BCS365 · 18 hours ago
IT Field Support Technician (Managed Service Provider)
Rockland, MA
Full-time
Onsite
Mid Level
$30/hr - $38/hr
4+ years expBCS365 is a Managed Service Provider seeking an IT Field Support Technician to provide on-site technical support to clients. The role involves resolving complex technical issues, ensuring client satisfaction, and maintaining effective communication with clients while adhering to company policies and procedures.
Cloud ComputingCyber SecurityElectronicsSoftwareCloud ManagementDevOpsIT InfrastructureIT ManagementMobile DevicesNetwork Security
No H1B
Responsibilities
On-site Technical Support: Respond to client requests for on-site assistance promptly and professionally. Travel to client locations throughout the Massachusetts area within a day's notice to provide level 2 technical support. (Same day notice may be required)
Provide on-site meeting support: Physically be present at a meeting location to assist with the smooth running of the event, including tasks like setting up equipment, managing logistics, troubleshooting technical issues, providing attendee support
Provisioning: Setting up IT Systems, including new user accounts and hardware replacements
Video Conferencing Support: Provide on-site support to troubleshoot, diagnose and maintain video conferencing rooms
Troubleshooting and Issue Resolution: Diagnose and resolve complex hardware, software, and network-related issues faced by clients. Analyze problems, determine the best course of action, and implement appropriate solutions to minimize downtime
Incident Management: Log, track, and update all support incidents in a timely manner using ServiceNow ticketing system. Ensure that issues are documented accurately, including troubleshooting steps taken and problem resolution details
Hardware and Software Installations: Perform installations, upgrades, and configuration of computer hardware, software, and peripheral devices at client sites. Ensure proper functionality and compatibility with existing systems
Network Infrastructure Support: Assist with the setup, maintenance, and troubleshooting of client network infrastructure, including routers, switches, and firewalls. Collaborate with network engineers to resolve complex network issues
Client Communication: Establish and maintain positive relationships with clients, providing regular updates on the status of ongoing issues and ensuring open lines of communication. Offer clear instructions and guidance to clients on technical matters
Documentation and Knowledge Sharing: Create and maintain technical documentation, including standard operating procedures, troubleshooting guides, and knowledge base articles. Share knowledge and provide training to clients and internal teams as needed
Adherence to Policies and Procedures: Follow established protocols, security guidelines, and service level agreements (SLAs) when performing job duties. Comply with company policies and procedures related to information security and data protection
Provide Information Technology Support (ITS) relating to desktop technical issues involving Microsoft’s core business applications, operating systems for PC (Windows 7+), MAC (OS X) and peripherals
Function as the first point of contact to the customer for all types of service requests
Required to be on Phone Support when not actively working a case or at a client’s location
Process service requests as they arrive through direct customer call or other communication vehicle. This includes but not limited to:
Create new cases in ticketing system: Obtain and evaluate all relevant information for service issues and requests, according to procedures
Self-Assign incoming cases by identifying and investigating users’ questions and problems and providing immediate solutions when applicable
Escalate client support cases that cannot be remedied quickly to appropriate resource following the escalation process and procedures
Responsible for entering time and all work with proper updates in ticketing system as it occurs
Apply technical knowledge to quickly resolve end user related opportunities such as password resets for the various applications supported
Addressing email related issues (i.e., creation of distribution lists, shared mailboxes, etc.)
Addressing phone related issues (Apple and Android) via Intune or other MDM
Administering security group permissions on files shares, SharePoint and other applications per policy
Troubleshoot network connectivity, printer issues, and collaboration applications
Responsible for technical break/fix support for all ITS Systems currently deployed in production
Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases
Responsible for administration, maintenance and second level support of back-end global ITS systems
Identification of opportunities for continuous improvement of systems in production
Ability to work in a team and communicate effectively
Collaborate with the Dispatcher and Help Desk Manager to ensure requests are routed to the proper resource to be resolved quickly and efficiently
Maintain acceptable KPI’s levels to meet expectations
Data entry may be required for new and active clients in ticketing system
Responsible for entering time and all work with proper updates in ticketing system as it occurs
Onsite work at client locations will be required as needed (clients may be in Massachusetts, New England, or other states within the U.S.)
Ability to adhere to schedule, as well as be flexible as start/end times may vary due to client needs
Other duties as assigned
Demonstrate exceptional customer service skills to exceed customers’ expectations and to minimize escalations by taking ownership of customer reported issues
Illustrated diplomacy, tactfulness and empathy when dealing with customers
Exemplified ability to defuse escalations and high-tension situations
Well-developed ability to appease customers experiencing service outages and difficulties
Ability to listen actively and ask clarifying questions to seek understanding
Experience going above and beyond the duty to delight customers
Must have a genuine drive for customer satisfaction and retention
Qualification
Required
Must be authorized to work in the U.S
This is a full-time, direct hire position
Schedule: Monday - Friday, 7:00 AM - 4:00 PM (ET). Start/end times may vary due to client needs
Must be able and willing to commute daily to Rockland, MA office
Valid Driver's License required
Education: Bachelor's degree in computer science or related field, or equivalent experience
IT Experience: 4 years minimum
Previous MSP experience, or experience supporting external customer base
Must have O365 Admin, Azure (AAD) and On-Prem AD experience
Familiar with Group Policy and Conditional Access Policy (CA)
Experience with ServiceNow and Automate RMM
Advanced understanding of operating systems (Windows 10 or higher and MAC OS X), printing systems, network topology and infrastructure terminology
Required Certifications: One or more of the following: CompTIA or A+, Network+, Microsoft MCP, MS 900, AZ 900
Valid Driver's License
Physical requirements include standing or sitting for extended periods of time, bending, kneeling, twisting, and lifting up to 75 lbs
Must be able to use a computer, handle IT equipment, and communicate with customers
Preferred
Preferred Certifications: MS 102, AZ 104 or CCNA
Continually advancing your knowledge base through certification courses
Benefits
Health, Dental, Vision, Life/AD&D, Long-Term Disability, Accident, Hospital Indemnity, Critical Illness
Paid Time Off (Vacation, Holidays, Birthday)
401k Retirement Plan with Company Match
Peer-to-Peer Recognition
Learning and Development
Pet Insurance
Fun On and Off-Site Events
Referral Bonus Program
Employee Assistance Program
Company
BCS365
BCS365 offers data encryption, mobile device management, cloud, MS office 365, DevOps, IT support, IT consulting, and monitoring services.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Roy Abiyounes
Chief Technology Officer
Kim Abiyounes
COO
Recent News
PRNewswire
2023-04-25
Company data provided by crunchbase