Tier 3 Help Desk Specialist

Job Description

Job Description

Salary:

Company Overview:

We are a thriving Northshore IT Company seeking a dedicated and experienced Tier 3 Help Desk Specialist to join our team. Our company specializes in providing comprehensive IT solutions to customers on Bostons North Shore. We pride ourselves on offering hands-on support for customer networks and delivering exceptional service. If you are skilled in Windows Servers, Network Infrastructure, Microsoft Exchange / Office 365, and workstation troubleshooting, and if you are excited about being part of a dynamic and collaborative environment, we encourage you to apply.

Position:

• Provide hands-on technical support for customer networks, addressing a variety of issues related to Azure, Windows Servers, Network Infrastructure, Microsoft Exchange / Office 365, and workstations.
• Collaborate with team members to resolve complex technical challenges and deliver effective solutions.
• Travel to local customer sites in the Northshore of Boston region during business hours for on-site appointments, ensuring timely and efficient problem resolution.
• Conduct remote troubleshooting sessions, delivering remote support to clients as needed.
• Participate in maintaining and enhancing network security measures.
• Assist in configuring and maintaining Microsoft Exchange and Office 365 environments.

Responsibilities:

• We are looking for a Tier 3 Help Desk Specialist to provide excellent customer service, lead processes and work on a mission critical product
• Provide advanced technical support within the desired SLA while ensuring that customer satisfaction goals are achieved
• Take ownership of customer issues and follow problems through to resolution
• Manage escalations
• Interact effectively with a wide variety of customers with different requirements and backgrounds, including the Customer's development teams to understand the nature of the issue, communicate steps to resolve, and provide consultation on best practices
• Collaborate with internal team
• Azure resource skills: Be able to design, build and support Azure Servers

Location:

• Our office is centrally located in Peabody, providing easy access to local amenities and major highways.
• The office environment is spacious and conducive to productivity and collaboration.

Team and Culture:

• Join a close-knit and spectacular team that values hard work and camaraderie with a cooperative team spirit.
• Enjoy a dynamic and engaging work atmosphere where collaboration and knowledge sharing are key.
• Participate in quarterly company outings and events for team bonding and some great fun.

Hours and Work Arrangements:

• Full-time position with a combination of in-office and on-site work, occasional remote work as appropriate
• Availability during both standard business hours and occasional after hours is required for timely support
• Some physical tasks, including carrying equipment, are essential for this role
• Must have reliable transportation and a clean driving record

Compensation and Benefits:

• Compensation negotiable depending on experience and certifications
• Bi-weekly pay structure
• Benefits package includes health and dental insurance, accident insurance, and Paid Time Off
• 401K plans are available with Company Matching
• Employer contribution for Health Insurance
• Optional supplemental Aflac insurance available
• Work in a supportive environment that values work-life balance
• Always Coffee, Tea and Snacks available in kitchen

Qualifications:

• Strong background in maintaining servers required
• A minimum of 1 year experience building and maintaining Azure Servers
• A minimum of 5 years of experience in Help Desk support is required
• Strong background with Office 365 Administration is required
• Must have a passion for IT security, Email Security, and Compliance
• Experience with VOIP Phone systems, configuration, and design is a plus
• A willingness to travel to local client sites, up to 25% of the time
• Strong interpersonal skills and the ability to communicate effectively with clients and team members
• A professional cover letter must accompany all resumes

Equal Opportunity Employer:
We are committed to diversity and equal opportunity. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

If you are passionate about technology, enjoy problem-solving, and thrive in a collaborative setting, we invite you to apply for this exciting opportunity to contribute to our growing IT team.