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The IT Site Technician role efficiently provides high-quality support to all Resonetics site users and visitors. The Technician is responsible for the secure and effective provisioning, installation, configuration, operation, and maintenance of all site hardware and software while conforming to Resonetics and Managed Service Provider policies and procedures.
• Support all site office and production floor workers with hardware, software, network, and security-related activities including:
o Technical support for desktops
o Support for various Microsoft products, third-party software, and cloud services
o Overall system support (e.g. performance issues, outages)
o Network support including WAN and LAN connectivity, firewalls, and security
o Remote access solution implementation and support including VPN and Remote Desktop Services
o Recurring onsite maintenance activities
• Perform all activities in accordance with Resonetics and Managed Service Provider policies, procedures, and specifications
• Ensure all IT software and infrastructure-related issues at the site are addressed, resolved, escalated in a timely manner
• Effectively track status and time in ticketing system
• Update and maintain technical documentation as required
• Troubleshoot and manage escalations from the help desk, project team, and managed services group
• Maintain regular communication with site users to ensure awareness of incident progress, upcoming changes, or agreed outages.
• Take live support calls for immediate triage
• Proactively share technology and/or process-related recommendations with leadership to improve overall service level performance
• Immediately escalate any identified security issues to Resonetics management
• Provide orientation and guidance to users on how to operate new software and computer equipment
• Other IT-related projects and tasks as assigned
• Provide off-hours support as necessary