On-Site Support Technician

ON-SITE SUPPORT TECHNICIAN II ROLE:

As an On-Site Support Technician II, you'll serve as Premier Networx's technical presence at client locations, providing hands-on support, project implementation, hardware deployments, and onsite troubleshooting for issues that cannot be resolved remotely.

This role bridges the gap between the Service Desk and Project Teams by delivering exceptional onsite support while ensuring a seamless client experience. You'll work directly with end users and business leaders, performing installations, resolving escalated technical issues, supporting technology rollouts, and assisting with infrastructure-related projects.

The ideal candidate is comfortable working independently in client environments, possesses strong troubleshooting skills, and enjoys building relationships while delivering outstanding customer service. When not onsite, you'll collaborate with the Service Desk and Project Teams to document work, coordinate activities, and prepare for upcoming client engagements.

You Will Be Most Successful If You've Had Hands-On Experience With:

• At least 2 years of related experience troubleshooting workstations, printers/scanners, mobile devices, line-of-business applications, basic networks, and servers.
• Previous MSP experience highly desired.
• Experience with hardware installation, deployment, and support.
• Experience with backup software and common data protection applications.
• Antivirus deployment, configuration, troubleshooting, and remediation.
• Microsoft Windows Operating Systems (Desktop and Server).
• Microsoft 365 and Office applications.
• Active Directory and user account administration.
• Endpoint deployment and workstation provisioning.
• Basic networking concepts, including switching, Wi-Fi, and connectivity troubleshooting.

Skills and Competencies Needed for Success:

• Strong communication skills, including professional communication with clients, documentation, and end-user training.
• Strong troubleshooting skills, including analyzing, anticipating, and resolving complex technical issues in onsite environments.
• Strong organizational and time management skills with the ability to manage multiple client visits and priorities.
• Self-driven with the ability to work independently while representing Premier Networx professionally at client locations.
• Exceptional customer service and relationship-building skills.

Primary Responsibilities:

• Provide onsite technical support for escalated end-user issues that require hands-on troubleshooting or remediation.
• Install, configure, deploy, and replace desktops, laptops, monitors, printers, scanners, and related peripherals.
• Perform new user workstation deployments, office moves, and technology refresh projects.
• Support client technology projects including hardware upgrades, software rollouts, network equipment replacements, and office relocations.
• Troubleshoot and resolve workstation, printer, mobile device, and line-of-business application issues in person.
• Conduct onsite assessments and identify potential technology concerns, risks, or improvement opportunities.
• Assist with network and infrastructure troubleshooting, including connectivity, wireless, and basic server-related issues.
• Coordinate with vendors during onsite installations, repairs, and technology projects.
• Work closely with Help Desk and Project Teams to ensure smooth communication and issue resolution.
• Provide end-user training and guidance during deployments and support visits.
• Document all work thoroughly within ticketing and documentation systems.
• Escalate advanced infrastructure and complex technical issues to senior engineers when necessary.
• Represent Premier Networx professionally while maintaining strong client relationships and delivering an exceptional client experience.
• Assist with project planning, project execution, and onsite implementation activities.
• Additional duties and responsibilities as assigned by management.

Highly Desired Certifications:

• CompTIA A+
• Network+
• Microsoft Modern Desktop Administrator
• Microsoft 365 Certifications
• Azure Fundamentals (AZ-900)
• Other relevant endpoint, networking, or systems certifications

Other Requirements:

• Regular and reliable attendance at our Augusta office and client locations.
• This position requires frequent travel to client sites throughout the service area.
• Company vehicle provided for most local client site work. Use of a personal vehicle may occasionally be required, with mileage reimbursement provided.
• Ability to transport and install computers, monitors, printers, and other IT equipment.
• Valid driver's license and acceptable driving record required.
• Successful completion of a background check required.