Technician, Site Services

Job Summary:

This role is designated 100% onsite Monday - Friday with an Abacus health care client in the Orlando area. The tech will also support several satellite locations, so access to a reliable source of personal transportation is required. In this role you will be an initial point of contact for resolving or triaging client requests and providing a world class client experience daily.

You will leverage Abacus's resources when appropriate to ensure that more complex client issues are resolved in a timely manner using our standard escalations process. You will be this client's hero!! If this opportunity excites you, we want to talk to you!

Responsibilities (including, but not limited to):

* Deliver an excellent customer experience in all interactions

* Resolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issues

* Troubleshoot and resolve client emergencies with minimal oversight, escalating to senior engineering resources where necessary

* Serve as an escalation point to mentor and coach team members

* Assist clients with the design and implementation, installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking and software

* Work with vendor representatives to resolve software and hardware issues

* Install and/or upgrade Microsoft Windows Server Operating Systems

* Perform advanced virus, malware and ransomware mediation

* Provide professional quality server room cable management

* Responsible for creating and maintaining high quality, detailed documentation

* Resolve backup issues and perform restore testing

* Install, configure, support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environments

* Work with client to harden security posture through policy and advanced technologies according to Abacus' standards and processes

* Communicate with client as required:
Keeping them informed of incident progress, notifying them of impending changes or agreed upon outages

* Accountable for continued customer satisfaction and coordinates all activities with the client, assists with client training while representing Abacus in a professional manner

* Perform on-site technical and customer service support, to include:

* Emergency/unscheduled repairs of clients' on-site technical systems and equipment

* Performs scheduled maintenance and repairs of clients' technical systems and equipment

* Network switch and server room cable management

* Diagnoses, troubleshoots, repairs, and debugs complex technical and computer systems, and software

* Follow standard procedures to isolate and fix problems in malfunctioning equipment or software.

* Performs routine cleanup of client network closets including labeling, removal of unneeded equipment, and updating of documentation

* Demonstrate proficiency in reporting activities, maintaining local spare parts inventories, recording time and travel expense records and client log records

* Exhibit adaptability and is willing to alter shifts and job requirements to meet the needs of clients and Abacus

* Comply with all safety requirements, including but not limited to: completing all required training, following all guidance provided in Abacus policies, procedures, field guidelines, reporting requirements, and technical advisories. Demonstrates a pro-active approach toward safety, health, and quality in compliance with all Company, governmental and customer requirements

* Participate in project planning, solution delivery, mentoring and teaching improved processes to team members

* Follow Abacus's defined processes, policies, service delivery standards

* Must have a valid state driver's license and provide own transportation to client sites.

* Preference will be given to local candidates that live near the client locations / in the communities they serve.

* All other duties assigned

Qualifications and

Education Requirements:

* Associates degree in technology related field OR equivalent combination of education and work experience

* A minimum of 3+ years of experience in IT Support, working in Microsoft Environments

* Preferred certifications:
Network +, Server +, Windows Server 70-410, 98-365 or equivalent

* Complete other technical and professional development as outlined in development plan

* Understanding of Windows 2016/2012/2008 servers, Active Directory, SQL, SharePoint, Exchange Servers, Backup Technologies, Internet/DNS/E-mail/Communication issues

* Knowledge of VMWare, Citrix, VPN and Terminal Services

* Knowledge of VoIP, voicemail, analog, and vendor specific hardware/software

* MSP specific experience strongly desired

* Excellent problem solving and client relationship skills

* Excellent verbal and written communication skills

* Ability to learn and retain new technology skills and troubleshooting processes, team player, maintain calm and present yourself professionally in high stress situations.

Abacus is an equal opportunity…