Information Technology Support Specialist

Overview

One of our customers is hiring a fulltime IT Support Specialist who will work onsite in Kenmore Square five days per week with a team of IT specialists to deliver excellent support and management of our customers’ environments. They will field issues and requests escalated directly by customer IT personnel, end-users, and monitoring tools. This role will have broad exposure across a range of end-user devices and applications.

The support specialist will be expected to work issues independently, and when needed, with the assistance of senior subject matter experts on the team. The ideal candidate will be a self-starter, with an ability to learn quickly and provide exceptional customer service.

• Monday to Friday

• ITIL v4 Foundation (Required)
• Mac OS: 2 years + (Required)
• Kanji/ JAMF: 2 years+ (Required)
• OKTA: 2 years+
• Windows: 2 years + (Required)
• Slack/ Teams/ Collaboration Tools: 2 years (Required)
• Microsoft 365: 2 years (Required)
• CompTIA A+, Network+, Security+ (Required)
• Microsoft MTA (Preferred)
• Google IT Support Professional (Preferred)
• MS Intune: 2 years (Preferred)

• 2-3 years in a technical support role
• Experience providing customer support
• Experience in 24x7x365 Managed Services preferred
• On-site IT Service Experience preferred
• Experience using ITSM and Monitoring toolsets

• Triage tickets per specified severity levels.
• Refer/ escalate customer issues to the appropriate level of support, as needed.
• Respond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications where required.
• Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs).
• Use a ticket system to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAs.
• Supporting end-users by diagnosing and resolving computer hardware, network, and application issues.
• Assist with cross-training of other team members, as needed.
• Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations.
• Perform other tasks as assigned by management.

• Experience working within SaaS Tools to perform basic tasks, such as user creation and password resets.
• Ability to use and troubleshoot Microsoft Windows, Office, Office
  365, and macOS.
• Highly analytical thinker and troubleshooter.
• Detail oriented with excellent documentation and communication skills.
• Self-motivated, passionate about technology, with the desire to learn new things.
• Foundational understanding of operating systems and servers, both physical and virtual.