along with the ability to execute network deployments, is essential. You will serve as a crucial link between clients and our internal teams, making your expertise in complex networking environments invaluable.
Key Responsibilities
- Deliver support to clients both on-site and remotely.
- Diagnose and resolve intricate problem tickets.
- Conduct PC and network troubleshooting and enhancements.
- Provide network support and troubleshooting services.
- Execute network analysis and capacity planning.
- Assist in formulating processes and procedures for client network operations.
- Participate in the administration of network backup and disaster recovery strategies.
- Contribute to the planning and execution of various projects.
- Develop, implement, and oversee daily operational systems and processes that offer visibility into objectives, progress, and challenges for our key initiatives.
- Foster relationships with department heads, external partners, and vendors to guide decisions regarding operational activities and strategic objectives.
- Monitor and analyze key performance metrics to ensure efficient and timely task completion.
- Devise strategies to promote program growth across the enterprise, identifying and implementing process enhancements to maximize output and minimize costs.
- Ensure adherence to organizational policies and standards, following legislative regulations.
- Collaborate closely with human resources to lead the team with integrity, fostering a trusting, inclusive, and productive environment.
- Schedule consultations with clients requiring assistance in debugging or troubleshooting technical issues.
- Occasionally work outside standard hours during critical situations.
- Guide new users on the appropriate implementation of technical products.
- Develop innovative strategies and internal processes to streamline the support team's operations.
- Create documentation and resources to educate both customers and team members on technical aspects of the products.
- Assist in evaluating and implementing new tools to enhance troubleshooting for the tier 1 team.
- Provide remote and on-site troubleshooting solutions for computer or operating system issues impacting customer product usage.
- Collaborate with product and engineering teams to prioritize customer solutions.
- Train team members on resolving technical challenges.
- Act as the lead project manager for emerging projects.
Qualifications
- Exceptional verbal and written communication skills.
- Proficient in Windows operating systems up to Windows 10.
- Knowledge of Windows Server is mandatory.
- Experience with Microsoft Office365 administration is essential.
- Understanding of network switches, routers, and firewalls is required.
- Familiarity with VMWare is advantageous.
- Experience with Azure virtual administration is a plus.
- Strong troubleshooting, project management, initiative, and professionalism are critical.
- A Bachelor's degree is preferred or equivalent work experience/certifications (A+, Network+, CCNA, CCSP, MCP, MCSE, and MCSA).
Company Benefits
- Comprehensive healthcare plan.
- Vision and dental plans.
- Life and disability insurance.
- Paid time off.
- Supportive work environment.
- 401K plan.
