On-Site Support What’s that?

When we are interested in being part of the IT world in a professional way, it is common to find vacancies such as Site Engineer, Site Support, or Site Technical Support. Has it happened to you? Do you want to know if this position is for you? Let's find out what this position is about.

What is an on-site support engineer?

A Site Support engineer or technician is one who is responsible for providing assistance and support for the purpose of enabling IT services for users on site of an organization (office, plant, or corporate). They are also known as the second level.

5 Activities of an on-site engineer

  1. IT support in-person to users
  2. Technical support to networks and infrastructure
  3. IT inventory management 
  4. IT vendor management
  5. Continuous improvement project management

5 Responsibilities of an on-site engineer

  1. Attention to users: Direct contact with users to solve incidents.
  2. Maintenance of computer equipment: Ensure that the equipment is free of dust and dirt, both inside and outside, and that they are always at an optimal level so that they can be used.
  3. Mastery of operating systems at the administrator level: Configure and design processes, as well as how to manage the memory of the equipment, the synchronization, and communication between devices.
  4. Network installation and configuration: Maintain an efficient, secure, and constantly monitored local network. Generally, it works with LAN / WLAN / Wireless type networks.
  5. Implementation of preventive and corrective systems.

These are the five most common tasks; however, they can increase or decrease depending on the organization. 

What are IT Services?

You should know that we live surrounded by services of all kinds. Transportation services such as taxis, telecommunication services such as the Internet, food service such as a restaurant, or IT services.

First things first, a service is a means of delivering value to customers and facilitating the desired result without the need for them to bear the associated costs and risks.

An IT service is focused on the consumption and delivery of information technology. A very simple example of this is email.

IT services provide the necessary people, processes, and technology that an organization requires to achieve its strategic vision by ensuring business continuity and enabling the organization's competitiveness.

An organization can use different options to help it provide its IT services either:

  • Internally (insourcing).
  • Hiring a specialized provider to do it for them (outsourcing).
  • Approach it in a hybrid or shared way.

What does an IT service provider do?

It helps your clients to focus on their business strategy, as we said, without the need for them to assume the associated costs and risks.

Some examples of more common IT Services are:

  1. Telephony
  2. Internet
  3. Email
  4. Identity and Access
  5. Print
  6. Business Application Support

What is IT field support?

Field support is the attention of technical support services to incidents and IT requirements on user demand. The services attended are those that cannot be solved remotely and that require attention on site.

IT field support is focused on those companies that have branches in different strategic points of the Mexican Republic.

The main sectors that use support are financial and services, such as banks, savings banks, self-service stores, or service modules in shopping centers.

For this scheme to work, the definition of an SLA is important. This type of model gives the client peace of mind since the service is covered in a defined period of time according to the priority of the incident and/or requirement.

The personnel who perform the service must have everything necessary for their attention: car, tools, means of communication, and, above all, focus on compliance with the SLA.

IT field support allows us to expand our presence in most of the states of the Republic.

The benefits that the client obtains when implementing this scheme are:

  • Give support to its users who are located in distant places and that due to the demand, both of these and of incidents, it is not justified to assign a person from on-site systems.
  • It improves the level of attention, especially in the time of solution.
  • It reduces per diem costs by not having to displace personnel. They generally do it from corporate.
  • The staff focuses on strategic projects of the company.

To ensure that users have the same standard of care, a model is defined according to their needs, fulfilling the following:

  • Have a Service Desk responsible for receiving incidents/requests. This can act as a dispatch or solver.
  • The Service Desk, if it is responsible for solving, tries to do so; if not, escalate the ticket to field staff.
  • Once the incident is assigned, the field engineer must resolve it according to the established SLA.
  • The Service Desk is responsible for following up on the ticket until a successful closing.

It is joint work with the client so that he is the one who transmits the culture of the use of the service model and the responsibility of those who execute it. That is why you always have to provide the expected level.

5 Qualities of a Good IT Technician

An IT technician will have a number of specific responsibilities within an organization, such as installing, testing, and maintaining the computers, networks, and programs used to store, send, and receive information. However, to excel in support like at it support boston the skills of a technician have to go beyond solving these tasks. They must possess certain qualities that support their skills and technical knowledge.

Next, we leave you with the five qualities a good IT technician must-have, the same ones that prospects must have to enter a new company.

Discipline

The technical support will generally not need supervision and will be in control of its own schedule. Flexibility is part of the job. Non-business hours problems will crop up often, in the middle of the night and on weekends. In addition, the technicians will work alone much of the time.

That is why discipline plays a very important role in the skills of an employee in this area, in addition to the ability to prioritize tasks to meet deadlines. If a technician is disciplined, he will be trustworthy.

 

Ability to solve problems

The job of a technician is to deal with the failures and make sure that all the technologies are working perfectly. This implies possessing analytical skills. Candidates likely to enter a business must be able to solve a problem and stick with it until the customer is satisfied. Being able to make a diagnosis and figure out how to solve the situation are characteristics that they must have. Unusual crises and failures will be your litmus test.

Attention to details

Many IT failures have their origin in small and almost imperceptible errors that will affect the performance of a program or a web page. A great technician must pay close attention to be able to detect what is wrong.

Ability to communicate effectively

An IT technician will represent a company to users, an intermediary between them and the department. Communication is critical to problem-solving, hence the importance of knowing how to listen correctly. Deciphering what is happening by listening to the client and translating it into the appropriate language for their superiors is decisive. Being able to explain what happens in simple words is also very valuable, as this way they will be able to educate the user and provide them with some knowledge. They must also bear in mind that they will often deal with angry and stressed people, so they must be prepared.

Passion for technology

Technology is always changing, so support staff will need to stay up-to-date to handle the most advanced devices and programs. A good IT technician gets excited about new trends and tries all the time to stay up-to-date. Technology is your life.

The qualities of a good IT technician are the key to finding a very attractive job at a reputable company.

Best IT Support for Boston MA Companies

We have been providing IT Support, IT Consulting, Cybersecurity for companies in Boston MA for nearly three decades. What separates us from our competition is that we are very fast to respond to any support request and we communicate in a manner that you can understand. If you call us, we tend to answer our phone within five rings. And when we talk to you we do not use technical jargon that does not make sense to you.

Contact us today to schedule a free consultation. Talk to one of our experts and see for your self how we are different and how we can help.…