The Systems Support onsite engineer is responsible for reporting onsite with our team to our Client’s location, handling technical support requests from end users as well as from our Service Desk. Our engineers are responsible for maintaining user uptime and improving their computing experiences through effective maintenance, problem identification and resolution activities, as well as growing and developing the organization’s perception with existing customers through exceptional customer service. Candidates must be energetic and focused with a strong motivation to learn new technologies and management and maintenance processes. This position requires dedication, persistence, effective utilization of provided resources and the ability to deliver superior customer service.

• Onsite, in-person end user IT support
• Assist with call center technical support line coverage
• Ticket escalations from Tier 1 engineering team
• Assist with planning, prioritization and execution of approved operational initiatives
• Assist with planning, prioritization, execution and documentation of client approved change requests
• Maintain day to day observation, reporting and follow-up for support metrics and ticket management.
• Provide technical input to Reason for Outage reports, when necessary
• Implementation, administration and troubleshooting of Windows and Mac operating systems
• User management including configuring new accounts, password resets, and troubleshooting user login, profile and permission issues
• Asset management and workstation provisioning
• Maintaining standards, standard operating procedures (SOPs) and documentation on an ongoing basis
• Maintain a firm understanding of the Client’s IT infrastructure
• Routine review of incidents, identifying problems and addressing them to resolution
• Assist with planning, prioritization and execution of approved operational initiatives
• Assist in identifying recurring problems, escalation to engineering, if needed, and resolution
• Duties as assigned

Minimum Experience and Certifications

• Minimum 1 years of IT experience with IT administration and support experience with windows administration and management of Active Directory, DHCP, DNS, Group policy
• Previous Experience in a fast-paced consulting or MSP environment as plus