Summary: Essential Duties and Responsibilities will include the following:
*Duties may be modified or additional duties assigned.
- Understand and adhere to all company policies outlined in the Ontech Employee Handbook and support the mission and values of Ontech.
- Meet attendance standards and work productively with team members.
- Ensure a clean and orderly work area.
- Bring positive attitude to work each day
Work Environment: Office M-F, 8-5
Billable Hours Expectation: 4-5 hours per day
Note: After-hours support, weekend project work, and responding to after-hours calls is not required.
Responsibilities
Daily Tasks
- First responder to customer and NOC support requests received via telephone, email, chat and/or ticket
- Respond to customers via telephone, email/ticket to establish contact, set priority, establish next steps
- Create a ticket, find available technician, assign ticket, and follow-up to ensure timely resolution
- Dispatch new & existing support requests to consultant team as needed
- Actively review open/overdue tickets and pro-actively reach out to technicians. Proactive reach out starts with phone call to technician
- Address items as needed either by addressing on own or escalating to inside technician
- Monitor and Manage Alerts Mailbox
- Ensure Backup Notifications are being reviewed and responded to
- Create tickets for failed backups and assign primary technician
- Follow through on tickets to ensure they are being completed
- Monitor virus alerts and ensure proper steps are taken to cleanup infections or make exceptions
- Review open items from previous day and follow up as needed
- Fill out Excel Spreadsheet of previous day’s call log with issue tracking updates
- Ticket System Queue Management
- Monitor all applicable ConnectWise boards and respond accordingly
- Update ticket with notes for primary techs
- Follow-up with technicians and ensure overdue tickets are being completed
- Escalate to Technical Service & Personnel Manager as needed
- Daily meeting with Tech Manager (phone or in office)
Technical Support Tasks
- Assist with customer passwords reset request and user setups
- Assist with PC setup and configuration (in office) to assist technical consultants
- Provide basic PC Troubleshooting assistance
- Configure mail clients (Outlook/Phone/Other)
- Virus/PUP remediation
- General Slow performance
- Correct failed domain trust relationship
- Printer connection support
- Basic firewall configuration changes
- Software Restriction policy assistance when installing software
- Assist in monitoring RMM portal under direction of Cloud Services Manager
- Monitoring patching
- Monitor outage reports
- Assist in adding additional monitoring to existing RMM clients (SNMP, PING, etc.)
Additional Tasks
- Cloud Solution Provider (CSP) Team Member
- Work on CSP migration tickets and ensure completed on time and accurately
- Assist with conversions and new setups, communicate changes to customer, primary tech, and sales team
- Meet and work with Cloud Services Manager to ensure sites are being handled properly
- Managed Services Team Member
- Helpdesk Onboarding assistance
- Assist Cloud Services Manager with site creation
- Created and configure Managed Services Sites
- Notification Setup, Assign Reports and Alerts
- Meet and work with Cloud Services Manager to ensure sites are being handled properly
