Path Forward
Role Purpose:
Onsite Support Engineer I provides technical support in person/onsite or by phone as assigned. The role is responsible for following the documented procedures for support, monitoring the ticket gateway, and maintaining ticket SLA.
Responsibilities All time is documented daily (activities, projects, tickets) in the moment of doing said task in the ticketing system In progress tickets should be handed off and documented before the end of shift Monitor the ticket gateway and designated queues Escalate issues as documented in IT Glue Document new customer findings by creating or updating articles in IT Glue Communicate with vendor(s) to resolve outage issues Building client rapport during onsite assignments (via in person troubleshooting for relevant issues, site walk throughs, face time, etc.) 100% client assigned location(s), commuting and/or walking to and from client buildings as required based on service requests Expectations
Maintain established ticket SLAs as defined by Manager Maintain established CSAT score as defined by Manager Timesheet for current week submitted by end of shift Friday Work and document established billable hours each week Available for on-call when scheduled Annual goals and objectives as set in HRIS (Human Resources Information System) and reviewed quarterly Requirements
Technical Proficiencies
Ticketing software - Incident management and allocating time to tickets being worked Remoting into systems, push approved scripts and run action creations Active Directory - Basic knowledge of security groups, group policy fundamentals, and how domain controllers work Virtualization - Basic knowledge of VMware/Hyper-V for user incident support Microsoft Windows/Servers - Basic knowledge of MS Windows, differentiate between physical/virtual servers, knowledge in patching and maintenance Networking - Basic knowledge of network troubleshooting skills, DHCP & DNS, understanding of ping, mslookup, traceroute Software as assigned
Onsite Support Engineer I provides technical support in person/onsite or by phone as assigned. The role is responsible for following the documented procedures for support, monitoring the ticket gateway, and maintaining ticket SLA.
Responsibilities All time is documented daily (activities, projects, tickets) in the moment of doing said task in the ticketing system In progress tickets should be handed off and documented before the end of shift Monitor the ticket gateway and designated queues Escalate issues as documented in IT Glue Document new customer findings by creating or updating articles in IT Glue Communicate with vendor(s) to resolve outage issues Building client rapport during onsite assignments (via in person troubleshooting for relevant issues, site walk throughs, face time, etc.) 100% client assigned location(s), commuting and/or walking to and from client buildings as required based on service requests Expectations
Maintain established ticket SLAs as defined by Manager Maintain established CSAT score as defined by Manager Timesheet for current week submitted by end of shift Friday Work and document established billable hours each week Available for on-call when scheduled Annual goals and objectives as set in HRIS (Human Resources Information System) and reviewed quarterly Requirements
Technical Proficiencies
Ticketing software - Incident management and allocating time to tickets being worked Remoting into systems, push approved scripts and run action creations Active Directory - Basic knowledge of security groups, group policy fundamentals, and how domain controllers work Virtualization - Basic knowledge of VMware/Hyper-V for user incident support Microsoft Windows/Servers - Basic knowledge of MS Windows, differentiate between physical/virtual servers, knowledge in patching and maintenance Networking - Basic knowledge of network troubleshooting skills, DHCP & DNS, understanding of ping, mslookup, traceroute Software as assigned