Reactive Support Engineer

Onsite Logic•Lenexa, KS

1d•$55,000 - $64,000•Remote

About The Position

As a Reactive Support Engineer at Onsite Logic, you'll be the first line of defense for our valued clients. You'll tackle intermediate IT issues onsite and remotely, ensuring their technology runs smoothly and efficiently. You'll wear many hats, troubleshooting hardware and software, providing expert advice, and continuously improving our service delivery.

Requirements

Associate’s degree in information technology or a related field, or equivalent experience. (Required)
3-5 years of IT Helpdesk experience within a Managed Services Provider (MSP) environment
Advanced knowledge of IT and cybersecurity concepts
Strong experience working with IT ticketing systems (e.g., ServiceNow, Jira)

Nice To Haves

Network+ or Security+ certification (preferred)
Familiarity with TruMethods framework a plus.

Responsibilities

Tech Problem Solver: Resolve intermediate scheduled and reactive service calls, both onsite and remotely. Utilize your expertise to diagnose and fix issues, ensuring timely resolutions.
Hardware & Software Guru: Independently install and troubleshoot client hardware and software, ensuring optimal performance and security.
Client Success Champion: Provide comprehensive IT advice and training to clients, empowering them to leverage technology effectively.
Data-Driven Improvement: Conduct regular ticket reviews, report findings to the Service Desk Team Lead, and identify opportunities to enhance service delivery through process improvement suggestions.
Documentation Master: Maintain detailed and accurate documentation for all service requests, ensuring clear communication and future reference.
Client Relationship Builder: Proactively maintain and improve customer satisfaction and relationships, fostering trust and loyalty.