Onsite Support Engineer

Overview:
As an Onsite Support Engineer (Site Services Technician is the internal title), you will have the opportunity to be an IT superhero, saving the day for a dedicated Hedge Fund client based in Fort Worth when technical issues arise. As the face of our organization for the client, you will spend your time responding to client issues, collaborating internally and externally to resolve issues, and providing exceptional white glove service to the client. Your role will be pivotal in ensuring the client’s operations run smoothly, allowing them to focus on their core business objectives and succeed in their endeavors.

Job Description: 

• Provide best-in-class technical support to a dedicated client, resolving assigned tickets.

• Answer inbound phone, email, chat, and remote support requests, triaging issues to the appropriate department or technician for timely resolution when not assigned to an onsite visit.

• Support workstations, printers, and peripherals.

• Communicate with the client and colleagues early and often.

• Record work and time entries promptly in ServiceNow.

• Actively manage your ticket queue, keeping notes and statuses current and documenting troubleshooting steps through resolution.

• Independently manage your workload, prioritize competing client issues, and proactively address ongoing tickets.

• Conduct home visits to set up or troubleshoot client equipment when necessary.

• Contribute analysis and input in a collaborative team environment.

• Take ownership of technical issues and escalate to the appropriate resource when additional expertise is required.

• Perform basic network troubleshooting and collaborate with Network Services to replace network hardware and resolve common network issues.

• Meet individual performance standards and contribute to team goals.

• Manage key aspects of the employee technology lifecycle, including onboarding and offboarding, workstation and peripheral setup, asset management, and audiovisual and conference room technology.

• Independently troubleshoot complex issues across endpoints, applications, and network layers, documenting findings and maintaining ownership through resolution.

• Remain flexible regarding duties and working hours.

• Lift equipment weighing more than 50 pounds.

Knowledge, Skills, and Abilities

• Fundamental knowledge of client/server environments, Active Directory, and operating system technologies to identify and resolve client computer issues.

• Knowledge of Duo Security and other two-factor authentication applications.

• Microsoft Exchange Online administration.

• Familiarity with Microsoft Entra ID and the Office 365 admin portal.

• Knowledge of Citrix XenApp, including publishing and managing applications and removing hung sessions.

• Familiarity with Citrix Director and Citrix Studio is a plus.

• Knowledge of mobile device management technologies, including Microsoft Intune and XenMobile.

• Understanding of networking concepts and troubleshooting DNS, DHCP, and TCP/IP issues.

• Knowledge of VMware vSphere and virtual server administration, including:

  • Disk remediation and increasing RAM and CPU resources.

  • Managing and viewing Group Policy Objects (GPOs).

  • Troubleshooting server performance.

  • Configuring and managing server roles.

  • Installing, configuring, and managing print queues.

• Ability to manage and troubleshoot hardware, including video cards, USB devices, peripherals, and drivers.

• Ability to troubleshoot Microsoft Intune and other mobile device management technologies.

Attributes That Drive Success

• Self-motivated, detail-oriented, and organized.

• Excellent verbal and written communication, collaboration, organizational, and presentation skills.

• Ability to work independently and efficiently to meet deadlines.

• Ability to assess and prioritize work in a fast-paced environment.

• Ability to coordinate resources across teams and organizational levels.