Network Technician

IT Solutions Technician
An IT Solutions technician provides on-site technical support to our clients. They are responsible for maintaining and repairing computer systems and networks, as well as providing technical assistance to customers. Traveling onsite as needed to perform work.

Some of the key roles of an onsite IT technician include:

• Installing, configuring, and upgrading hardware and software systems.
• Troubleshooting hardware and software issues and resolving them in a timely manner.
• Maintaining and updating network systems, ensuring that they are secure and operating efficiently.
• Providing technical support to users, including answering questions and resolving problems related to hardware and software.
• Collaborating with other IT staff to plan and implement network projects.
• Keeping up-to-date with the latest developments in IT technology, and making recommendations for upgrades or new systems as necessary.
• Maintaining accurate records of hardware and software systems, and documenting any issues or problems encountered.
• Participating in on-call support rotations, providing after-hours support as needed.

The ideal candidate for this role have a strong technical background, excellent problem-solving skills, and good communication and customer service skills. They should be able to work independently and as part of a team, and be able to prioritize and manage multiple tasks effectively. They must practice excellent customer service skills, as they will be interacting with clients and users on a daily basis.
Responsibilities

Be a Billable Resource

• Maintain an average of at least 100 billable hours a month.
• Make sure work is completed to customers satisfaction with the agreed scope of work.
• Avoid creating rework.
• Complete, Document and log all time so it can be billed.

Communication

• Build and maintain positive relationships with clients and team members.
• Participating in team meetings and contributing to project planning and strategy discussions.
• Communicate directly with customer via tickets, email, phone call or in person
• Communicate daily plans to helpdesk tech
• Respond to tickets, emails and calls in a timely manner

Onsite Support

• Coordinate: schedule, obtain permission and site access with customer and helpdesk
• Preparation: Reviewing the service request, preparing any necessary tools and equipment, and ensuring that all necessary tools and parts are available.
• Arrival: Arriving at the customer's site on time, check in to the customer, and verifying the scope of the service request.
• Work: Such as troubleshooting user issues, Install & configure IT equipment, Run communication cabling both inside & outside the building, mount APs, cameras & display
• Depart: Verify scope of work is completed to satisfaction, communicate future scheduling

Troubleshoot User issues.

• Understanding the problem: Reading the ticket and any associated documentation to understand the issue that the end-user is experiencing.
• Gathering information: Asking the end-user for additional information, such as system logs, screen shots, or error messages, that may be helpful in resolving the issue.
• Troubleshooting: Using a variety of tools and techniques to diagnose and troubleshoot the problem. This may include researching the issue, running diagnostic tests, or consulting with other IT staff.
• Resolving the issue: Taking the necessary steps to resolve the problem, such as configuring settings, installing software, or replacing hardware components.
• Documentation: Documenting the steps taken to resolve the issue, including any resolutions or workarounds that were implemented.
• Communication: Keeping the end-user informed of progress and updating the ticket with any relevant information.
• Escalation: Escalating the issue to a higher-level technician or supervisor if it cannot be resolved and providing the necessary information to support the escalation.
• Closure: Closing the ticket once the issue has been resolved or the end-user has confirmed that the issue has been resolved to their satisfaction.
• Follow-up: Following up with the end-user after the ticket has been closed to ensure that the issue has been resolved and that they are satisfied with the support they received.

On-Call/ Afterhours

• Participate in on call schedule.
• Review tickets as they are entered in and respond as needed
• Review alerts from monitoring systems and respond as needed.
• Provide afterhours support as required by customers or projects.
• Provide information and insight to fellow techs.

Projects

• Delivering high-quality work products, such as reports, presentations, and technical documentation.
• Meeting project timelines and deadlines, and effectively communicating project status to stakeholders.
• Managing multiple projects and prioritizing tasks to meet competing demands.
• Managing project budgets and resources, including the allocation of time and materials.
• Identifying and mitigating risks, and developing contingency plans as needed.
• Close out projects with professional documentation, making sure relevant information is saved in the network drive, monitoring map, and password manager.

Learning

• Meet the challenge of learning new technologies as required by our customers.
• Learn new technologies independently using things such as self-paced training materials, user guide, release notes, online articles, and lab configurations.
• Continuously learning and staying current with industry developments and best practices.
• Providing thought leadership and subject matter expertise and sharing knowledge with team members.
• Participating in performance evaluations and continuous improvement efforts and striving to exceed performance goals.

Job Type: Full-time

Pay: $20.00 - $30.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Flexible schedule
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Experience:

• IT Support: 1 year (Preferred)

Work Location: On the road

Salary : $20 - $30