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On-Site Technical Support Specialist

3 months ago

Canada Sure Systems Full time

Position Overview:
The On-Site Technical Support Specialist is tasked with delivering direct service and assistance to our clientele.

This encompasses all technology aspects, including:
desktop computers, servers, printers, networks, and specific vendor hardware and software.

Core Responsibilities:

  • Provide IT assistance regarding technical challenges related to Microsoft's primary business applications, as well as virtual environments utilizing Citrix, Microsoft, and VMware.
  • Deliver support services for Microsoft technologies: Windows Server, Exchange, SQL, SharePoint, etc.
  • Execute and maintain disaster recovery strategies.
  • Offer technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security measures.
  • Implement and support remote access solutions: VPN, Terminal Services, and Citrix.
  • Document systems, including reviews and recommendations.
  • Engage with customers as necessary: keeping them updated on incident progress, informing them of upcoming changes, or scheduled outages.

Additional Responsibilities:

  • Enhance customer service, perception, and satisfaction.
  • Collaborate effectively within a team environment.
  • Escalate service issues that cannot be resolved within established service levels.

Customer Communication:
Keep clients informed of progress, notify them of upcoming changes, scheduled outages, etc.

  • Maintain a comprehensive understanding of the customer and how IT aligns with their business objectives.
  • Develop extensive knowledge of the service catalog and its relevance to customer needs.
  • Document internal processes and procedures related to responsibilities.
  • Accountable for logging time and expenses in ConnectWise as they occur.
  • Follow a daily schedule in ConnectWise established through the dispatch process.
  • Understand ConnectWise processes by completing assigned training materials and blueprints on ConnectWise University.
  • Record all work as service tickets in ConnectWise.
  • Stay informed on current and emerging technologies in the industry by reviewing IT publications and online resources.