IT Field Engineer

IT Field Engineer and Project Implementer

Introduction

Technical Support International (TSI), based in Foxboro, MA, is a provider of outsourced IT and cyber security services for small and medium sized businesses in New England. TSI has a current offering of remote support, field support, managed and security services (MSP/MSSP) as well as project management for our clients.

Position Summary:

The IT Field Engineer and Project Implementer is responsible for providing onsite support to TSI’s clients primarily in MA and surrounding communities. TSI Field Engineers are challenged daily working in an energetic, fast-moving, collaborative, demanding & results-oriented work environment. This role relies heavily on your ability to provide sound technical advice, support, solutions, and effective communications to our clients and end-users in diverse computing environments. The successful candidate has strong, hands-on network administration experience; with CCNA or CCNP preferred. This position also requires proven, successful experiences with IT project implementation and the ability to manage these while responding positively to the dynamic and changing nature of IT priorities and clients’ needs.

This is a great opportunity to join a growing organization. This is a full-time, regular position and is not contract role. The successful and ideal candidate is prepared for light, localized travel to TSI’s client sites, and is flexible in this regard.

Essential Functions/Primary responsibilities:

- Provide on-site technical assistance to client for all issues related to IT operations, processes, and technical issues.

- Be a “trusted advisor” for all TSI clients that you are managing.

- Respond to customer requests in a timely manner.

- Learn and use TSI’s specialized tools to diagnose problems and resolve issues.

- Walk customers through problem-solving process in a non-technical manner.

- Install, modify, and repair computer issues at client sites.

- Resolve technical problems with Local Area Networks (LAN).

- Clean up computers of viruses and malware, install updates.

- Assist with installation of Computers and Peripherals at client sites.

- Report progress and issues to Field Operations Manager.

- Take ownership of technical issues and see them through to resolution and escalate to a more senior level resource where needed.

- Document customer feed-back thoroughly and share information with TSI’s Account Managers.

- Provide occasional assistance to other field engineers at client sites.

- Maintain technical knowledge of current technologies and meet goals set by your manager.

- Document all work in TSI’s ticketing system (CW) in a manner that is thorough and timely.

Project Management

- Demonstrated, hands on experience in implementing and managing IT projects.

- Strong work planning skills; must be able to multitask effectively.

- Ability to communicate project deliverables, milestones and targets, resource requirements, issues, and expected completion.

Essential Competencies:

- Superior communications skills in a customer service environment.

- Professionalism displayed at all times, proven track record of customer satisfaction and feedback.

- Maintains the highest degree of integrity and work ethic; is trusted and reliable.

- Skilled in mitigating, diffusing, and managing stressful situations through proven experiences.

- Displays confidence in resolving problems.

- Collaborative and keen on being part of a team; able to work not only in small groups, but independently as well.

Technical Requirements:

- CCNA or CCNP certifications preferred

- Knowledge of current networking technologies

- Strong knowledge of configuring and troubleshooting OS such as Windows 7/8/10

- Knowledge of Microsoft Office

- Knowledge of TCP/IP, DNS, DHCP and Windows 2008/2012 Active Directory

- Knowledge of LAN/WAN technologies

- Understanding of firewalls, routers, and VPN/remote access solutions

- Good knowledge and demonstrated experience with IT Security, a huge PLUS

- Knowledge of installing and configuring Windows Servers a PLUS

- MAC and LINUX experience a PLUS

Education & Experience:

- Bachelor's degree strongly desirable; or equivalent education plus prior experience

- MSCA/MCP Certifications a BIG PLUS

- Minimum 4-6 years’ experience in IT support service role

- IT client facing support experience required

Benefits:

- Comprehensive medical & dental insurance

- 401K plan including Company match

- Short Term Disability plan paid by the Company

- Life insurance

- Paid holidays

- Paid Time Off and Sick Time

- Quarterly discretionary profit-sharing bonus

Other Responsibilities and Requirements:

- Assists with and perform other duties as requested and as necessary.

- Adheres to all company policies as outlined in the Employee Handbook including but not limited to all safety policies and rules and regulations; standards of conduct; workplace harassment policies; sexual harassment policy.

- Works on-call rotation for after-hours support.

- Must have a valid driver’s license; use of personal vehicle required for work. Mileage reimbursement included.

Physical Demands of the Job:

Must have dexterity in fingers and hands for work requiring fine motor skills. This position requires strength in hands, wrists, and arms for the ability to hold and maneuver equipment. Must have the ability to reach upwards and outward with arms and hands. Must be able to bend, stand and sit for extended periods of time and must be able to perform related activities, such as, but not limited to, lifting heavy equipment (up to 50 lbs. unassisted).

Competitive pay and benefits; salary commensurate with experience and skills

TSI is an equal opportunity employer

Local applicants only will be considered, no relocation.

TSI's main office is located in Foxboro, MA. This position requires local travel to client sites.

Clients are primarily in and around 95/495 surrounding areas in MA.