What are the responsibilities and job description for the Sr. Onsite Technical Support position at F2Onsite?
Senior Onsite Technical Support Engineer - Contract to Hire
Onsite VIP-Lead Support - Andover, MA
Onsite VIP-Lead Support - Andover, MA
- 8 years of experience in Advanced Technical Support.
- 4 years as a Technical Support Lead
- 40 hrs per week
- Provide white-glove hands-on or remote support to high level executive employees
- Take complete ownership that results in successful and timely resolution of all VIP
- support requests and incidents
- Escalation points for a team of support resources
- Provide day-to-day VIP assistance for IT issues, solve problems, answer questions, and
- explain/demonstrate new IT solutions delivered by Enel
- Provide expert knowledge and support in MacOS, Windows 10 & Windows 11 OS
- configuration and support, Office 365 (including Exchange, SharePoint, Teams), Outlook,
- Excel, Word, Visio, and PowerPoint
- Document, maintain, upgrade, or replace hardware.
- Supports, user account information including rights, security, and systems groups.
- Software installs via Software Center, reimaging, and configurations.
- Perform general preventative maintenance tasks on computers, laptops, printers, and
- any other authorized peripheral equipment, etc.
- Perform work in compliance within specified manufacturer warranty requirements and
- schedule manufacturer warranty repairs on-site or remote
- Troubleshoot and restore to service any personal computers (PC), MACs, notebooks or
- any other equipment that has authorized access to the network.
- Engage vendor support contacts to resolve technical issues within the desktop
- environment.
- Promptly escalate issues after exhausting all resources, according to internal process
- Provide training to end users on how to operate equipment as requested.
- Ensure service delivery in accordance with established service level agreements (SLAs)
- and Key performance Indicators (KPI)
- Learn, remain current and follow all processes that are documented for support.
- Document work in detail via Service Now tickets in a timely manner
- Document new fixes and procedures
- Availability to perform Walk-up Support
- Coach and mentor others on the team as needed
- 8 years of experience in Advanced Technical Support.
- 4 years as a Technical Support Lead
- Excellent ability to decipher technical IT information and clarify it for senior employees
- Experience supporting Windows 10,11, Android, iOS/iPad with the ability to troubleshoot
- "on the fly”
- Proven strengths in technical capability, professionalism, communication, attention to
- detail, deadlines
- Strong MAC OS experience
- PowerShell
- Experience with GPO troubleshooting, logs and command line functions.
- Strong Network troubleshooting skills
- Experience with iPhones, iPads, MacBooks, and common apps for both PC and Apple
- products.
- Basic Directory Service administration (Active Directory, Azure AD)
- Experience with the use of Intune and how Intune functions.
- Experience resolving technical issues with AV system components in conference rooms.
- Experience with working based on knowledge articles (KBAs)
- Ability to operate in a team and/or individual environment.
- Experience with Service Now ticketing and Asset Management workflow.
- Superior communication skills, written and verbal.
- CompTIA A
- Networking
- Cloud
- Microsoft 365 Fundamentals
- Familiar with ITIL Foundation processes
- SCCM and Intune
- Leadership ability
- Self-confident self-starter with rock star analytical and problem-solving
- All candidates are encouraged to apply, but many positions require a strict drug and background check by our customers.
- F2OnSite supports and adheres to all state laws regarding background checks.
- This position requires specific work hours to be adhered to. Typically the work hours are not flexible, so you must be able available to work during those hours.
