Senior IT Support Specialist

Insource Services - Boston, MA

Full-time - Mid Level

Boston, MA

Professional, Scientific, and Technical Services

About the position

This is an evergreen position that is always posted due to our rapidly changing hiring needs and growth. Our trusted team of experts provide our clients the expertise to effectively develop, manage or supplement their HR, Finance and IT functions. We work with small to mid-sized organizations on an as needed, outsourced basis so that growing companies have access to the specialized knowledge they need. At Insource, we love solving problems and making things work better for our clients. Everything we do at Insource is focused on helping our clients succeed in achieving their mission and business goals. We believe the organizations we work with can attain more effective business functions, grow and achieve its goals faster, by working together with accomplished outsourced experts (that's us). We work with small and mid-sized companies, including nonprofit organizations and startup ventures, from a diverse range of industries. We invest in our client relationships and care passionately about service.

Responsibilities

• Serve as a lead to the support delivery team.
• Be a resource to help develop support staff and provide advanced troubleshooting skills.
• Provide senior-level support to key clients.
• Provide support for Mac and Windows integrated with cloud technologies from Microsoft Azure, Dropbox, Office 365, Google, and many more.
• Participate and lead weekly support meetings to discuss new technologies, case studies, roadblocks, and outstanding service delivery.
• Lead and implement in collaboration with engineering technical projects, upgrades and assessments at relevant clients.
• Report on client tasks/tickets and effectively communicate technical issues and project execution with Client Manager and Network/Server Engineer.

Requirements

• Proven ability to effectively interact with end-users in identifying and resolving technical issues.
• A strong understanding of Networking Protocols and Procedures, all relevant Windows Workstation Operating Systems, Office products, MAC OS X Operating Systems, wireless configurations and switch configurations.
• A passion for customer service and technology with exceptional end-user support.
• Ability to multi-task across clients, industries, and technologies, while maintaining an appropriate level of professionalism and composure.
• Proactive and resourceful resolution to issues.
• Unique ability to work with both business and technical-minded employees in order to plan and execute against project timelines and deliverables.
• A firm understanding of Business, implementation experience, and desire to configure and maintain.
• Experience working with Active Directory.
• 4+ years in a customer facing, technical support role preferred.
• Bachelor's degree preferred.

Benefits

• Challenging, exciting consulting work without the overnight or long distance travel
• Competitive Salary
• Health, Dental, Life, Short Term and Long Term Disability insurance
• Generous paid time off
• Company Holidays
• Tuition Reimbursement
• 401K with company matching