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SENIOR IT HELP DESK TECHNICIAN (Managed Service Engineer)

Posted by
Tech Networks of Boston
|
Boston, MA
New
|
Published 27 days ago

Position Summary

Tech Networks of Boston, an MSP in Boston, is growing, and we are expanding the Help Desk team. We are looking for an Managed Service Engineer to join our IT Help Desk.

The MSE position provides remote, technical support using exceptional troubleshooting and problem resolution skills and is the technical escalation for the Help Desk. Solutions taken and any incident related information is properly documented including all related activities, progress information and issue resolutions as well as communication with end users. 

Qualifications and Experience

  1. Expertise in supported applications: Remote Desktop/Terminal Services, MS Exchange, Active Directory, Office 365, MS Windows Operating Systems, PowerShell, Backup Disaster Recovery Solutions. Certifications are a plus.
  2. Administrator Experience:  Windows 2012, 2016 & 2019 Server, Linux and Office 365/cloud solutions (Azure/AWS) with a Thorough understanding of client/server applications architecture
  3. Network Experience: Configuration, management, and troubleshooting skills for routers, switches, and firewalls, Administering LAN/WAN security and network Troubleshooting
  4. Service Request Management:  Enter service requests accurately and with full documented detail (process and procedure) into appropriate tracking systems. Escalate service requests-based client/company-based standards and timeframes.
  5. Problem Resolution: Research, resolve and remedy user problems related to network access, local printers, PC hardware, email, internet, VPN and WAN. Route & refer problems outside of expertise of more complex problems to other team members. Focus is on maximizing productivity uptime and enhancing customer efficiently in utilizing software solutions.
  6. Software/System Support: Install, support and document application software, “hot fixes” and patches. Provide general administrative support for Microsoft centric networks.
  7. Communication:  Coordinate and provide instructional support for third party solutions and contractors for remote locations.
  8. Excellence:  Commitment to take the steps necessary to remedy less than excellent service outcomes. Ensure that clients’ needs are responded to within stated SLAs.
  9. Teamwork: Participate in a team environment; lending and welcoming assistance as needed and/or requested. Participate in scheduled team meetings.
  10. Unparalleled Service:  Uphold for team and self the highest standards of customer service at all times to internal and external clients.
  11. Possess more than two advanced- Senior certifications of the following industry certifications: A+/Network+, MCDST, MCITP (Workstation, Sever and/or Exchange), HDI-SCA or similar service desk agent certification, CITRIX, VMWare, CCNA, Microsoft
  12. Sr. level role (5+ years) with advanced-senior certifications/specialized training in networks, systems and/or applications. 
  13. Ability to meet all requirements of Level 1 and Level 2 and Ability to diagnose and resolve the most complex of client problems. 
  14. Ability to train/mentor/assist Level 1 and 2 MSE. Ability to provide supervision and support in support of or in absence of Team Leader.

Essential Responsibilities

  • Provide warm, knowledgeable customer support and service for applications, desktops, servers and network devices.
  • Diagnose and troubleshoot problems, advising on appropriate actions, and resolving issues.
  • Handle service tickets for technical assistance via phone and email.
  • Follow, update, and maintain TNB Help Desk procedures and contribute to the knowledge bank. 
  • Participate in on-call rotation for nights and weekends (approximately once every 6 weeks)
  • Attend monthly Help Desk Team meetings and quarterly TNB staff meetings. 

Occasional/Seasonal Responsibilities

An MSE performs other duties on an occasional basis, working independently and within a team on special nonrecurring and ongoing projects. 

 Shift and Location

This position is a hybrid role working at least 3 days per week in our Boston office. You may work from home up to 2 days per week. Our help desk shifts are Monday through Friday. Hours may shift to help cover vacations and other special circumstances. 

7:00 am to 3:30 pm

8 am to 4 pm

8:30 am to 5 pm

9:30 am to 6 pm 

Physical Demands

The responsibilities of this position require employees to talk and hear. The employee is often required to sit and use hands and fingers to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this position include close vision, with the ability to read and understand text. This position may require the employee to occasionally lift and/or move objects weighing as much as twenty-five (25) pounds. These physical demands are representative of the physical requirements necessary for an employee to perform successfully the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of the position.

Work Environment

The work environment is a standard office setting including standard office equipment (fax, copier, phone, computer, etc.). While performing the duties of this position, the employee is occasionally exposed to moving mechanical parts. The employee in this position may have to manage a number of tickets or projects at one time, and may be interrupted frequently to meet the needs and requests of co-workers and clients. The employee may find the environment to be busy and needs excellent organizational and time and stress management skills to complete the required tasks. The noise level in the work environment is usually moderate. These work environment characteristics are representative of the environment the employee will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job. 

Company Overview

A leading MSP for more than 25 years, Tech Networks of Boston (TNB) is committed to providing quality IT services to non-profits and mission-driven organizations. TNB is proud of the innovative approaches and expertise of our staff. We strive to help clients increase impact and efficiencies in their work through leveraging technology more effectively. Our method for providing service is grounded in upholding our key values: adaptive, patient, positive, reliable, and respectful. In addition, our employees are eager to learn.

 TNB is a Certified B Corporation, ranking #2 of ranked MSP’s in the United States, and recognized as Best for Overall, Best for Community, and Best for Governance in 2019. 

In 2020, based on employee feedback, TNB was recognized by Great Place to Work®, scoring no less than 88% in every category. 

TNB is proud to be an Equal Opportunity Employer. We hire the best talent regardless of gender, race, creed, color, national origin, ancestry, disability, marital status, age, sexual orientation, or veteran status. 

In addition, TNB promotes and supports a variety of diversity, equity, and inclusion initiatives and sustainability programs. 

Compensation

Compensation is commensurate with experience. Benefits include short-term disability, long-term disability, and $50,000 life insurance; options to participate in healthcare, dental, and vision programs as well as other voluntary coverages; participation in 401(k) plan We also provide professional development funds to every employee. 

Applying

If you are interested in joining our diverse team of professionals, please send your resume and a cover letter detailing why you wish to be considered for this position. No phone calls, please. We will provide a complete job description to all qualified applicants. 

Position Summary

Tech Networks of Boston, an MSP in Boston, is growing, and we are expanding the Help Desk team. We are looking for an Managed Service Engineer to join our IT Help Desk.

The MSE position provides remote, technical support using…

Details at a Glance

  • Time Commitment
    Full Time Schedule
  • Start Date
    August 23, 2021

Location

On-site
South Boston, Boston, MA, USA

How to Apply

To apply, please go to : https://www.fitzii.com/apply/59584?s=id

To apply, please go to : https://www.fitzii.com/apply/59584?s=id

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