IT Support Engineer at Tech Superpowers
Cambridge, MA

Job Description

IT Support Engineer

Tech Superpowers

Cambridge, MA

About Tech Superpowers (TSP)

Since 1992, we've been providing clients with forward-thinking IT solutions and high-touch, personalized service. We're proud to have served a broad base of clients - from big names like Novartis, John Hancock Mutual Life, and the Boston Celtics, to dozens of smaller businesses. And we continue to evolve in order to meet our clients' changing IT needs.

Our team of more than 15 professionals comes from a diverse range of backgrounds - they've worked as architects, Apple techs, audio producers, and business consultants in industries that include broadcasting, big pharma, and finance. This broad expertise leaves us uniquely qualified to think big picture about information technology. We do much more than solve problems; we serve as trusted advisors and strategists, managing for both the short and the long term. We empower our clients to reframe technology as a valuable asset that can produce more satisfied customers, loyal, engaged employees, and long-term competitive advantages.

Job Summary

We are currently seeking a full-time IT Support Engineer. Our IT Support Engineers are key to delivering on our promise to support critical technology for our clients. They provide essential, reliable IT support for our users in two key areas of the business: providing direct end-user support on our help desk and during onsite visits.

Why Choose Us

You'll be given the chance to work with driven, passionate people. Each one of us strives to view each and every interaction through the eyes of the client. We empower our staff to partner together to make smart, timely decisions. And ultimately, we believe in the power of technology to enrich the human experience. You'll be rewarded with a comprehensive benefits package including paid time off, medical, dental, vision insurance, flexible spending accounts, commuter benefits, 401k, paid holidays, training and education reimbursement and more.

Job Responsibilities:

Help Desk

* Respond to incoming technical requests from clients via phone or ticket tracking system in a prompt and courteous manner while keeping accurate documentation of resolution
* Quickly isolate technical issues and utilize time management skills to triage and schedule help requests to meet SLAs

Field Support

* Perform onsite support visits in a formal business setting
* Focus on direct user engagement and ensure meticulous attention to detail to ensure smooth operation of infrastructure

Qualifications and Skills:

* Bachelor's degree in Computer Science or equivalent experience
* Minimum of 2 years in-the-field experience with maintaining, troubleshooting, and supporting various technology environments; communication and collaboration tools experience ranging from email to cloud-based software
* Proficient understanding of macOS and Windows, network connectivity, basic IT security, and project management
* Strong analytical, problem solving, organizational, and planning skills
* Excellent interpersonal skills; ability to interact with personnel at all levels
* The passion to learn and grow
* Willingness to take initiative and to follow through on projects
* Willingness to work occasional nights and weekend
* Valid driver's license and willingness to travel within the Greater Boston area

Ideal candidate will also have the following experience:

* Prior experience working within the Managed Services realm is highly desirable
* Hands-on experience with setup, configuration and troubleshooting of firewalls, switches and peripheral networking hardware
* Working knowledge of network technologies involving Local Area Networks (LAN), Wide Area Networks (WAN) and Virtual Private Networks (VPN)

Disclaimers:

Applicants, as well as position incumbents, who become disabled as defined under the Americans with Disabilities Act must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis.

Tech Superpowers is committed to the principle of equal employment opportunity. Applicants for employment and employees are reviewed on their individual qualifications for a position. Under no circumstances will Tech Superpowers discriminate against qualified persons on the basis of race, color, religious creed, retaliation, national origin, ancestry, sexual orientation, gender, gender identity/expression, disability, mental illness, genetics, choice of health insurance, marital status, age, veteran status, or any other basis prohibited under applicable law.