Technical Support Specialist - SSP
Boston, MA
About the Job
Technical Support
9+ months
Boston, MA - Onsite no remote
Seeking a Senior Technical Support Specialist who is eager to join a dynamic support team. The Senior Technical Support Specialist will manage desktop and application solutions in order to a meet the business needs of the organization. The ideal candidate will be capable of solving user support issues while collaborating with other support team members. In this role, the selected candidate must be focused, reliable, responsive and possess excellent communication skills. The Senior Technical Support Specialist will participate in and may lead initiatives and projects, must meet deadlines, and must deliver quality results. This role will provide direct technical assistance and support to Technical Support Specialists and work directly with external customers to resolve issues in live production environments. The ideal candidate will be able to work with customers to provide system support focused on improving hardware and system performance, as well as overall customer satisfaction. Candidates will be measured by their ability to resolve complex hardware and software issues while delivering an exceptional customer experience. The primary responsibilities handled by the Senior Technical Support Specialist include: Provide remote and onsite hardware support (desktop, printer, mobiledevices) Perform remote analysis, diagnosis, and resolution of complex mobile, desktop, system, and network problems for end-users, and recommend and implement corrective solutions Assist in defining and documenting standards for the SCM and other infrastructure processes and ensure those standards are adhered to by other Technical Support Specialists Assess system needs and recommending technical solutions such as patches, upgrades, or enhancements Complete remote software installations andupgrades Track and report all inventory needs and assignment changes, provide inventory oversight Complete ticket documentation and tracking using Cherwell with a high level of dataquality Provide technical oversite, mentorship and training to desktop and system supportteam members Lead collaboration efforts with other teams within Customer Service toward the successful completion of departmental projects and initiatives Collaborate with Server and Network Administrators to achieve optimal configuration of all applications and systems Complete software configuration andtroubleshooting Provide advanced Windows and Microsoft Office support Troubleshoot and support various VirusProtection tools and remediation Support MicrosoftActive Directory administration Other duties as assigned
Qualifications: Candidates must be able to clearly and effectively communicate with team members, management, and end-users on a regular basis. After-hours availability is required in order to respond to emergencies, and to complete system maintenance that cannot be performed during normal business hours.
Minimum of three to five years experience in the following areas: o Supporting Windows 7 and Windows 10 o Supporting MicrosoftOffice 2016 o Supporting Symantec Endpoint Protection 12 or higher o Supporting printing environment including deployment of new printers in a shared environment Secretary of the Commonwealth Senior Technical Support Specialist o Configuring and troubleshooting desktop hardware (Dell and Client preferred) to include image creation and maintenance o Remote usersupport o Microsoft Active Directory administration including user creation andmodification BA/BS in an engineering or technology related field or equivalent 5 years of related experience preferred MCSA or MCSE Certification Role specific IT Certifications (MS Support, Windows OS, Network, A+,etc.) Advanced Windows and Windows Server OS Knowledge (Win 7/8/10/2008/2012/2016) Advanced knowledge of desktop and peripheraltroubleshooting General knowledge of industry best practices andtechnologies Experience with Windows Patch Management, Desktop Updates, and Anti-virustools Demonstrated familiarity with a ticketing or service desk software application and SLA driven resolution times Experience with a remote support tool (BOMGAR, Windows Remote Desktop, etc.) Demonstrated ability to work with minimal supervision to set and prioritize work with a high level of detail Highly self-motivated individual who has the ability to work independently as well as in a team environment Attention to detail and strong organizationalskills Excellent verbal and written communication skills; Possess strong documentationskills Excellent customer service skills Problem solving and analyticalskills Ability to multitask with varying priorities Proven track record for meeting group goals and expectations Ability to occasionally travel throughout the Commonwealth for sitevisits Candidate MUST have a valid driver s license
Experience with the following is also a Plus: MicrosoftActiveDirectoryGroup Policy Cherwell HelpDesk Management Software Bomgar Remote Support Scripting and task automation Microsoft SCCM Manage EngineAD360 LansweeperITA
The Company is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.
