Onsite Technical Support

Position Summary

The role of the On-Site Support Professional is to provide a high level of on-site support to our clients as defined by our service metrics and client service standards as well as to implement our company way of providing support and immediately resolving client issues.

You are the first line of client interaction by phone, email and or portal.

Client impression and satisfaction is of the utmost importance.

The On-Site Support Professional is responsible for providing reactive support for the business technology used by our clients.

On-Site Support Professionals provide both onsite and remote support to client end users.

A phone response to clients to manage expectations for service is required as a part of the OSP process.

The Field Support Professional must always mirror the client sense of urgency, and work with the client in a friendly and professional manner.

Position Responsibilities
Active communication with our Client Care Advisor to understand the business impact of service requests for our client’s business technology.
Work with our Client Care Advisor to ensure teamwork, client expectations are managed and awesome service is delivered to our clients.
Provide reactive client service and IT support to our clients’ end users and business technologies.
Identify root cause of IT issues and work diligently to research and solve IT issues at the core when necessary, to eliminate recurring IT issues.
Work cross functionally with team members to provide world class IT support to our clients.
Maintain a neat and clean work environment
Maintain and account for all parts used while onsite.
Understand when to escalate a service request and ask for help from other team members with subject matter experts.
Perform system documentation when required.
Enter time into our system to ensure our key metrics and service level agreements are attained.
Learn our company way of delivering world class service to ensure alignment with our team, including: our technologies, processes, and metrics for success.
Provide on call support as assigned.
Review service tickets and ensure they are properly filled out.
Attach any related configurations to service tickets.
Ensure all internal Service Level Agreement Targets are met and the status of tickets are set correctly.
Follow all TNP Standard Operating Procedures on all service tickets: examples would be Escalation Process, New Employee Process, Employee Termination Process, etc.

Review the Run Book for all SOP documents.
Ensure that all service tickets have enough documentation that any other TNP employee can immediately pickup and move forward with the ticket in your absence.
Ticket status and notes are updated in real time.
Attend all group and general staff meetings
Ensure all items needed for onsite are loaded on the truck for the days scheduled onsite visits.
Travel to customer sites as needed to resolve service issues.
Maintain and audit timesheets for accuracy
Performance Measurements
The performance measurements are for field or onsite service delivery.

If the OSP is working internally as a augmentation to our Remote Support Professionals, the Performance Measurements of the RSP shall be the governing measurement.
MTT Respond: 1 Hour
MTT Resolution Plan: 2 Hour
MTT Resolution: 3 Hour
Same Day Resolution: 75%
Same Day Response: 100%
Documentation Compliance: 100%
Ticket Update Compliance: 100% of tickets updated every day
On Call Compliance: 100%

If interested in the role.

Please take the Predictive Assessment below.

Once the fist part of the assessment is completed and a second one will be emailed to you.

https://assessment.predictiveindex.com/ByW/9f7ac246-f9c2-4f79-beb2-87af74d21256?type=candidateba

Our Culture: Please watch the video’s below to learn about our culture.

https://www.thenetworkpro.net/about-us/tnp-culture/