Overview
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!
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
- 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).