Technician,SiteServices

Job Overview As a Site Services Technician, you will have the opportunity to be an IT superhero, saving the day for our Hedge Fund and Private Equity clients when technical issues arise. As the face of our organization for your primary clients, you will spend your time responding to client issues, collaborating internally and externally to resolve issues, and providing exceptional white glove service to our clients. Your role will be pivotal in ensuring our clients' operations run smoothly, allowing them to focus on their core business objectives and succeed in their endeavors. Responsibilities (including, but not limited to the following): Provide best in class technical support to our clients via on-site visits throughout the work week, resolving assigned tickets Answer inbound phone, email, chat, and remote support requests and triage issues to the appropriate department or technician for timely resolution when not assigned to an onsite visit Support all workstations, printers and peripherals for clients Communicate with clients and colleagues early and often Record all work via time entries in our ticketing system (ServiceNow) in a timely manner Actively manage all tickets in your queue by ensuring all notes and statuses are up to date Troubleshoot client issues and document all steps up to resolution in ticketing system Self-manage distributed workload and actively address on-going tickets Establish a Primary and/or Secondary onsite relationship with your assigned clients Home visits to set-up or troubleshoot client equipment when necessary Provide analysis and input in a team environment Must be able to multi-task client issues when applicable Document technical issues and take ownership of escalating issues to the appropriate resource Basic network troubleshooting, including collaboration with Network Services to replace network hardware and troubleshoot common network issues. Must meet the minimum standard for personal key performance indicators and contribu