Abacus Sr Technician, Site Services provides onsite technical support and resolves client issues for a healthcare client in Boston, MA. This role involves troubleshooting, installation, configuration, and mentoring junior technicians.
Responsibilities
Role and Responsibilities
Deliver an excellent customer experience in all interactions
Resolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issues
Troubleshoot and resolve client emergencies with minimal oversight, escalating to senior engineering resources where necessary
Serve as an escalation point to mentor and coach Technicians and Level One team members
Assist clients with the design and implementation, installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking and software
Work with vendor representatives to resolve software and hardware issues
Install and/or upgrade Microsoft Windows Server Operating Systems
Perform advanced virus, malware and ransomware mediation
Provide professional quality server room cable management
Responsible for creating and maintaining high quality, detailed documentation
Resolve backup issues and perform restore testing
Qualification
Preferred certificationsKnowledge of VMWareKnowledge of VoIP
Required
Associates degree in technology related field OR equivalent combination of education and work experience
A minimum of 3+ years of as an IT Support Engineer or similar role, working in Microsoft Environments
Preferred certifications: Network +, Server +, Windows Server 70-410, 98-365 or equivalent
Complete other technical and professional development as outlined in development plan
Understanding of Windows 2016/2012/2008 servers, Active Directory, SQL, Sharepoint, Exchange Servers, Backup Technologies, Internet/DNS/E-mail/Communication issues
Knowledge of VMWare, Citrix, VPN and Terminal Services
Knowledge of VoIP, voicemail, analog, and vendor specific hardware/software
MSP specific experience strongly desired
Excellent problem solving and client relationship skills
Excellent verbal and written communication skills
Ability to learn and retain new technology skills and troubleshooting processes, team player, maintain calm and present yourself professionally in high stress situations.
Abacus is an equal opportunity employer and complies with all Federal and State laws, regulations, executive orders, and mandates.
