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Form of workAbout ITS:
Are you ready to be a part of something extraordinary? IT Solutions is a Managed Service Provider specializing in proactive and strategic IT support for small to mid-market businesses-but we're more than that-we're a passionate team of problem solvers dedicated to making an impact on our diverse clientele and within the IT industry. With over 25 years of experience, we are a nationally recognized leader in the IT space, which we've earned through prioritizing client success, ownership thinking, and passionate problem-solving. At IT Solutions, you'll experience a world of innovation and opportunity backed by a regionally recognized employer.
Support Engineer:
When was the last time you truly enjoyed going to work? It is an ideal time to join our highly talented and growing team. We are looking for individuals that have a strong desire to learn as well as outstanding customer service skills. We put great focus on training as well as earning new industry certifications.
Position Summary:
Are you ambitious, organized, and solution-focused? We are a fast-growing IT Support company in need of a Support Engineer to join our team in providing exceptional IT services to small and medium-sized businesses throughout Massachusetts, Rhode Island, and Southern New Hampshire. Our Support Engineers focus on ticket resolution, working on all level reactive tickets for our clients. The Support Engineers possess a broad range of both technical and business skills, as well as the ability to switch task between different priorities. Our Support Engineers work closely with our clients and other internal resources to provide best in class IT services, therefore excellent oral and written communication skills are required.
Essential Duties and Responsibilities:
- Work directly with clients to provide reactive technical support at all levels.
- 95% ticket resolution
- 12+ resolutions per day
- Answer incoming calls and provide technical support remotely (both software and hardware) and network issues.
- Work with the Service Manager to identify trends and underlying technology issues impacting tickets per endpoint (TPE)
- Collaborate with team and Service Manager to assess process improvement opportunities, assess tools, etc. to improve Support operations
Requirements
Technical Requirements:
- 3+ year of experience with IT Support Desk/helpdesk/desktop support
- Experience working for an MSP (managed service provider)
- Experience troubleshooting Network Printer Connectivity
- Experience with Microsoft Windows Server; Active Directory Management, Group Policy, etc.
- Processing new hires and terminations in environments with AD sync.
- Experience with Microsoft Exchange, including email account creation, distribution list management, and other basic administrative tasks
- Exposure to O365 and or/other hosted email platforms
- Experience administering SharePoint/OneDrive.
- A general understanding of TCPIP, DNS, DHCP, and RADIUS
- Hands on experience with virus, spyware, and malware removal
- Basic Network troubleshooting skills
- Experience installing and supporting Microsoft Office Suite.
- Troubleshooting Outlook, Word, Excel, PowerPoint.
- Experience supporting VPN client technology.
- Experience troubleshooting SonicWall Netextender.
- A general understanding of server virtualization technologies.
Additional Requirements:
- Experience working for MSP (Managed Service Provider)
- Proven ability to set and manage client expectations
- Exceptional customer service and communication skills
- Over the phone/remote support
- The ability to work effectively in a fast-paced environment
- Attention to detail and strong desire to learn
- Ability to work a minimal-load on-call rotation
- Local travel required on an as needed basis, including the Boston area.
Experience
Preferred Technical Experience:
- Experience working for MSP (Managed Service Provider)
- Experience supporting networks for small to mid-sized businesses
- Experience administering Azure or other Cloud Services
- Experience with MS Teams
- MAC experience
- Experience with switches, Ubiquiti WAPS, SonicWall and Meraki Firewalls.
- Microsoft SQL
- Backup, Disaster Recovery, and Business Continuity
- Remote desktop services; Citrix/Microsoft
- VPN solutions
- Hyper-V, VMWare
- PowerShell
Compensation Package
ITS offers a full benefits package, including:
- Rich Medical and prescription plans
- Dental & Vision
- Paid Holidays and Paid Time Off
- 401K/401K Roth with Safe Harbor matching
- Stock Appreciation Rights
- Company-paid life insurance, long-term and short-term disability insurance
- Company-paid mental health support & financial wellness services
- FSA for medical and dependent care
- HSA option with compatible medical plan
- Wellness Program including gym membership discount
- Company-paid training, materials, and exams
- Performance-based bonuses
- Travel reimbursement
IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Employment Type: Full-time
