Information Technology Support Technician (Hybrid - WFH & Field)

A well-established IT Services Firm, with close to 900 clients nationwide, is seeking an experienced Level 2 IT Support Technician to service their Framingham / Greater Boston area clients. This would involve working remotely from home as well as making field visits as needed to clients in your area (field work would be about 15-20% of the time).This is a fantastic company that grew to nearly 900 clients by word of mouth only. Employees love working for this company and have voted their preference with their longevity and very low employee turnover. The company provides excellent pay and benefits (insurance, vacation, 401K, etc.) as well.

This role is responsible for providing both remote and on-site IT support for the company’s clients. You would be responsible for supporting the company’s clients with the highest level of professionalism, customer service, and technical ability. While you would be working remotely from home the majority of the time, when you go on-site to a client, you are a “boots on the ground” person, ready to take on any technical challenge that comes your way while having a focus on accurate resolution and client satisfaction.

RESPONSIBILITIES: 

• Providing both remote and on-site IT support with desktops, networks and servers, utilizing a vast array of technologies.
• Performing on-site projects involving desktops, networks and servers involving implementations, refreshes, and deployment projects. When necessary, provide remote-based IT support for the company's clients.
• Work with the end-users to identify and resolve all of their IT concerns, which may include working with vendors and the Remote/Field Leadership team when necessary.
• Act as a technical conduit between the company's support teams and the clients to ensure that “no stone is left unturned” before and after leaving a client site.
• Be able to communicate effectively with clients, client stakeholders as well as internal stakeholders.
• Ability to work in a team environment with an understanding that working together is integral to the company’s mission.
• Managing, updating, and improving the Knowledge Base to improve processes and knowledge transfer.
• Ability to work in a fast-paced environment and to effectively prioritize based on business needs.

TECHNICAL ENVIRONMENTS:

• Experience with supporting and managing Windows domain environments. 
• Windows Desktop Operating Systems
• Windows Servers
• Enterprise Antivirus Software 
• Active Directory and basic group policy
• MS Exchange/ Office 365 (on premise and cloud based)
• VMWare / Hyper-V
• Printer Administration
• Troubleshooting down networks
• Imaging and migration of end users to new equipment
• Ticketing systems such as ConnectWise Manage (preferred but not required)
• MSP (Managed Service Provider) experience a huge plus

OTHER REQUIREMENTS:

• You must have a car for this position. Reimbursement for travel expenses will be provided.
• Technical education such as a technical certificate, Associates degree, or equivalent work experience.
• IT troubleshooting support certifications such as A+, Network+, Server+ and Security+ (highly preferred).
• Microsoft professional certifications (MSP, MCSA, MCSE) (preferred but not required).
• Excellent verbal and written communication skills.
• Excellent people skills (you need to really have excellent people skills as you will be representing the company)
• Ability to concisely describe or summarize a problem and steps taken to diagnose and resolve it, in writing
• Ability to deal with a diverse population
• Willingness and ability to learn new skills and technical information
• Responsibility and reliability
• Ability to prioritize and perform triage
• Discretion and good sense in dealing with clients
• Determination to see a problem through to its resolution

This is a full time position with an excellent compensation and benefits package (insurance, vacation, 401K, etc.).

All your information will be kept confidential according to EEO guidelines.