It Help Desk Engineer, Sr. (Hybrid, Onsite And Remote)

Introduction

Technical Support International (TSI), founded in 1989 and based in Foxboro, MA, is a provider of IT and Cyber Security Services for small and medium sized businesses throughout New England. Our main purpose is to serve our clients’ technology and security needs while adding value to their business by allowing them to focus on their core competency.

TSI’s expertise is providing managed network and security services, remote and onsite IT support, and project management to our clients. Our experienced, and highly trained engineers offer customers thought leaderships in areas of IT – a requirement for organizations in today’s, complex IT and Cyber Security environment. TSI is committed to providing its clients with the highest quality of support and considers each client a partnership.

Position Summary

We are currently seeking an Internal Support Engineer (Tier 2+ Level) to work within our engineering team and provide technical assistance to our clients. We are looking for a hands on, people-oriented person, responsible for working with clients and other employees, listening to their diverse business challenges, and providing sound technical advice, support, and solutions.

The primary focus of Internal Support Engineers is high quality customer service surrounding customer requests, running diagnostic programs, isolating problems, and implementing solutions. Internal Support Engineers are challenged on a daily basis working in an energetic, fast moving, collaborative, demanding and results-oriented work environment.

In addition to technical assistance, our Engineers research solutions, evaluate products, provide sound recommendations, and generate reports. This position is highly visible and requires excellent, superior and polished writing skills, and continuous communications with our clients. The candidate will also assist the other members of the technical team when requested. This position demands ability to handle multiple projects concurrently and respond positively to sudden changes in priorities.

This is a full-time regular position. To foster and enhance teamwork and collaboration, the majority of work will be performed at our main office location in Foxboro, Mass.

Essential Duties:

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to customer requests in a timely manner and maintain contact with the client until issues are resolved.
• Thoroughly document all work in TSI’s ticketing system (ConnectWise).
• Use TSI’s remote monitoring and management (RMM) tools to diagnose problems.
• Provide explanatory of issues and educate clients on root causes and resolutions.
• Remotely install, modify, and repair computer issues.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Run diagnostic programs to resolve problems.
• Remotely assist with installation of computer peripherals for users.
• Appropriately reports progress and issues to Technical Services Manager.
• Take ownership of technical issues and see them through to resolution, even if they need to be escalated to a more senior level resource.
• Document customer feed-back thoroughly and share information with account managers.
• Provide occasional assistance to field engineers at client sites.
• Maintain technical knowledge of current technologies and meet goals set by your manager.
• Work outside of business hours when necessary.
• Take part in the on-call rotation for after-hours support.
• Other duties as required or deemed necessary.

Core competencies:

• Excellent verbal and written communications skills.
• Critical thinking and problem solving.
• Troubleshooting and diagnostic skills.
• Demonstrated professionalism and demeanor.
• Effectively manage client interactions including handling stressful situations with confidence.
• Experienced problem resolution approaches including in a technical capacity.
• Superior team players as evidenced by experience working in collaborative work environments.
• Able to effectively work independently.

Minimum Technical Requirements:

• Strong knowledge of zone-based firewalls, managed switching, network infrastructure

• Strong knowledge of configuring and troubleshooting OS such as Windows 8/10/11, Windows Servers 2012-2022

• Good knowledge of Virtualization technologies, VMWare, Hyper-V

• Good knowledge of TCP/IP, DNS, DHCP
• Excellent knowledge of Microsoft Office 365 / Azure / Azure AD and Google G-suite
• Good knowledge of AD user management, Group Policy Management
• Good knowledge of LAN/WAN technologies
• Good understanding of VPN/remote access solutions
• Good understanding of VLAN configurations
• Good understanding of printer/scanner configuration on multifunction printers
• Strong knowledge of Server hardware. Knowledge of NAS and SAN is a plus
• Basic Knowledge of VOIP systems
• Basic knowledge of NVR / DVR security camera systems

Education & Experience:

• Bachelor's degree, or, Technical School Graduates and/or equivalent and relevant prior IT experience
• 4-6 years’ applied IT experience/Tier 2/3 level
• Mac and Linux OS experience preferred
• Network+, Microsoft Azure, Office 365 Certifications preferred

Benefits:

• Medical & Dental Insurance
• Health Reimbursement Account (HRA)
• Flexible Spending Account (FSA)
• 401K plan PLUS company match
• Long Term and Short-Term company paid disability plans
• Life insurance
• Paid Holidays
• Paid Time Off
• Profit Sharing - Discretionary Bonus Plan

Other, including Physical Requirements:

• Must have dexterity in fingers and hands for work requiring fine motor skills including but not limited to keyboard and phone operations.
• 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.
• Must be able to perform related activities, such as, but not limited to lifting up to 50 lbs. unassisted.

Applicants are strongly encouraged to submit a cover letter addressed to Human Resources, along with the resume.

Local applicants preferred. This job is designated as "hybrid." TSI's Internal Engineers are flexible and willing to work on hybrid basis from our main office in Foxboro, MA. This role may perform occasional field assignments in MA.