About us:
We are an IT Managed Services Provider located in Woburn, MA focused on providing support for small to midsized businesses looking to outsource their IT functions. Relationship flexibility enables work arrangements that accommodate different levels of service. Whether it be fully-outsourced IT, supplemental IT, or project-based assistance.
Responsibilities:
● Provide exceptional customer service and technical expertise on inbound calls and tickets generated by our customers.
● Handle technical issues that are escalated to them from junior staff members.
● Troubleshoot moderate to high-level issues relating to:
– Windows Server 2008/2012/2016/2019/2022 and SBS variants.
– Windows domains and workgroups.
– Windows networking (mapped network drives, shared folders, printers, etc.)
– Active Directory.
– User profile creation and modification.
– Group Policy Objects.
– Firewall Configuration (VPN, port forwarding, etc.)
– LAN/WAN connectivity.
– Onsite Exchange and hosted Exchange environments (Microsoft 365, Google Apps)
– Microsoft 365 Administration – Including Sharepoint, Exchange, Intune, and Teams.
– Familiarity with Microsoft Azure administration is a plus.
– Google Workspace Administration.
– Windows 7/10/11.
– macOS.
– Third party applications with the assistance of the vendors support staff.
– Knowledge of MDM platforms such as Microsoft InTune.
● Perform support remotely to our managed services customer using our remote monitoring and management tools.
● Log time entries and notes for support and maintenance performed using our PSA.
● Provide customers with timely written and oral updates regarding their support cases.
● Update and maintain customer information in our documentation system as changes in their environment occur.
● Create or update documented policies and procedures for the use of technical staff when new issues occur that may impact multiple users.
Requirements:
● 5+ years of industry experience.
● Candidates must have an understanding of troubleshooting the client.
● Candidates must be team players with excellent communication skills and possess the ability to manage assignments independently. The ideal candidate will have a nurturing personality and the desire to help in the mentoring of their fellow technicians and engineers.
● Candidates must have the ability to also work collaboratively when necessary.
● Candidates must possess strong decision making and problem solving abilities.
● Candidates must possess exceptional organizational skills.
Experience preferred:
● Familiarity with the following brands: APC, Apple, Cisco, Cisco Meraki, Datto, Dell, HP, Intronis, Lenovo, Microsoft, Netgear ProSafe, QNap, SonicWALL, Sophos, Synology, Ubiquiti, iOS, Android.
Certifications preferred:
● CompTIA A+.
● CompTIA Net+.
● CompTIA Security+.
● MCDST.
● MCSA.
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