9+ months
Boston, MA - Onsite no remote
Seeking a Senior Technical Support Specialist who is eager to join a dynamic support team. The Senior Technical Support Specialist will manage desktop and application solutions in order to a meet the business needs of the organization. The ideal candidate will be capable of solving user support issues while collaborating with other support team members. In this role, the selected candidate must be focused, reliable, responsive and possess excellent communication skills. The Senior Technical Support Specialist will participate in and may lead initiatives and projects, must meet deadlines, and must deliver quality results. This role will provide direct technical assistance and support to Technical Support Specialists and work directly with external customers to resolve issues in live production environments. The ideal candidate will be able to work with customers to provide system support focused on improving hardware and system performance, as well as overall customer satisfaction. Candidates will be measured by their ability to resolve complex hardware and software issues while delivering an exceptional customer experience. The primary responsibilities handled by the Senior Technical Support Specialist include: Provide remote and onsite hardware support (desktop, printer, mobiledevices) Perform remote analysis, diagnosis, and resolution of complex mobile, desktop, system, and network problems for end-users, and recommend and implement corrective solutions Assist in defining and documenting standards for the SCM and other infrastructure processes and ensure those standards are adhered to by other Technical Support Specialists Assess system needs and recommending technical solutions such as patches, upgrades, or enhancements Complete remote software installations andupgrades Track and report all inventory needs and assignment changes, provide inventory oversight Complete ticket documentation and tracking using Cherwell with a high level of dataquality Provide technical oversite, mentorship and training to desktop and system supportteam members Lead collaboration efforts with other teams within Customer Service toward the successful completion of departmental projects and initiatives Collaborate with Server and Network Administrators to achieve optimal configuration of all applications and systems Complete software configuration andtroubleshooting Provide advanced Windows and Microsoft Office support Troubleshoot and support various VirusProtection tools and remediation Support MicrosoftActive Directory administration Other duties as assigned
Qualifications: Candidates must be able to clearly and effectively communicate with team members, management, and end-users on a regular basis. After-hours availability is required in order to respond to emergencies, and to complete system maintenance that cannot be performed during normal business hours.
Minimum of three to five years experience in the following areas: o Supporting Windows 7 and Windows 10 o Supporting MicrosoftOffice 2016 o Supporting Symantec Endpoint Protection 12 or higher o Supporting printing environment including deployment of new printers in a shared environment Secretary of the Commonwealth Senior Technical Support Specialist o Configuring and troubleshooting desktop hardware (Dell and Client preferred) to include image creation and maintenance o Remote usersupport o Microsoft Active Directory administration including user creation andmodification BA/BS in an engineering or technology related field or equivalent 5 years of related experience preferred MCSA or MCSE Certification Role specific IT Certifications (MS Support, Windows OS, Network, A+,etc.) Advanced Windows and Windows Server OS Knowledge (Win 7/8/10/2008/2012/2016) Advanced knowledge of desktop and peripheraltroubleshooting General knowledge of industry best practices andtechnologies Experience with Windows Patch Management, Desktop Updates, and Anti-virustools Demonstrated familiarity with a ticketing or service desk software application and SLA driven resolution times Experience with a remote support tool (BOMGAR, Windows Remote Desktop, etc.) Demonstrated ability to work with minimal supervision to set and prioritize work with a high level of detail Highly self-motivated individual who has the ability to work independently as well as in a team environment Attention to detail and strong organizationalskills Excellent verbal and written communication skills; Possess strong documentationskills Excellent customer service skills Problem solving and analyticalskills Ability to multitask with varying priorities Proven track record for meeting group goals and expectations Ability to occasionally travel throughout the Commonwealth for sitevisits Candidate MUST have a valid driver s license
Experience with the following is also a Plus: MicrosoftActiveDirectoryGroup Policy Cherwell HelpDesk Management Software Bomgar Remote Support Scripting and task automation Microsoft SCCM Manage EngineAD360 LansweeperITA
The Company is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.
Source : SSP