Information Technology Support Specialist

One of our customers is looking for TWO IT Support Specialists who will work on-site in the Seaport District of Boston, MA with a team of managed services specialists, administrators, and engineers to deliver excellent support and management of our customers’ environments. They will field issues and requests escalated directly by customer IT personnel, end-users, and monitoring tools. This role will have broad exposure across a range of end-user devices, networks, servers, virtualization, and security platforms. The support specialist will be expected to work issues independently, and when needed, with the assistance of senior subject matter experts on the team. The ideal candidate will be a self-starter, with an ability to learn quickly and provide exceptional customer service.

Shift Schedule: 9:00 am - 5:30pm EST Monday to Friday

On-site in the Seaport District, Boston, MA (Required)

Qualifications

• Education and Training:

• MS Intune: 2 years (Required)
• ITIL v3 Foundation (Required)
• Windows: 2 years + (Required)
• Microsoft Teams: 2 years (Required)
• Microsoft 365: 2 years (Required)
• CompTIA A+, Network+, Security+ (Required)
• Microsoft MTA (Required)
• Mac OS: 2 years + (Required)
• Google IT Support Professional (Required)
• Associates Degree (Preferred)

• 2-3 years in a technical support role
• Experience providing customer support
• Experience in 24x7x365 Managed Services preferred
• Experience using ITSM and Monitoring toolsets

Operations:

• Triage tickets per specified severity levels
• Refer/ escalate customer issues to the appropriate level of support, as needed
• Perform basic troubleshooting steps such as checking logs, checking capacity, and running basic diagnostics across a variety of platforms including Linux/Windows servers, network devices, hypervisors, and storage systems
• Respond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications where required
• Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs)
• Perform account management services – User Account creates/disables/terminations/name changes, etc.
• Use a ticket system to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAs
• Distribute scheduled reports to customers as required
• Supporting end-users by diagnosing and resolving computer hardware, network, and application issues
• Assist with cross-training of other team members, as needed
• Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations
• Perform other tasks as assigned by management

Skills:

• Experience working with active directory to perform basic tasks, such as user creation and password resets
• Ability to use and troubleshoot Microsoft Windows, Office, Office365, and macOS
• Highly analytical thinker and troubleshooter
• Detail oriented with excellent documentation and communication skills
• Self-motivated, passionate about technology, with the desire to learn new things
• Foundational understanding of operating systems and servers, both physical and virtual

Department: Managed Services

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off