Onsite Technical Support Engineer

Job Summary:
As a member of the Onsite Support team, the Technician is the site custodian for all IT matters and will take full ownership to resolve directly or coordinate the resolution for end-user and site technical issues. The Onsite Support Technician also enforces (Group IT's) policies and procedures and must attend the assigned site daily.

Essential Responsibilities and Duties:
Must be present at assigned location daily during business hours (except with Manager approval). The role cannot be fulfilled remotely.
Work in flexible shifts with a 2-3 hour start and end time frame when needed
Provides priority support to VP level users
Provides second-line investigation and diagnosis
Resolves and closes incidents/service requests as per help desk procedures & allocated timelines
Escalates unresolved incidents/service requests within agreed timescales
Logs all relevant incident, service request, and asset details per help desk procedures
Communicates with the leads and managers regarding incident progress
Ensures tickets are always updated until issues are resolved
Complies with global IT policies
Liaises with IT support groups and 3rd party providers when necessary
Performs installation, personalization, and staging of PCs
Performs IMAC (Install, Move, Add and Change)
Conducts hardware and software maintenance and support
Manage onsite New Hire Onboarding (where needed)
Supports various ad-hoc initiatives/projects/audits and asset inventory
Provides Onsite Support for all IT related incidents
Coordinates with Provisioning and Depot for hardware repair and swaps
Assists with Security Officer on IT security issues and Audits
Assists local Server Team when server maintenance is required
Creates/maintains process documentation where required
Provides Special Events coverage pre/post regular work hours
Local network support and/or assists Group Network team
Hardware/software setup, installation, configuration, upgrades, monitoring, and troubleshooting

Key Competencies: (working / support knowledge of)
Windows and Mac OS support
Android\IOS mobile device support
Computer and networking hardware support
Strong Troubleshooting Skills
Solid understanding of the IT Service Management concepts such as SLA, OLA, MTTR, ITIL
Audio Visual equipment including Polycom, Cisco, MS Surface Hub, and other presentation technologies
Experience in handling tickets within Ticket Management and Asset Management Systems, such as BMC Remedy / HP IT Service Manager / Service Now
Take complete ownership of the tasks at hand and adhere to agreed timelines

Qualifications:
Minimum Education: 2-year Degree in Computer Sciences or relevant field
3-5 years direct work experience preferred

Behavior:
Fluent in English (spoken and written)
Willingness to work flexible hours and travel when needed
Initiative
Ability to write technical support documentation a plus
Excellent customer interface skills
Good interpersonal communication skills
Understanding of customer satisfaction principles and practices
Team player
Ability to work under pressure
Good organizational and time management skills
Good analytical and problem-solving skills
Maintains strong attention to detail in high-pressure situations
Strong communications skills, both written and oral