Onsite IT Service Technician

Organization Summary

SIRKit is a Managed Service Provider (MSP) established in 2007. We deliver efficient service by focusing on documented, repeatable processes and automation. Our work’s efficiency allows us to deliver significant value to our clients while compensating our team fairly. Our clients are accustomed to a friendly, outgoing, and engaging experience, and every person on our team is responsible for maintaining that experience. Our mission is to build long-term relationships, be accountable, and protect our partners.

We expect all our employees to live our values:

• Security First - Protecting you; above everything else.
• Live Honestly - Authentic personalities and honest advice.
• Accountable - We keep our commitments and stand behind our work.
• Kaizen - Dedicated to continuous improvement.
• We F**ing Care - Passionate service that demonstrates commitment to our team, clients, and business partners.

Job Summary

Reporting to the Service Manager, the Onsite IT Service Analyst works onsite at our clients’ location and reacts to their staff experiencing technical problems and will be involved in various activities, including basic and advanced incidents, change requests, and security response. The position is heavily focused on providing exceptional customer care and solving client issues promptly and courteously. Onsite IT Service Analysts work as a member of the service team in a fast-paced environment to ensure that clients’ needs are met promptly and professionally. This position will be on-site at client offices several days a week, with the remaining days working out of the SIRKit office to collaborate with the team.

Job

Responsibilities : Client Contact and Problem Identification

• Answer incoming requests from clients and solve their issues live with a focus on first call resolution
• Maintain a healthy ticket queue and communicate with clients to ensure the issue or request is thoroughly understood and prioritized effectively
• Assess the issue or request presented by the client, identify actual or potential causes, and assist with remediation
• Communicate appropriately with clients and provide valuable updates on their tickets
• Identify trends to mitigate potential widespread issues or prevent rework
• Escalate issues appropriately within the Service Desk team
• Provide feedback to other roles such as the vCIO and Compliance Analysts for areas of improvement in the clients’ strategic plan

Client Assistance/Problem Resolution

• Assist team members with keeping the overall ticket queue healthy and under control
• Prioritize work appropriately based upon urgency, importance, the time required, etc.
• Follow the core ticket procedures to ensure a consistent response is given to each incident
• Add, remove, configure, deploy, and support user accounts, mailboxes, computers, and mobile devices
• Add, remove, configure, deploy, and support servers, networking equipment, and other infrastructure
• Install, configure, and support client-server software for a variety of platforms
• Provide remote and occasional on-site assistance for new equipment
• Diagnose hardware and software issues on a variety of systems
• Perform basic and advanced network and Internet troubleshooting
• Support and assist team members with tickets and changes
• Partake in and assist other team members with after-hours on-call duties
• Complete client maintenance procedures and resulting follow-up tasks promptly
• Maintain a healthy level of communication with clients and colleagues to ensure everyone is kept up to date on the progress of a ticket, even when progress is slow or not ideal
• Follow best practices and implement supportable solutions

General Administration and Other Duties

• Consistently model and promote SIRKit’s Core Values and Mission.
• Deliver relevant training and provide education and support to other team members
• Keep client documentation up to date
• Communicate appropriately and effectively with coworkers, including providing and accepting constructive feedback
• Keep your timesheet up to date by entering time continuously in real-time
• Submit timesheets and expenses on or before the required due dates.
• Coordinate queue coverage for lunch, breaks and on-site visits with the team
• Propose and implement continuous improvement initiatives
• Assist with the planning, design, and implementation of Standard Operating Procedures (SOPs) and policies
• Adhere to SOPs (Standard Operating Procedures) and corporate policies to ensure consistency and maintaining SIRKit’s overall levels of security
• Maintain a clean personal workspace and contribute to shared office tasks
• Document ’tribal knowledge’, where possible

Qualifications/Experience

• 3+ years of experience providing technical support to business customers
• 3+ years of experience supporting desktop and server hardware, including their components, assembly, and troubleshooting
• 3+ years of experience supporting Wind