Onsite Support Technician L2

At True North ITG, Inc., we’re more than just passionate about IT, we’re committed to redefining customer experiences through relentless innovation. As a premier Managed Services Provider (MSP), we leverage technology to optimize and streamline IT operations, ensuring they’re smarter, more seamless and highly efficient for our clients.

Are you passionate about delivering exceptional IT support and solving technical challenges on the front lines? We’re looking for a skilled Onsite Support Technician (Level 2) to join our dynamic MSP team! In this role, you’ll provide hands-on technical support, troubleshoot complex issues, and ensure our clients’ IT systems run smoothly. If you thrive in a fast-paced environment, enjoy working directly with clients, and are eager to grow your skills with a team of dedicated professionals, we’d love to hear from you!

GENERAL SUMMARY:

The Onsite Support Technician is responsible for the analysis and alignment of customer IT infrastructures with our company’s defined best practices. This person represents the front line of the service arm, is fanatical about excellent customer service, and is passionate about solving business problems with technology. 

The Onsite Support Technician will install and maintain computer systems and networks aiming for the highest functionality helping our clients achieve and maintain their IT infrastructure needs. This position involves using both technical skills and business acumen in support of our client’s systems as well as other technical requests from management. She/He will work at the client site and is responsible for working closely with the client and cross-functional support teams to manage and maintain the local and wide area network technology used by our clients and everything in between. 

The position requires some network administration skills, in-depth workstation knowledge, and management for Windows operating systems. The goal is to build, maintain and improve the efficiency of systems and networks to optimize the role of technology in business sustainability. This requires focus and attention to detail, business intuition, excellent verbal and written skills, and the ability to professionally present ideas to all levels of the corporate structure. 

Essential Duties and Responsibilities:

• Set up workstations with computers and necessary peripheral devices (routers, printers, etc.)
• Check computer hardware (HDD, mouse, keyboards, etc.) to ensure the functionality
• Minimize reactive issues through understanding and accurately applying existing proactive services
• Drive the technical relationship with the client
• Collaborate with vCIO, Customer Experience, and Service Team to ensure excellent customer service is being delivered
• Install and configure appropriate software and functions according to specifications
• Develop and maintain local networks in ways that optimize performance
• Ensure security and privacy of networks and computer systems
• Provide orientation and guidance to users on how to operate new software and computer equipment
• Troubleshooting multi-site Active Directory environments
• Troubleshooting Microsoft Exchange 2012/2016/2019/2022 environments
• Examine IP Telephony related problems, install and align IP Telephony devices connected to the servers
• Workstation management and troubleshooting
• Organize and schedule upgrades and maintenance without deterring others from completing their work
• Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging, etc.)
• Maintain records/logs of repairs and fixes and maintenance schedule
• Identify computer or network equipment shortages and place orders
• Improve customer service, perception, and satisfaction
• Escalate service issues that cannot be completed within agreed-upon service levels
• Document internal processes and procedures related to duties and responsibilities
• Responsible for diligently entering all time and expenses in the ticketing system as they occur

 Knowledge, Skills, and/or Abilities Required:

• Degree in Computer Science, related field, or equivalent on-the-job work experience
• 3 years in the technology field
• Proven experience as IT Technician or related position
• Outstanding organizational and time-management skills
• In-depth understanding of diverse computer systems and networks
• Good knowledge of Internet security and data privacy principles
• Exceptional communication skills
• Excellent troubleshooting skills
• Ability to adapt to changes quickly
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Self-motivated with the ability to work in a fast-moving environment
• The willingness to generate and maintain clear technical documentation and records
• The ability to lift 50 pounds
• The capacity to learn existing and emerging technologies
• The ability to provide technical support and problem resolution for unfamiliar software and hardware
• Familiarity with ticketing systems or professional service automation tools
• A reliable vehicle to travel locally to client sites
• Must pass a background check

 Preferred experience

• Degree in Computer Science, or a related field
• Healthcare IT experience
• CCNA - networking level
• Citrix
• Professional IT Certifications, such as MCSA, or MCSE, Citrix CCEA or CCIA, Cisco CCNA, CCNP, CCIE, or VMware VCP