Iron Systems, Inc · 3 days ago
Desktop Support L1 Tech
Cambridge, MA
Contract
Onsite
Entry Level
1+ years expIron Systems, Inc is seeking an Onsite Support Technician to provide quality end-user support. The role involves installing and configuring hardware and software, managing the ticket queue, and coordinating with vendors for support services.
ComputerEmbedded SystemsInformation TechnologyManufacturingSoftware
Hiring Manager
Tushar Arora
Responsibilities
Provide customer facing end-user support that includes: Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software
Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes, etc
Perform onsite updates, Configuration changes, or Software installations
Provide onsite technical assistance to End Users
Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent
Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed
Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades
Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites
Provide On-call support if required outside business hours on a rotational basis
Provide Hand and Feet support for network data and voice devices
FSO Telecom task: Installation of IP, wireless, Analog and Digital phones (Avaya , Nortel, Cisco, Siemens, Mitel etc.)
Configuration of phones using SOP and Phones movement
Update the inventory of phones, peripherals and system cards (like TDM, digital and CPU cards etc.) to network voice team
Testing the cables using the tester for IP phone and TDM phones from patch panel to user’s desk
Punching the cable for different type of panel like patch panel or IDF or MDF for krone with krone tool and punching tool
Update the circuit inventory and vendor details for service provider to network voice team
Coordination with local vendor for ISP, OEM, channel Supplier and different team
Qualification
Required
Minimum Experience 1-3 Years of Field Services Technician
Experience in service delivery and End user hardware and software Configuration troubleshooting providing quality services to the end users
Provide customer facing end-user support that includes: Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software
Perform Break Fix, Desk Side Support, IMACD's, Data Migration, Refreshes, etc
Perform onsite updates, Configuration changes, or Software installations
Provide onsite technical assistance to End Users
Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent
Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement
Respond to end-user requests for updates on ticket status and promptly follow up as needed
Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades
Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites
Provide On-call support if required outside business hours on a rotational basis
Provide Hand and Feet support for network data and voice devices
FSO Telecom task: Installation of IP, wireless, Analog and Digital phones (Avaya, Nortel, Cisco, Siemens, Mitel etc.)
Configuration of phones using SOP and Phones movement
Update the inventory of phones, peripherals and system cards (like TDM, digital and CPU cards etc.) to network voice team
Testing the cables using the tester for IP phone and TDM phones from patch panel to user's desk
Punching the cable for different type of panel like patch panel or IDF or MDF for krone with krone tool and punching tool
Update the circuit inventory and vendor details for service provider to network voice team
Desired Qualifications: BS/BA in Computer Science, Information systems, or an equivalent combination of education or experience
Experience with various desktop systems, operating systems, and diverse technical environments
Excellent customer service orientation and verbal communication skills
Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices
Ability to install software for and troubleshoot a wide range of applications
Analytical thinking and problem-solving ability
CompTIA A+ certification or equivalent certification
Flexible for travelling to remote sites or cluster
Provide assistance for network relates issues
Should be able to lift weight up to 30 lbs at waist level
Company
Iron Systems, Inc
IRON Systems is a leading provider of integrated information technology solutions and last-mile supply chain services to the global Data Center, Edge Computing, Telecom and IoT Infrastructure and adjacent industries.
1001-5000 employees
H1B Sponsorship
Iron Systems, Inc 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 (4)
2024 (3)
2023 (2)
2022 (6)
2021 (4)
Funding
Current Stage
Late StageRecent News
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