On-Site IT Support Technician

Job Description:The Field Technician is responsible for onsite service and support needs for our customers. This relates to alltechnology, including: workstations, servers, printers, networks, and vendor specific hardware and software.Basic Functions:• IT support relating to technical issues involving Microsoft's core business applications, as well as virtualenvironments built on Citrix, Microsoft, and VMware.• Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.• Implement and support disaster recovery solutions.• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, andsecurity.• Remote access solution implementation and support: VPN, Terminal Services, and Citrix.• System documentation to include system reviews and recommendations.• Communication with customers as required: keeping them informed of incident progress, notifying them ofimpending changes, or agreed outages.Additional Duties and Responsibilities:• Improve customer service, perception, and satisfaction.• Ability to work in a team and communicate effectively.• Escalate service issues that cannot be completed within agreed service levels.• Communicate to customers: keeping them informed of progress, notifying them of impending changes,agreed outages, etc.• Maintain specific knowledge of the customer and how IT relates to their business strategy and goals.• Develop in-depth knowledge of the service catalog and how it relates to customer's needs.• Document internal processes and procedures related to duties and responsibilities.• Responsible for entering time and expenses in ConnectWise as they occur.• Work through a daily schedule in ConnectWise that has been established through the dispatch• process.• Understand processes in ConnectWise by completing assigned training materials and blueprints on theConnectWise University.• Enter all work as service tickets in ConnectWise.• Review IT publications and online materials to remain up-to-date with current and future technologiesemerging in the industry IT Services and IT Consulting