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Onsite Technical Support Specialist
2 months ago
About Dedicated IT
Dedicated IT is a prominent Managed Service Provider (MSP) specializing in the healthcare sector. Recognized for our rapid growth, we have established ourselves as a trusted name in Healthcare IT.
Our commitment to a people-centric environment, exceptional benefits, and consistent growth makes us a preferred employer in the Managed Services industry.
At Dedicated IT, we prioritize the aspirations, development, and achievements of our employees, both professionally and personally. We provide career development opportunities, educational reimbursement, a balanced work-life environment, and a supportive culture.
We are currently seeking an Onsite IT Engineer to enhance our Mid-Market Service division and contribute significantly to our ongoing success as one of the leading privately-owned MSPs in the United States.
Position Overview
Location:
Onsite at client locations.
Schedule:
Monday - Friday, 7 AM - 4 PM.
Compensation:
Up To $85,000/year
IT Engineers play a crucial role in assisting businesses with their technology needs, supporting employees, and addressing daily support requirements.
Working with our Mid-Market Clients offers an opportunity to learn and manage enterprise-level systems across the healthcare sector.
Employees will be equipped with modern tools and resources that enhance their ability to deliver exceptional service and develop their skills.
Onsite Engineers are client-focused professionals who provide efficient and accurate technical support.They primarily concentrate on
upgrading infrastructure and assisting with executive support requests as necessary, ensuring that all staff members feel supported.
Onsite Engineers represent Dedicated IT, working to elevate client experiences by creatively solving technical challenges.
We Seek Candidates Who Reflect Our Core Values:
Collaboration:
Embrace teamwork and collective intelligence. Working together drives us toward shared objectives that benefit the company, its employees, and its clients.
Ownership: Take full responsibility for your role and establish yourself as a key resource in your position.
Go the extra mile to achieve the right outcomes: when an email isn’t sufficient, make a phone call.
Dedication: Exhibit reliability and accountability. Rise to challenges, follow through on commitments, and enhance interpersonal interactions with clients, partners, and colleagues. Strive to be the most dedicated member of your team every day.
Empathy: Understand different perspectives and genuinely care for our clients, partners, and colleagues in every interaction. Observe with the intent to learn and listen actively to truly understand.
Responsibilities of Onsite IT Engineers
- Manage support tickets and resolve client issues within agreed timelines.
- Collaborate with clients, Service Delivery Managers, and Team Leads to ensure top-tier service.
- Engage in various infrastructure and client projects to enhance the user experience.
- Create tickets, document detailed notes, and accurately track time.
- Update technical documentation as necessary.
- Handle email tickets when not on calls or as requested.
- Escalate requests or tickets to Technical Team Leads with comprehensive notes on attempted solutions.
- Train and mentor team members as the Subject Matter Expert for specific clients.
- Identify potential Major Incidents and promptly notify Team Leads or Service Delivery Managers.
- Develop alternative solutions when standard procedures do not resolve issues.
- Educate users on supported software and hardware.
- Assist clients with the installation of business software and related services.
- Manage vendor relationships for client-related support issues.
- Ensure timely follow-up on all cases.
- Provide timely updates to clients.
- Support Professional Services Teams and vCIOs in testing new configurations.
Required Technical Skills
- Advanced knowledge of Network Infrastructure and Cyber Security is essential.
- Experience with Cisco Meraki or Fortinet is preferred.
- Ability to independently troubleshoot problems.
- Observe daily operations to understand overall IT Infrastructure and industry standards.
- Assist clients with software installations and related services.
- Train users on supported software and hardware.
- Collaborate with vendor support to resolve technical issues.
- Ability to convey technical information in simple terms.
Experience and Qualifications
- High School Diploma/GED is required.
Certifications:
CompTIA A+, Network+, Security+, Cisco, Microsoft Certifications, or equivalent credentials.
- A minimum of 4-6 years in a relevant advanced role is required.
- Prior experience in an MSP environment is required.
- Experience in Healthcare IT is preferred.
- Familiarity with ConnectWise is preferred.
- Experience supporting medical clients, EMR systems, and understanding of HIPAA is preferred.
Benefits:
- Health Benefits.
- 401K with company match.
- 9 paid company holidays, including 2 floating holidays.
- 3 Weeks of Paid Time Off and 1 week of sick leave.
- Clear pathways for personal growth and an open-door policy for addressing questions or concerns.
Thank you for considering a career with Dedicated IT
Equal Employment Opportunity:
Dedicated IT is dedicated to providing equal employment opportunities in all employment practices, without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, veteran's status, disability, sexual orientation, or any other characteristic protected by law.