We are working with an MSP who is urgently hiring for an On-Site engineer to support some of their top clients. The On-Site Technical Engineer is responsible for working independently at a client location (or two client locations) to provide dedicated support. This includes responsibility for most day-to-day technical user requests and tickets for the specified client(s).
This is a PERMANENT position that is ONSITE.
Responsibilities
- Working Monday to Friday, primarily at a specific client location
- Supporting the client by diagnosing, troubleshooting, and resolving intermediate technical issues
- Ticket management and client documentation consistent with processes in our Service Delivery Handbook
- Maintaining to our Service Level Agreement by responding to user requests from clients within a 30-minute timeframe
- Follow up with end users to ensure their technical issues are resolved
- Reaching a goal of 6 billable hours daily or 30 billable hours weekly
- Reaching a goal of 75% utilization on a consistent basis
- Ability to escalate issues to appropriate consultants
- Learning independently about our client’s ever-changing systems
- Traveling to local client locations on a daily or weekly basis, depending on client’s needs
- Act as a mentor to other engineers within the pod
- Collaborate with other service line and departments to ensure an effortless experience for our clients
- Doing what it takes to provide an effortless experience to the end users to build trust and credibility with the client
Required Skills
- The ability to diagnose, troubleshoot, and resolve intermediate technical issues
- The ability to troubleshoot and support Microsoft platforms
- An empathetic approach to solving client problems
- A positive, courteous demeanor
- A passion for solving problems
- Receptive to candid feedback
- Curiosity about technology and motivation to learn independently
- 2+ years’ experience in an IT help desk or desktop support environment
- The ability to own technical complex problems and see them through to resolution
- The ability to work in a directed autonomy environment
