Sr. Technical Support Specialist
Sr. Technical Support Specialist
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Job Description
Job Title: Sr. Technical Support Specialist
Location: Boston MA (Onsite 5 Days/Week)
Job Type: Contract
Position Summary
We are seeking a highly skilled and customer-focused Lead Solutions Engineer to join our Employee Tech Services team. This role is pivotal in delivering white-glove deskside IT support to executives and staff in a fast-paced financial services environment. You will lead the resolution of complex technical issues drive operational excellence and ensure seamless end-user experiences across hardware software mobile and AV systems.
Key Responsibilities
- Provide Level 1 and 2 deskside and remote troubleshooting support for Windows-based environments including desktops laptops mobile devices and AV/conferencing systems.
- Troubleshoot and resolve issues related to hardware software network and user credentials.
- Coordinate and execute office moves tech refreshes infrastructure buildouts and perform onsite installations.
- Maintain and update tickets in alignment with SLA and KPI targets.
- Deliver executive-level white-glove support ensuring high-touch service and discretion.
- Lead the deployment of software releases patches and system upgrades across end-user devices.
- Manage IT asset lifecycle including procurement inventory and disposal.
- Collaborate with cross-functional IT teams and provide mentorship to junior engineers.
- Participate in incident response (P1 P5) and root cause analysis.
- Support change release and problem management processes.
- Experience in Microsoft services including Active Directory DNS DHCP Microsoft 365 Print Server management and Group Policies (GPOs).
- Proficient in Microsoft Windows OS (Windows 10 Windows Server 2019) Virtual Desktop Infrastructure and workstation imaging.
- Competent in Microsoft Office 365 and Azure administration.
- Administer security tools such as Putty FTP Antivirus and Robocopy.
- Deploy patches and system-related software.
- Manage workflow and follow up on helpdesk issues via ticketing systems.
- Implement systems-related work through full lifecycle coordinating with teams and vendors.
- Monitor systems and evaluate performance and latency concerns.
- Troubleshoot servers applications PCs and network-related equipment.
- Document processes application instructions and IT-related topics.
Required Qualifications
- Bachelors degree or 5 8 years of relevant IT experience.
- Proven experience supporting Windows OS Microsoft 365 Active Directory and enterprise collaboration tools.
- Strong knowledge of ITIL processes: Incident Problem Change and Release Management.
- Experience with IT Asset Management (ITAM) tools and practices.
- Excellent communication interpersonal and problem-solving skills.
- Ability to manage multiple priorities in a high-pressure environment.
- Willingness to work flexible hours including evenings and weekends as needed.
- Occasional travel to our Braintree MA location (20 min. away) for onsite support
Preferred Skills & Certifications
- Industry certifications (e.g. Microsoft ITIL CompTIA).
- Experience in a financial services or managed services environment.
- Familiarity with performance management capacity planning and business relationship management.
- Proficiency in using scripting to automate tasks.
Employment Type
Full-time
