On Site Technical Support Technician

We are seeking an On Site Technical Support Technician to provide onsite service and support for our customers’ workstations, servers, printers, networks, and vendor‑specific hardware and software. This role owns the client’s technical environment and is responsible for maintaining client satisfaction, ensuring technology functions properly, and coordinating with BTA to implement business goals.

• Provide IT support for maintenance of the client’s physical network, including verification and currency of centralized services (backups, AV, malware, patching).
• Develop and deploy proactive onsite services to reduce the need for reactive support.
• Act as onsite technical support for user issues, including allocating and maintaining loaner equipment.
• Perform regular onsite staging and repair services.
• Follow tickets through to completion, taking accountability for any deficiency.
• Collaborate with peers to solve client issues in a timely manner.

Customer Communication (20%)

• Act as primary contact for issues escalated to the support center.
• Ensure all issues are followed up on.
• Improve overall customer experience for clients.
• Measure and gauge client satisfaction.

Ticket Documentation (15%)

• Document system reviews, recommendations, and internal processes.
• Maintain accurate and detailed ticket notes.

• Professional IT certifications such as Microsoft MCP, MCSA, or MCSE;
  Citrix CCEA or CCIA;
  Astaro CSSA;
  Cisco CCNA; or VMware VCP.
• Strong interpersonal and communication skills, including telephony, active listening, and customer‑care.
• Diagnostic skills for technical issues.
• Technical awareness to match resources to issues appropriately.
• Understanding of key IT services and support tools.
• Typing proficiency for quick and accurate entry of service request details.
• Self‑motivated and able to work in a fast‑moving environment.