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IT Support Specialist in Boston Region

2 months ago

Boston, Massachusetts, United States Proactive Technology Management Full time
Position Overview

Proactive Technology Management is seeking a skilled IT Support Specialist to enhance our team in the Boston region. We are in search of a dedicated and self-sufficient IT professional who excels in collaborating with a remote team of talented technicians. If you thrive in diverse client settings while delivering exceptional customer service and technical assistance, this opportunity may be ideal for you.

Location:

This role requires full-time engagement within the Boston region.

What Sets Proactive Technology Apart:

  • Regular monthly evaluations and annual career planning
  • Clear trajectory for professional development and personal advancement
  • Engaging, team-oriented environment
  • Continuous learning of emerging technologies
  • Passionate about IT

Career Path:

Technician -> Integrator -> Engineer -> Consultant

As you progress, you may work remotely or on-site with clients. Initially, you will not be assigned specific clients. As you advance to a senior technician role, you will have the chance to work directly with designated clients, becoming a Primary. This advancement will involve managing larger clients, necessitating a deeper understanding of technology to effectively support our clientele. Some technicians may choose to specialize in specific IT domains such as security, networking, or cloud solutions.

Role Responsibilities:

We are looking for an experienced technician to join at the Integrator level. This position will follow a hybrid work model, with most troubleshooting conducted remotely and on-site visits as necessary. A minimum of 4 years in Tier 3-level support or a specialized role is preferred.

Primary technicians engage directly with our clients and fellow IT professionals. If you enjoy interacting with various individuals daily and solving problems in real-time, this position could be a perfect match for you.

Initial Expectations:

Week 1 - Observe and Learn

Your first week will introduce you to our team, processes, and client accounts. You will familiarize yourself with our systems and understand our organizational structure and daily workflow. This week will involve significant observation, participation in larger projects, and joining our support call queue.

Week 2 - Observe and Begin Contributing

Transitioning from observation, you will start taking a more active role in troubleshooting and participating in on-site projects. Your schedule may include handling remote support tickets and accompanying another technician for on-site visits.

Weeks 3 and 4 - Engage and Learn

By the end of your first month, you should feel confident managing the support call queue, addressing tickets, and participating in on-site visits. A 30-day review will ensure you are comfortable with your responsibilities and tracking your hours effectively.

Essential Qualifications:

This dynamic role demands a solid understanding of Networking, Office 365, Windows Desktops, Windows Servers, Active Directory, and Security. Proficiency in troubleshooting, implementation, and installation is crucial for success.

Must-Have Skills:

  • Experience with Office 365 and Windows Server
  • Firewall troubleshooting expertise (e.g., Sophos, Cisco, Sonicwall, Watchguard)
  • Network setup experience (installation of access points, switches, and firewalls)
  • Knowledge of virtualization and networking
  • Exceptional customer service skills

Preferred Qualifications:

  • Bachelor's degree
  • IT-related certifications
  • Experience in a Managed Service Provider (MSP) environment
  • 3+ years of IT experience in the healthcare sector

Key Responsibilities:

  • Establishing customer networks (from cloud to endpoint)
  • Installing Windows Servers
  • Maintaining configurations
  • Providing ongoing support for access points, firewalls, and switches
  • Remote troubleshooting and on-site support as needed
  • Standard Monday to Friday schedule with one Saturday per month for the first 18 months

Benefits Offered:

  • Comprehensive medical benefits
  • Two weeks of paid vacation
  • Quarterly bonuses and performance reviews
  • Full-time employment
  • Dental and vision insurance
  • 401(k) matching program