Constant Contact · 1 month ago
Senior End-User Support Technician
Waltham, MA and Boston, MA
Full-time
Hybrid
Mid, Senior Level
$64K/yr - $80K/yr
4+ years expConstant Contact is a company focused on empowering business owners and individuals to succeed online. They are seeking a Senior End-User Support Technician to provide high-level technical support and resolve complex incidents for their diverse employee base, ensuring a customer-first service model in a fast-paced SaaS environment.
EmailEmail MarketingEvent ManagementMessagingSocial Media Marketing
Responsibilities
Serve as the primary point of resolution for escalated incidents and service requests that cannot be solved at the remote Tier 1/2 level, focusing on root cause analysis and permanent fixes
Maintain a laser-focused Customer-First mentality while ensuring all incidents are analyzed, resolved, and reported back within established SLAs
Deliver proven, white-glove support to company leadership (VIPs) and provide robust Audio Visual (A/V) and event support for conference rooms and executive offices in the Boston/Waltham locations
Be available onsite in our Boston or Waltham offices as needed to deliver the best possible hands-on support for all users, especially senior-level management and for critical events
Provide advanced hands-on and remote configuration and troubleshooting for client computers (PC and Mac), including hardware, operating systems (Windows & macOS), and common enterprise applications (e.g., MS Office, Google Workspace)
Utilize and manage modern device management platforms, specifically JAMF and InTune/Entra, for deploying, tracking, and securing endpoints
Complete assigned tickets in a timely manner, ensure meticulous asset tracking inventory is maintained according to work instructions, and thoroughly adhere to all IT procedures
Participate in essential support tasks including, but not limited to, Active Directory administration (users, computers, GPOs), desktop builds, software deployment, and hardware lifecycle management (recycling, inventory control)
Quickly assess blocking situations and develop ideas for continuous process improvement to enhance efficiency and the end-user experience
Continuously help the team learn and grow by creating detailed documentation, providing shadowing opportunities, and conducting training sessions
Effectively partner with other IT members across remote sites (e.g., Network, Infrastructure, Security) to communicate trends, report significant problems, and drive rapid ticket closure
Demonstrate an agile mindset that allows you to pivot quickly in a dynamic SaaS environment without losing focus on critical deliverables
Qualification
Required
Minimum 4 years of relevant experience providing Tier 2/3 deskside or end-user support in a corporate environment
Strong background in PC and Mac configuration and troubleshooting, including proficiency with both Microsoft Windows and Apple Computer desktop operating systems
Proficiency with an IT ServiceDesk incident management / ticket request tool (e.g., ServiceNow)
Hands-on experience with modern device management tools, specifically JAMF and InTune/Entra device management
Proven experience with Active Directory administration, including managing users, computers, and Group Policy Objects (GPOs)
Very strong interpersonal and communication skills with a proven ability to support employees at all levels, from new hires to the executive suite
Preferred
Bachelor's Degree in an IT or related field, or a combination of 4+ years related work experience
Technical certifications such as CompTIA Security+, A+, Microsoft, and ITIL certifications are highly desired
Prior experience working with, managing, and administering Conference Room Technology and the equipment required including Logitech, Crestron, Biamp, and more
Knowledge of networking concepts (TCP/IP, DNS, DHCP, VLANs, and VPN) and experience with Google products for business (Gmail, Calendar, G-Suite, Drive, etc)
Understanding of AI and the role that it can play in IT support, with a passion for finding opportunities to use automation to eliminate repetitive tasks
Benefits
Health and welfare benefits including paid leave
A generous paid time off policy
A competitive benefits package that supports the health and well-being of you and your family
Company
Constant Contact
Constant Contact makes digital marketing easy and effective for small businesses and nonprofits across the globe.
1001-5000 employees
H1B Sponsorship
Constant Contact has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (20)
2024 (16)
2023 (16)
2022 (33)
2021 (21)
2020 (27)
Funding
Current Stage
Public CompanyTotal Funding
$423.16MKey Investors
Clearlake Capital GroupGreylock
2025-10-07Private Equity
2021-02-11Private Equity· $400M
2015-11-02Acquired
Leadership Team
Frank Vella
Chief Executive Officer
Jerry Jao
SVP & GM
Recent News
The Journal Record
2025-11-09
Company data provided by crunchbase