Sr Technician, Site Services
About The Position
The Sr Site Services Technician works 100% onsite with an Abacus healthcare client in the Boston, Massachusetts area and supports several satellite locations. The technician is an initial point of contact for client requests, delivering a high-quality client experience while resolving or triaging issues and using Abacus resources and escalation processes for more complex matters. Reliable personal transportation and a valid state driver’s license are required to travel to client sites. The role provides advanced onsite technical and customer-service support across desktop and mobile devices, peripherals, telephony, servers, storage, networking, software, and virtual environments. The technician handles scheduled maintenance and emergency repairs, diagnoses and resolves complex issues, supports server and network infrastructure, maintains detailed documentation, and works with vendors and client contacts. The position also serves as an escalation resource and mentor for technicians and Level One team members, participates in project planning and solution delivery, and helps improve team processes. The technician is expected to follow Abacus processes, policies, service-delivery standards, and safety requirements; communicate incident progress and planned changes to clients; and maintain professionalism, adaptability, and a proactive approach to safety, health, and quality. Other duties may be assigned.
Requirements
- Associate degree in a technology-related field or an equivalent combination of education and work experience.
- At least 3 years of experience as an IT Support Engineer or in a similar role working in Microsoft environments.
- Understanding of Windows Server 2016, 2012, and 2008; Active Directory; SQL; SharePoint; Exchange Servers; backup technologies; and internet, DNS, email, and communication issues.
- Knowledge of VMware, Citrix, VPN, and Terminal Services.
- Knowledge of VoIP, voicemail, analog systems, and vendor-specific hardware and software.
- Excellent problem-solving and client-relationship skills.
- Excellent verbal and written communication skills.
- Ability to learn and retain new technology skills and troubleshooting processes, work as a team player, and remain calm and professional in high-stress situations.
- Valid state driver’s license and personal transportation to client sites.
Nice To Haves
- Network+, Server+, Windows Server 70-410, 98-365, or equivalent certifications.
- Managed service provider (MSP) experience.
- Living near the client locations or in the communities served.
Responsibilities
- Deliver an excellent customer experience in all interactions.
- Resolve new and escalated service tickets; guide or personally resolve aging and complex issues.
- Troubleshoot and resolve client emergencies with minimal oversight, escalating to senior engineering resources when necessary.
- Serve as an escalation point and mentor and coach technicians and Level One team members.
- Assist clients with the design, 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 upgrade Microsoft Windows Server operating systems.
- Perform advanced virus, malware, and ransomware mediation.
- Provide professional-quality server-room cable management.
- Create and maintain detailed documentation.
- Resolve backup issues and perform restore testing.
- Install, configure, and support complex high-availability virtual environments in VMware ESXi and Hyper-V.
- Work with clients to strengthen security posture through policies and advanced technologies according to Medicus IT standards and processes.
- Keep clients informed about incident progress and notify them of impending changes or agreed outages.
- Coordinate activities with clients, support continued customer satisfaction, assist with client training, and represent Abacus professionally.
- Perform onsite technical and customer-service support, including emergency and scheduled repairs and maintenance of client systems and equipment.
- Diagnose, troubleshoot, repair, and debug complex technical and computer systems and software; follow standard procedures to isolate and fix problems.
- Perform routine cleanup of client network closets, including labeling, removing unneeded equipment, and updating documentation.
- Report activities; maintain local spare-parts inventories; and record time, travel expenses, and client logs.
- Adapt shifts and job requirements to meet client and Abacus needs.
- Comply with safety requirements, complete required training, follow company guidance and procedures, and proactively support safety, health, and quality requirements.
- Participate in project planning and solution delivery, and mentor and teach improved processes to team members.
- Follow Abacus-defined processes, policies, and service-delivery standards.
- Travel to client sites using personal transportation and maintain a valid state driver’s license.
- Perform other assigned duties.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
