Reactive Operations Center (ROC) Technician 2
Location: Client Sites, Primarily in Philadelphia, & In House
Department: Reactive Operations
Reports to: Reactive Operations Manager
Employment Type: Full-Time, Non-Exempt
About the Role
We’re looking for an onsite Reactive Operations Center (ROC) Technician to join our team. This role blends the structure and discipline of our ROC with the hands-on, client-facing nature of onsite support. You’ll spend the majority of your time embedded at the client location, providing day-to-day technical support while remaining aligned with our ticketing processes, SLAs, and operational standards.
If you enjoy being the go-to technical resource for a client environment while still operating within a structured support model, this role is built for you.
What You’ll Be Doing
As an onsite ROC Technician 2, you’ll be responsible for delivering reactive technical support, including:
- Providing hands-on, onsite troubleshooting for desktops, printers, and user issues
- Supporting walk-up, scheduled, and ticket-driven requests
- Acting as the primary technical presence within the client environment
- Creating, updating, and resolving tickets in a timely and accurate manner
- Documenting all work clearly in our PSA system
- Ensuring all onsite and walk-up work is properly tracked through tickets
- Resolving issues related to: workstations and user environments, printers and peripherals, basic networking and connectivity, and Microsoft 365 and user account access.
- Escalating issues appropriately following ROC processes
- Participating in an on‑call rotation and occasional after‑hours support
- Collaborating with internal teams (Professional Services, Proactive, Centralized Services) to help ensure client issues are fully resolved
What Success Looks Like in This Role
- Onsite issues are resolved quickly and efficiently
- All work is documented and traceable through tickets
- Escalations are timely and well-informed
- The client feels supported, informed, and confident in the service
- You maintain balance between responsiveness and structured ticket discipline
- You become a trusted, reliable presence within the client environment
Why Join Our Team?
- A structured, supportive environment with clear expectations and escalation paths
- Opportunities to grow your technical skills and advance within the field of Information Technology
- A team‑oriented culture that values communication, documentation, collaboration, and professionalism
- Leadership that understands support work and values doing things the right way
Job Type: Full-time
Pay: From $24.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience:
- IT support: 2 years (Preferred)
Work Location: In person
