Onsite IT Support Technician

SUMMARY:
Job Purpose:
The position is for an Onsite IT support technician that has a good attitude, and who is willing to grow with responsibility for providing IT support services to our clients customers, remotely and on-site from our clients offices whilst going the extra mile. 
 
The Onsite IT support technician must be able to demonstrate composure and professionalism in person and/or on the phone and the high-pressured environment can be overwhelming at times in the IT sector. Everything is about service.
 
The role entails providing excellent service to customers by promptly evaluating, prioritizing, and responding to their requests with-in a timely manner. 
 
Responsibilities:
His/her job description entails resolving daily support requests from the companies’ clients and the ability to be proactive. Run reports and complete daily tasks. Run installations on IT infrastructure, VOIP, MS365 configurations, migrations, Collections from suppliers, Attending to any on-site related queries and more. 
 
Daily tasks involve providing technical support to our clients customers, field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging systems. 

• Documenting solutions and errors. 
• Windows support (End User) - Setup Configure and maintain Windows systems. 
• Being able to identify issues on software and hardware.
• Working on VOIP systems.  
• Working on Camera Systems.
• Configuring Network systems.
• Managing the firewalls.
• Managing the Desktop and server environments.
• Managing the networks.
• Managing and Maintaining Onsite and Cloud backup infrastructure

• Help with digital projects and automation initiatives.
• Creating and Maintaining IT Documentation to improve future issue resolution.
• Being a team player, working with the team to help develop solutions.

• Comfortable handling high Volume support requests and maintain a professional manner
• Create Tickets and documenting each client support request
• Keeping track of open issues until resolved
• Provide technical solutions
• Be skilled at multitasking while effectively engaging with multiple issues and maintain good customer service
• Good understanding of support request priorities
• Have the willingness to help and solve issues

• Work experience in an IT environment supporting desktops, laptops and printers, or possession of IT degree/diploma or/and continuing education program. 
• Work experience in a service/help desk environment. 
• Work experience in an on-site environment.
• Experience with assisting onsite support team remotely when needed.
• Knowledge of Wireless, LAN and Firewall technologies.  
• Possession of advanced knowledge of all Laptop hardware and Desktop types with the ability to assemble and building of desktop computers and laptops as well and maintaining hardware upgrading and troubleshooting. 
• Understanding of Office applications and Windows OS. 
• The ability to check, assign and attend to unattended tickets in the helpdesk. 
• Installations and managing Anti-virus. 
• Having experience with working on N-Central and platform of products would be a bonus.

• Minimum of 3-5 year on-site technical support experience
• Educational background (must have A+ N+ Security+)
• Strong knowledge in the digital space
• Familiar with MS365 Products
• Ability to thrive and remain positive in a constantly changing environment
• Having knowledge of these areas will help.
  • N-Central
  • SentinelOne
  • MS365
  • Untangle/ishield Firewalls
  • Office Applications
  • Autotask

POSITION INFO:
Job Purpose:
The position is for an Onsite IT support technician that has a good attitude, and who is willing to grow with responsibility for providing IT support services to our clients customers, remotely and on-site from our clients offices whilst going the extra mile. 
 
The Onsite IT support technician must be able to demonstrate composure and professionalism in person and/or on the phone and the high-pressured environment can be overwhelming at times in the IT sector. Everything is about service.
 
The role entails providing excellent service to customers by promptly evaluating, prioritizing, and responding to their requests with-in a timely manner. 
 
Responsibilities:
His/her job description entails resolving daily support requests from the companies’ clients and the ability to be proactive. Run reports and complete daily tasks. Run installations on IT infrastructure, VOIP, MS365 configurations, migrations, Collections from suppliers, Attending to any on-site related queries and more. 
 
Daily tasks involve providing technical support to our clients customers, field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging systems. 

• Documenting solutions and errors. 
• Windows support (End User) - Setup Configure and maintain Windows systems. 
• Being able to identify issues on software and hardware.
• Working on VOIP systems.  
• Working on Camera Systems.
• Configuring Network systems.
• Managing the firewalls.
• Managing the Desktop and server environments.
• Managing the networks.
• Managing and Maintaining Onsite and Cloud backup infrastructure

• Help with digital projects and automation initiatives.
• Creating and Maintaining IT Documentation to improve future issue resolution.
• Being a team player, working with the team to help develop solutions.

• Comfortable handling high Volume support requests and maintain a professional manner
• Create Tickets and documenting each client support request
• Keeping track of open issues until resolved
• Provide technical solutions
• Be skilled at multitasking while effectively engaging with multiple issues and maintain good customer service
• Good understanding of support request priorities
• Have the willingness to help and solve issues

• Work experience in an IT environment supporting desktops, laptops and printers, or possession of IT degree/diploma or/and continuing education program. 
• Work experience in a service/help desk environment. 
• Work experience in an on-site environment.
• Experience with assisting onsite support team remotely when needed.
• Knowledge of Wireless, LAN and Firewall technologies.  
• Possession of advanced knowledge of all Laptop hardware and Desktop types with the ability to assemble and building of desktop computers and laptops as well and maintaining hardware upgrading and troubleshooting. 
• Understanding of Office applications and Windows OS. 
• The ability to check, assign and attend to unattended tickets in the helpdesk. 
• Installations and managing Anti-virus. 
• Having experience with working on N-Central and platform of products would be a bonus.

• Minimum of 3-5 year on-site technical support experience
• Educational background (must have A+ N+ Security+)
• Strong knowledge in the digital space
• Familiar with MS365 Products
• Ability to thrive and remain positive in a constantly changing environment
• Having knowledge of these areas will help.
  • N-Central
  • SentinelOne
  • MS365
  • Untangle/ishield Firewalls
  • Office Applications
  • Autotask