Systems Specialist / IT Tech Support - Boston

Job Description:

The Systems Specialist is responsible for handling first-level support of service requests in a professional and timely manner. This relates to all technology including workstations, laptops, Macs, printers, vendor specific hardware and software within all client networks. This position is primarily remote but will require onsite assistance when required.

Basic Functions:

• IT Support relating to technical issues involving Microsoft s core business applications and operating systems.
• New user setups.
• Basic technical support at the network level: WAN and LAN connectivity, routers, switches and firewalls.
• Basic remote access solution implementation and support: VPN, Terminal Services, and Log Me In.
• Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
• System documentation maintenance and review in CRM.
• Update service tickets daily with details and status.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer requests.
• Ability to work in a team and communicate effectively.
• Work with the Service Desk team to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
• Escalate service requests that require escalation.
• Responsible for entering time in CRM as they occur.
• Understand processes in CRM by completing assigned training materials and blueprints on the CRM University.
• Enter all work as service tickets in CRM daily
• Onsite assistance when required.
• Participation in the weekend coverage rotation.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position is primarily remote but will require onsite assistance when needed. Must be able to travel to the client.

• Advanced understanding of operating systems, business applications, printing systems, and network systems.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer care.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: the ability to match resources to technical issues appropriately.
• Service awareness of all organization s key services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.

Educational/Vocational/Previous Experience Recommendations:

• BA/BS preferred not required, preferably in computer science or a related field.
• Network+, Security+ and/or Microsoft MCP preferred.
• Continuous certification is required: either new certification or recertification
• 2+ years of IT or related experience.

Benefits

Competitive salary based on experience and qualifications.

Health, vision, and dental benefits offered.

Full job training, support, and continuous education

401K matching

Schedule flexibility

Great opportunity for advancement.

Sorbis, a leading Managed Service Provider (MSP), is seeking a dynamic and motivated Systems Specialist to join our growing team. With a commitment to delivering top-notch IT solutions and services, we provide a platform for success and offer comprehensive training to help you excel in the field.