Remote Support Technician Tier 3

Role:
Remote Services - 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.

Team Logic IT of Northeastern Massachusetts

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 Team Logic IT locations nationwide. The strength of our network has placed us at #45 on the  Top 501 Managed Service Providers.

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

• 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 Sonic
    
    WALL, Sophos, Ubiquiti, Fortinet, Cisco, and Cisco Meraki.
• Experience working with Windows  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 Ninja
  
  RMM, Kaseya, Connect Wise, 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 and 11 and various editions of macOS.
• Candidates should be team players with excellent communication skills and possess the ability to manage assignments independently. The ideal candidate will have a nurturing personality and the desire to help in the mentoring of their fellow technicians and engineers.
• Experience with Microsoft Intune and other MDM platforms such as Jump Cloud, JAMF, or Addigy.
• 5 Years of prior IT experience. Prior experience with a Managed Service Provider is a plus.

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

• 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.

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