Remote Support Technician Tier 3

* This position physically reports to our primary office in Woburn. WFH flexibility (2-3 days per week) is available after a probationary period.

Role: Remote Services - Tier 3
TeamLogic IT of Northeastern Massachusetts

About Us:
We are an IT Managed Services Provider located in Woburn, MA, focused on providing support for small to mid-sized businesses looking to outsource their IT functions. Relationship flexibility enables work arrangements that accommodate different levels of service, whether it be fully-outsourced IT, supplemental IT, or project-based assistance.

We are a family-owned member of a franchisee network of 100 TeamLogic IT locations nationwide. The strength of our network has placed us at #45 on the MSPmentor.net Top 501 Managed Service Providers.

Our primary geographical support area spans from Boston and its surrounding communities to the New Hampshire border.

EXPERIENCE AND SKILLS REQUIRED

• Experience working with network configuration, monitoring, and troubleshooting is required. Candidate must be able to demonstrate a comprehensive understanding of networking protocols.
  
  • An understanding of both software and hardware-based firewalls is required, preferably with vendors such as SonicWALL, Sophos, Ubiquiti, Fortinet, Cisco, and Cisco Meraki.
    
    
• Experience working with Windows 2008-2022 Server. Preferred experience would be in modern server versions like 2019 and 2022, but cursory knowledge of older platforms is a must.
  
  
• Experience with configuring and troubleshooting hypervisors such as Hyper-V and VMWare ESXi.
  
  
• Experience working with remote management and monitoring systems such as NinjaRMM, Kaseya, Connectwise, Datto AEM, etc.
  
  
• Experience working with Microsoft 365, GSuite, and other online collaboration platforms. Microsoft 365 experience preferred.
  
  
• Experience working with and deploying workstations/laptops running Windows 10/11 and various editions of macOS.
  
  
• Candidates should be team players with excellent communication skills and possess the ability to manage assignments independently. They ideal candidate will have a nurturing personality and the desire to help in the mentoring of their fellow technicians and engineers.

Candidates must be comfortable working in a fast-paced and high-energy environment that keeps up with the latest technological trends.

• Experience with Microsoft Intune and other MDM platforms such as JumpCloud, JAMF, or Addigy.
  
  
• 5 Years of prior IT experience. Prior experience with a Managed Service Provider is a plus.

MAIN JOB TASKS & RESPONSIBILITES

Act as primary escalation point for complex technical issues involving Windows server, Active Directory, network and firewall configuration, Microsoft 365 products (Sharepoint, Intune, Exchange), and other commonly used LOB products and SaaS services.

• Identify, diagnose, and resolve network problems, including network connectivity, traffic utilization, etc., using available network tools in a timely fashion.
• Work with required vendors to troubleshoot issues to a point of resolution when they cannot be solved independently through the escalation process.
• Communicate thoroughly with customers via phone or email until issues are solved using their preferred method of correspondence.
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made and actions taken through to the final resolution.
• Ability to conduct research into a wide range of computing issues as required.
• Extensive application support experience.
• Provide prompt and accurate solutions to customers.
• Prioritize and manage several open issues simultaneously.
• Ensure all issues are properly logged.
• Follow up with clients to ensure their systems are fully functional after troubleshooting.

Certifications Preferred

• CompTIA Network+
• CompTIA Security+
• MCSA
• MCDST
• Microsoft AZ500