Key Responsibilities include:
- Provide deskside and remote support for employees, resolving incidents related to hardware, software, mobile devices, and collaboration tools.
- Install, configure, and maintain operating systems, Microsoft 365 applications, and standard business software.
- Troubleshoot complex issues involving Windows, Microsoft 365 (Teams, Outlook, SharePoint, OneDrive), Azure AD, Azure Virtual Desktop, and networking components.
- Support AV/conference room systems, ensuring reliable video and audio performance.
- Manage onboarding and offboarding tasks, including device setup, access control, and provisioning.
- Deliver prompt, professional, and courteous communication with end users until resolution is achieved.
Technical Mentorship:
- Serve as the technical escalation point for the Boston IT Support team, providing guidance and advanced troubleshooting support.
- Mentor junior engineers, fostering technical growth and consistency in service quality.
- Develop and maintain automation scripts and tools (PowerShell, Bash, or Python) to streamline support workflows and improve system management.
- Support the IT User Support Manager in maintaining and automating global performance metrics (SLA, CSAT, MTTR), ensuring data accuracy and visibility across regions.
- Identify and implement opportunities to improve efficiency, reliability, and self-service capabilities.
- Assist with documentation, training materials, and technical standards to improve global support maturity.
Systems and Process Management:
- Maintain and update tickets in the ITSM system (ConnectWise) in alignment with SLA and KPI targets.
- Contribute to IT documentation, troubleshooting guides, and the global knowledge base.
- Assist with patch management, endpoint protection, and compliance enforcement.
- Perform light network troubleshooting (VPN, Wi-Fi, switches, Zscaler) and coordinate with Infrastructure and Security teams for escalated issues.
- Coordinate with vendors for hardware repairs, warranty claims, and software support escalations, ensuring timely resolution and communication to stakeholders.
- Provide technical input to the IT User Support Manager on vendor performance and product evaluations.
- Participate in IT audits, risk reviews, and compliance initiatives.
Use AI and automation tools to streamline IT operations, reduce repetitive work, and improve support team productivity. This includes both hands-on automation (e.g., scripting routine tasks, AI-powered triage) and partnering with global IT and engineering teams to deploy scalable solutions.
#INDBOS
Pay: $35.00 - $40.00 per hour
Work Location: In person
