Sr. Technician, Site Services

<p><strong><u>Overview<br></u></strong>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.</p>
<p>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!</p>
<p><strong><u>Role and Responsibilities</u></strong></p>
<ul>
<li>Deliver an excellent customer experience in all interactions</li>
<li>Resolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issues</li>
<li>Troubleshoot and resolve client emergencies with minimal oversight, escalating to senior engineering resources where necessary</li>
<li>Serve as an escalation point to mentor and coach Technicians and Level One team members</li>
<li>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</li>
<li>Work with vendor representatives to resolve software and hardware issues</li>
<li>Install and/or upgrade Microsoft Windows Server Operating Systems</li>
<li>Perform advanced virus, malware and ransomware mediation</li>
<li>Provide professional quality server room cable management</li>
<li>Responsible for creating and maintaining high quality, detailed documentation</li>
<li>Resolve backup issues and perform restore testing</li>
<li>Install, configure, support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environments</li>
<li>Work with client to harden security posture through policy and advanced technologies according to Medicus IT standards and processes</li>
<li>Communicate with client as required:  Keeping them informed of incident progress, notifying them of impending changes or agreed upon outages</li>
<li>Accountable for continued customer satisfaction and coordinates all activities with the client, assists with client training while representing Abacus in a professional manner</li>
<li>Perform on-site technical and customer service support, to include:
<ul>
<li>Emergency/unscheduled repairs of clients’ on-site technical systems and equipment</li>
<li>Performs scheduled maintenance and repairs of clients’ technical systems and equipment</li>
<li>Network switch and server room cable management</li>
<li>Diagnoses, troubleshoots, repairs, and debugs complex technical and computer systems, and software</li>
<li>Follow standard procedures to isolate and fix problems in malfunctioning equipment or software.</li>
<li>Performs routine cleanup of client network closets including labeling, removal of unneeded equipment, and updating of documentation</li>
</ul>
</li>
<li>Demonstrate proficiency in reporting activities, maintaining local spare parts inventories, recording time and travel expense records and client log records</li>
<li>Exhibit adaptability and is willing to alter shifts and job requirements to meet the needs of clients and Abacus</li>
<li>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</li>
<li>Participate in project planning, solution delivery, mentoring and teaching improved processes to team members</li>
<li>Follow Abacus’s defined processes, policies, service delivery standards</li>
<li>Must have a valid state driver’s license and provide own transportation to client sites.</li>
<li>Preference will be given to local candidates that live near the client locations / in the communities they serve.</li>
<li>All other duties assigned</li>
</ul>
<p><strong><u>Qualifications and Education Requirements</u></strong></p>
<ul>
<li>Associates degree in technology related field OR equivalent combination of education and work experience</li>
<li>A minimum of 3+ years of as an IT Support Engineer or similar role, working in Microsoft Environments</li>
<li>Preferred certifications:  Network +, Server +, Windows Server 70-410, 98-365 or equivalent</li>
<li>Complete other technical and professional development as outlined in development plan</li>
<li>Understanding of Windows 2016/2012/2008 servers, Active Directory, SQL, Sharepoint, Exchange Servers, Backup Technologies, Internet/DNS/E-mail/Communication issues</li>
<li>Knowledge of VMWare, Citrix, VPN and Terminal Services</li>
<li>Knowledge of VoIP, voicemail, analog, and vendor specific hardware/software</li>
<li>MSP specific experience strongly desired</li>
<li>Excellent problem solving and client relationship skills</li>
<li>Excellent verbal and written communication skills</li>
<li>Ability to learn and retain new technology skills and troubleshooting processes, team player, maintain calm and present yourself professionally in high stress situations.</li>
</ul>
<p><em>Abacus is an equal opportunity employer and complies with all Federal and State laws, regulations, executive orders, and mandates.</em></p>
<p><strong>To protect their employees and immunocompromised patients, our clients may have vaccination requirements for onsite roles (annual flu, Covid, or others).</strong></p>