Required Skills & Experience
3-5 years' experience providing Tier 1/Tier 2 IT support in a corporate environment. Strong experience with Windows operating systems (Windows 10, Windows 11, MSFT Office 365). Knowledge of, and experience with common network devices: routers, switches, and access points. Basic knowledge of Microsoft Active Directory user administration (i.e. reset passwords, disable accounts, add users to groups). Experience working with a ticketing system like Jira, Zen Desk, etc. Experience troubleshooting MAC devices. Proven capability of troubleshooting / problem solving in a technical environment. Strong Video Conference and Presentation Support Skills – AV support, setting up conference rooms, troubleshooting signal flow issues, camera connections, etc. Excellent soft skills/interpersonal skills, excellent communication skills. Self-motivated, highly organized, strong time management skills,
Nice to Have Skills & Experience
Experience with Autodesk. Past experience working in a heavy customer service environment. Industry certifications (examples include: A+, Network+, Security+, CCENT). Experience working with Jira ticketing system. Knowledge or passion for architecture and design.
Job Description
We are hiring for a Technical Support Specialist in Boston, MA. This role will require 5 days onsite/week, as such, we are only considering local candidates at this time. You will provide exceptional customer service to our client's Boston based office - managing an array of technical issues, both hardware and software related. In addition to a strong technical aptitude, a strong understanding of professional acumen and soft skills will be pivotal for success in the role. Your day to day duties will include:
- Provide exceptional IT support to internal and external customers, across geographic locations.
- Ensure service levels for customers are met, identify opportunities for improvements and implement after review and planning.
- Test, configure, install, and manage and repair of all IT related equipment (Hardware and Software).
- Use Jira Service Management system to create and update incident records.
- Respond to all calls and requests within the agreed service level agreements (SLA), and wherever possible exceed agreed SLA’s.
- Provide user training on client specific applications and services through direct one on one engagements and office workshops.
- Ensure internal customers are kept up to date regarding the status of any outstanding issues they have opened with the IT service desk.
- Escalate problems to the relevant expert group, as per service level agreements.
- Communicate status of problems to customers, as per service level agreements.
- Follow high severity notification procedures for all severity 1 and 2 problems.
- Perform preventative maintenance to ensure all equipment is maintained to a high standard.
- Set up video meetings for customers (Teams / Zoom) and assist with in-person meeting set ups.
- Willing and able to support multiple end-user platforms: Windows 10, Windows 11, macOS, iOS, Android, Microsoft Office 365