Onsite Support Engineer I

Role Purpose:

Onsite Support Engineer I provides technical support in person/onsite or by phone as assigned. The role is responsible for following the documented procedures for support, monitoring the ticket gateway, and maintaining ticket SLA.

Responsibilities 

• All time is documented daily (activities, projects, tickets) in the moment of doing said task in the ticketing system
• In progress tickets should be handed off and documented before the end of shift
• Monitor the ticket gateway and designated queues
• Escalate issues as documented in IT Glue
• Document new customer findings by creating or updating articles in IT Glue
• Communicate with vendor(s) to resolve outage issues
• Building client rapport during onsite assignments (via in person troubleshooting for relevant issues, site walk throughs, face time, etc.)
• 100% client assigned location(s), commuting and/or walking to and from client buildings as required based on service requests

Expectations

• Maintain established ticket SLAs as defined by Manager
• Maintain established CSAT score as defined by Manager
• Timesheet for current week submitted by end of shift Friday
• Work and document established billable hours each week
• Available for on-call when scheduled
• Annual goals and objectives as set in HRIS (Human Resources Information System) and reviewed quarterly

Technical Proficiencies

• Ticketing software - Incident management and allocating time to tickets being worked
• Remoting into systems, push approved scripts and run action creations
• Active Directory - Basic knowledge of security groups, group policy fundamentals, and how domain controllers work
• Virtualization - Basic knowledge of VMware/Hyper-V for user incident support
• Microsoft Windows/Servers - Basic knowledge of MS Windows, differentiate between physical/virtual servers, knowledge in patching and maintenance
• Networking - Basic knowledge of network troubleshooting skills, DHCP & DNS, understanding of ping, mslookup, traceroute
• Software as assigned