Position Summary

Tech Networks of Boston is a Managed Service Provider (MSP) with more than 90 clients in the greater Boston area. We are seeking an IT Escalation Engineer to join our fast growing managed services team. The person in this role will serve as a junior member of our project team and as a Tier III escalation technician, supporting our help desk team with complex issues.

This is a hybrid position. While at times the IT Escalation Engineer will work off-site, this individual will be dispatched to client sites in the greater Boston area to address critical issues or perform scheduled project work. This individual will also be assigned to report to the Tech Networks office at least once per week.

Qualifications and Experience

• 2+ years of experience as Tier III support professional acting as the escalation point; previous experience working at an MSP a plus
• Direct experience as a good problem solver, willing to research via Google, CRM, Knowledge Base, and other resources to solve common and uncommon break-fix issues
• In-depth knowledge of Windows 10 End-Point Administration
• Extensive experience with Windows Server 2012-2019
• Demonstrated ability to manage network devices and familiarity with server roles (including Active Directory)
• Knowledge of PowerShell and administration of Windows 10 and Microsoft 365 environments
• Advanced PC/desktop expertise
• Experience with ConnectWise and/or Kaseya is a plus
• Aptitude for balancing technical proficiencies with customer service skills to de-escalate a situation
• Industry certifications such as Network+, MCSA, MCSE, or an Associate’s degree, and/or Bachelor’s degree a plus

Essential Responsibilities 

The person in this position has primary responsibility for triaging and providing support to clients at the client sites and off site.

• Serve as escalation point for tickets requiring extensive analysis, troubleshooting, and escalation for resolution
• Identify, propose, and enforce escalation process improvements
• Provide warm, knowledgeable customer support and service for applications, desktops, servers, and network devices
• Diagnose and troubleshoot problems, advising on appropriate actions, and resolving issues
• Handle service tickets for technical assistance via phone and email
• Follow, update, and maintain TNB Help Desk procedures and contribute to the knowledge bank
• Respond to incoming cases of client services department as backup during peak times
• Participate in on-call rotation for nights and weekends (approximately once every 6 weeks)
• Attend monthly Help Desk Team meetings and quarterly TNB staff meetings

Shift and Location

Hours are Monday through Friday from 8:30 am to 5:30 pm. This position is a hybrid role working at least 3 days per week in our Boston office. The successful candidate will also work on projects both at client sites as well as off-site and be available for dispatch to client sites as needed.

Physical Demands

The responsibilities of this position require employees to talk and hear. The employee is often required to sit and use hands and fingers to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch, or crawl. Vision abilities required by this position include close vision, with the ability to read and understand text. This position may require the employee to occasionally lift and/or move objects weighing as much as twenty-five (25) pounds. These physical demands are representative of the physical requirements necessary for an employee to perform successfully the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of the position.

Work Environment

The work environment is a standard office setting including standard office equipment (fax, copier, phone, computer, etc.). While performing the duties of this position, the employee is occasionally exposed to moving mechanical parts. The employee in this position may be required to manage a number of tickets or projects at one time and may be interrupted frequently to meet the needs and requests of co-workers and clients. The employee may find the environment to be busy and needs excellent organizational and time and stress management skills to complete the required tasks. The noise level in the work environment is usually moderate. These work environment characteristics are representative of the environment the employee will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.

Company Overview

A leading MSP for more than 25 years, Tech Networks of Boston (TNB) is committed to providing quality IT services for non-profits and mission-driven organizations. TNB is proud of the innovative approaches and expertise of our staff. We strive to help clients increase impact and efficiencies in their work through leveraging technology more effectively. Our method for providing service is grounded in upholding our key values: adaptive, patient, positive, reliable, and respectful. In addition, our employees are eager to learn.

TNB is a Certified B Corporation, ranking #2 of ranked MSPs in the United States, and recognized as Best for Workers and Best for Governance in 2021.

In 2021, based on employee feedback, TNB was recognized by Great Place to Work scoring no less than 88% in every category.

TNB is proud to be an Equal Opportunity Employer. We hire the best talent regardless of gender, race, creed, color, national origin, ancestry, disability, marital status, age, sexual orientation, or veteran status.

In addition, TNB promotes and supports a variety of diversity, equity, and inclusion initiatives and sustainability programs.

Compensations

Compensation is commensurate with experience. Benefits include short-term disability, long-term disability, and $50,000 life insurance; options to participate in healthcare, dental, and vision programs as well as other voluntary coverages; participation in 401(k) plan. We also provide professional development funds to every employee. A more detailed list will be given in our offer letter.

Applying

If you are interested in joining our diverse team of professionals, please send your resume and a cover letter detailing why you wish to be considered for this position to jobs@techboston.com. No phone calls, please. We will provide a complete job description to all qualified applicants.