Sr. Technician, Site Services

Role Summary

This role is designated 100% onsite with an Abacus health care client in the Athens, GA area. The tech will also support several satellite locations, so access to a reliable source of personal transportation is required.

In this role you will be an initial point of contact for resolving or triaging client requests and providing a world class client experience daily. You will leverage Abacus' resources when appropriate to ensure that more complex client issues are resolved in a timely manner using our standard escalations process. You will be this client's hero!! If this opportunity excites you, we want to talk to you!

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
• Install, configure, support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environments
• Work with client to harden security posture through policy and advanced technologies according to Medicus IT standards and processes
• Communicate with client as required: Keeping them informed of incident progress, notifying them of impending changes or agreed upon outages
• Accountable for continued customer satisfaction and coordinates all activities with the client, assists with client training while representing Abacus in a professional manner
• Perform on-site technical and customer service support, to include:
• Emergency/unscheduled repairs of clients’ on-site technical systems and equipment
• Performs scheduled maintenance and repairs of clients’ technical systems and equipment
• Network switch and server room cable management
• Diagnoses, troubleshoots, repairs, and debugs complex technical and computer systems, and software
• Follow standard procedures to isolate and fix problems in malfunctioning equipment or software.
• Performs routine cleanup of client network closets including labeling, removal of unneeded equipment, and updating of documentation
• Demonstrate proficiency in reporting activities, maintaining local spare parts inventories, recording time and travel expense records and client log records
• Exhibit adaptability and is willing to alter shifts and job requirements to meet the needs of clients and Abacus
• Comply with all safety requirements, including but not limited to: completing all required training, following all guidance provided in Abacus policies, procedures, field guidelines, reporting requirements, and technical advisories. Demonstrates a pro-active approach toward safety, health, and quality in compliance with all Company, governmental and customer requirements
• Participate in project planning, solution delivery, mentoring and teaching improved processes to team members
• Follow Abacus’s defined processes, policies, service delivery standards
• Must have a valid state driver’s license and provide own transportation to client sites.
• Preference will be given to local candidates that live near the client locations / in the communities they serve.
• All other duties assigned

Qualifications and Education Requirements

• 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.
• To protect their employees and immunocompromised patients, our clients may have vaccination requirements for onsite roles (annual flu, Covid, or others).