Field Service Technical Support Engineer - Level 2 - Full-time Job in Massachusetts
2 Openings
Must be local to the Boston area.
NO C2C - Must be able to work without sponsorship
Key Responsibilities:
*Ensure that ticket queues are managed effectively and provide technical support to clients.
*Drive service improvements and provide best practice incident management of issues impacting our customer base through to resolution, including escalation within the business & communication to clients.
*Contributes towards the driving of processes and procedures.
*To analyze the existing hardware, software, and network capabilities and consult with management and other relevant departments.
*Supports external and internal clients by investigating complex issues, configuration, compliance, and functionality issues that have been escalated from external and internal clients
*Documents research, client communication, and issue resolution in technical support tools
*Support operations troubleshooting PC, peripheral, and network issues.
*Ability to coordinate multiple tasks, status actions items, respond to changing priorities, and react to short deadlines.
*Creating and maintaining user self-help documentation, technical documentation and procedural documentation.
*Excellent customer service, written and oral skills.
*Self-motivated and goal driven, with the ability to multitask and to effectively prioritize and execute tasks in a fast-paced environment.
*Responsible for assuring users are provided efficient and timely first and second level support on a 24x7 basis.
Knowledge:
*Good knowledge of, and adherence to, company internal systems and processes
*Knowledge of Windows Desktop applications; various operating systems such as
*Windows 7 and 8; Windows 10 and 11 as well as Server 2008 R2 and Server 2012R2 are a plus.
*Knowledge of software applications and basic hardware for the PC.
*Knowledge and demonstrated expertise with the management and support of Microsoft Active Directory, Azure and InTune MDM.
*Knowledge of Anti-Virus applications.
*Knowledge and demonstrated expertise with the management and support of Microsoft Office, Office 365, VPN tools and common productivity applications.
*Knowledge of wireless networking components and terminology; Familiarity with
*Hands-on experience in ticket management using ITSM tools.
*Knowledge of remote desktop support systems like ConnectWise, TeamViewer, Bomgar, quick assist etc.