Onsite Support Technician

Job Description

Job Description

Description:

Role Purpose:

Onsite Support Technician provides technical support in person/onsite or by phone as assigned. The role is responsible for

following the documented procedures for support, hardware repair and replacement, and maintaining ticket SLA.

Role Specific Duties and Expectations:

Responsibilities:

• All time is documented daily (activities, projects, tickets) in the moment of doing said task in the ticketing system
• Heavy emphasis on break fix
• In progress tickets should be handed off and documented before the end of shift
• Escalate issues as documented in IT Glue
• Document new customer findings by creating or updating articles in IT Glue
• Update firmware, and drivers on devices (laptops, computers, printers)
• Create part order forms and track inbound items
• 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
• Manage physical inventory
• Work and document established billable hours each week

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
• Hardware – Basic knowledge of repair and parts replacements on laptops, computers, and printers
• Software – Basic knowledge of firmware and drivers updates on devices
• Communication tools (Microsoft Office & Teams)
• Software as assigned