Address
Form of workLocation: Boston orGreater Boston region
Who We Are:
Welcome to the home of technology wizards, cybersecurity heroes, and boundary-pushing innovators - Bulletproof, a GLI company! Hailing from Canada but making waves globally, we're not your average tech company. Our shelves are decorated with accolades, including Microsoft's global Security Partner of the Year in 2021. But, hey, who needs a trophy when you've got a vision to serve, secure, and empower the world through people and technology? Join us on a mission to make the world a safer place-one customer at a time!
Why Bulletproof!
- Challenging Work: Dive into brain-twisting challenges where your ideas are the magic potion to our success.
- Great People: We're an open, honest community of real people. Everyone's a rockstar, and teamwork is our dreamwork!
- Global Impact: Span continents, break boundaries, and shake hands with cultures worldwide. Be part of a global impact story every day.
- Diversity, Equity, and Inclusion: We celebrate our differences Join our never-ending quest for equality-it's our secret weapon.
Position Overview:
The position requires the flexibility to adapt in a fast-paced, changing environment and the ability to meet deadlines in a timely manner. Bulletproof's Managed Services group is a 24x7x365 operation, working hard to enable the best possible support and uptime for all of our valued clients.
Based primarily out of our Waltham office, normal working hours for this position are Monday to Friday, between 9:00 AM - 5:00 PM local time. Occasionally, work may be needed outside of these core hours in order to accommodate implementations or to address client outages, so flexibility is a must. This position may also require regular travel to and from client sites within the Greater Boston region, which may extend paid travel time outside of core hours.
Responsibilities:
- Perform on-site client visits to facilitate troubleshooting, repairs, installations and implementations.
- Triage and classify incoming support requests from clients via phone, email, and live chat.
- Provide tier 1 support for customer operating systems, software, hardware, and network issues, including Windows, MacOS, iOS, and Android.
- Perform software, hardware, and network installations, repairs, and updates.
- Provide technical support of LAN, Desktop, and server devices.
- Identify and escalate tier 2 support requests as appropriate.
- Maintain enterprise Microsoft environments.
- Create and manage support tickets, and accurately track time and expenses, using PSA and ERP software.
- Support Windows Server environments, including DFS, clustering, virtualization, etc.
- Cover on-call hours for nights and weekends on a periodic basis.
Qualifications/Experience:
- Past experience at a Managed Service Provider would be a strong asset.
- Strong familiarity with Microsoft 365, Microsoft Azure, and Microsoft's cloud ecosystem, and network technologies, such as DNS, DHCP, GPO, DFS.
- Ability to troubleshoot complex issues in a systematic and efficient way.
- Strong customer service skills are required.
- Ability to work independently is a must.
- Strong familiarity with Microsoft Hyper-V; other virtualization technologies a plus.
- Experience and certifications supporting Fortinet networking products and solutions are ideal.
- Microsoft Certified Professional, Solutions Associate, or Solutions Expert strongly preferred.
- Any additional industry certifications such as Citrix, Datto, VMware, Cisco, or HPe are beneficial.
- A college certificate or diploma in information technology and/or have relevant experience and industry certification.
- Passion for IT and desire to learn more about it.
- Solid working knowledge of Microsoft Windows, Microsoft 365 and other Microsoft Office programs is a requirement.
- Excellent communication and interpersonal skills, exceptional telephone manners and a strong customer service orientation is required.
- Ability to work independently with minimal supervision while handling multiple tasks and changing priorities.
- A valid driver's license.
- Familiarity with ITIL processes is an asset.
What's in it for you:
- An amazing health plan.
- Competitive pay and a performance rewards program.
- Continuous education in a workplace that's a blast, making it more enjoyable.
- Opportunities for career growth that'll have you reaching for the stars.
- Soak up the global company experience and mingle with colleagues worldwide.
- Community involvement opportunities.
- Earn while you give back - enjoy paid access to volunteer time!
- Life insurance that's your safety net in the circus of life.
- Paid time off to relax and enjoy life.
- Annual bonuses and a Service Award Bonus for the ultimate celebration.
- Reimbursement for professional development that's a treat for your career.
Equal Opportunity Statement:
Bulletproof is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Bulletproof is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Other details
- Job Family Canada
- Pay Type Salary
- Employment Indicator Regular
Apply Now
