On-Site Support Technician

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Job description

The primary responsibility of the On-Site Technician is to provide deskside end-user support, project support, and service request support to the assigned Client. This position requires knowledge of PC hardware, desktop Operating System capabilities, network printer/scanner/fax support, VPN/Wireless support, basic knowledge of Azure IAAS and SAAS, Proficiency working with Microsoft 365, and knowledge of general network functionality. Functional knowledge of end-user applications is also required. The On-Site Technician owns the tickets and project tasks assigned to them and is responsible for their customers' overall satisfaction levels.

Primary Responsibilities

• Provide prompt initial response and manage Client expectations for all assigned service requests and incidents.
• Effectively use knowledge base and other tools to diagnose and repair Client issues within target time limits.
• Troubleshoot system problems and complete repairs in a manner that is timely, efficient, in line with established procedures, and consistently within documented service level commitments while taking steps to minimize the likelihood of recurrence.
• Maintain, analyze, and troubleshoot computer hardware, server hardware, network hardware, and software both in person and remotely.
• Implement corrective actions needed to mitigate security risks and vulnerabilities, following established IT policies, procedures, and system controls.
• Review systems for IT-related deficiencies by analyzing and assessing potential issues or risks as part of gap analysis.
• If a service request or incident cannot be handled within time constraints, escalate the matter to the appropriate solution team for resolution.
• Provide appropriate support advice and instruction to Client and/or its representatives, where applicable.
• Utilize the ticketing system to log all issues, requests, and activities, including documentation of special requests and customizations considered important for future support.
• Maintain client and personal ticket queues, adding meaningful updates to open tickets and working within service level targets.
• Partner with other LFS support teams to communicate new solutions, assist support technicians, and ensure adherence to established change management best practices.
• Ensure accuracy and completeness of Client site procedures, support information, and assets in knowledge base.
• Consistently adhere to other recurring Client-specific responsibilities as documented in the knowledge base (e.g., daily duties, weekly duties, monthly duties).
• Facilitate key relationships between Leapfrog stakeholders, Client stakeholders, and vendors.

Key Measures of Success

• Customer satisfaction
• Service quality
• Issue resolution
• Time and ticket management
• Productivity
• Ticket quality
• Attendance and punctuality
• Knowledge management participation
• Client- and site-specific SLA adherence

Requirements

• Self-starter with excellent analytical and problem-solving skills
• Excellent verbal and written communication skills
• Customer-centric attitude and model of company's Frogma values
• Ability to quickly diagnose, organize, and prioritize Client issues and properly manage Client expectations
• Ability to multi-task in a diverse and rapidly changing environment
• Excellent organizational skills and the ability to self-direct on assigned activities
• Working knowledge of PC operations including hardware, operating systems, network printing support and network settings
• Experience providing IT support within a Windows Active Directory environment and operating in the Azure cloud environment
• Ability to safely lift and handle IT equipment (up to 50 pounds)
• Ability to climb ladders
• Ability to work in high spaces, cramped spaces, and/or spaces with no or limited climate control
• Ability to stand, kneel, and/or crouch for long periods of time
• Valid driver's license
• Professional dress code
• Reliable, well-maintained transportation

Preferred Experience & Qualifications

• 2 or more years of PC support, diagnostic/troubleshooting and repair experience
• Previous experience with ticket tracking systems (e.g., ServiceNow, HEAT, ConnectWise)
• Experience in a Client-facing consulting position
• Associate's degree or higher in related field from an accredited institution
• Professional certifications such as:

- CompTIA A+

- CompTIA Network+

- CompTIA Security+

- Microsoft Certified Professional

- Certified Wireless Network Administrator

- Microsoft Azure Foundations AZ-900

PI

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