company_site
Support Technician
OunceIT
Natick, USA
Full-time
Mid · 3+ years experience
Onsite
Discovered 5 days ago
awsazuresqlvmware
Key Skills for This Role
awsazuresqlvmware
Full Job Posting
Responsibilities
- Help Desk Support, addressing and managing the ticket queue; triaging incoming requests by assessing, prioritizing, and escalating as needed
- Documents all customer and client interactions, actions taken and next steps needed
- Services and troubleshooting for all operating systems, Mac, Windows, Linux, iPads, tvOS, iOS, Android, and ChromeOS, with knowledge of system settings and features.
- Administers key SaaS applications like Google Workspace and M365 among others, managing permissions, groups, and OU structures
- Maintains basic terminal/command line tools knowledge for troubleshooting with end user devices
- Ability to perform basic support functions via MDM and RMM platforms
- Understands IP network configurations on endpoints: IP address, gateway IP address, subnet mask and DNS
- Understands basic VOIP and enterprise-grade phone system deployment and can support functions related to extension setting and managing, voicemail, passthrough IP configurations, softphone management, etc.
- Creating documentation related to assigned issues/resolutions as well as the general IT infrastructure and processes for assigned clients; keeping visible notes on actions taken and steps remaining
- Maintains inventory records in applicable IT documentation and administration platforms
- Communicates clearly and frequently with colleagues, leaders, escalation resources and clients.
- Identifies, develops, and manages recommendations for client system changes
- Performs basic to intermediate technical advisory duties to client stakeholders and can articulate the details of technical situations and recommended changes.
- Assists in the development of and implementation of client facing policies and SOP's in partnership with others.
- Participates in OunceIT's on-call rotation
Requirements
- 4+ years of relevant on-site IT support experience (time in an academic setting and/or MSP a plus)
- Proven experience supporting endpoints and infrastructure regardless of the OS (Windows v. macOS), hardware (Dell v. HP), hypervisor (VMware v. Hyper-V), etc.
- Experience with implementation and administration of commonly used SaaS solutions (O365, Gsuite, AWS/Azure, etc.)
- 2+ years of experience implementing and supporting network hardware (wireless networks, switches, routers, firewalls) and related services from the edge to the ISP.
- Mastery of concepts such as TCP/IP, DNS, DHCP, VLANs, VPN, iSCSI, RAID, etc.
- Experience with installation, configuration, and administration of current Microsoft Windows Server environments including: Active Directory, Exchange, file services, print services, group policy, etc. SQL experience a plus, but not required.
- 3+ years of experience with Installation, configuration, and administration of current virtualization platforms (ideally VMware) and understanding of related best practices (backups, HA, DR, etc.)
- Ability and willingness to troubleshoot complex server and workstation issues
Preferred Qualifications
- 4+ years of relevant on-site IT support experience (time in an academic setting and/or MSP a plus)
- Experience with installation, configuration, and administration of current Microsoft Windows Server environments including: Active Directory, Exchange, file services, print services, group policy, etc. SQL experience a plus, but not required.
About OunceIT
IT Services & Consulting36 employeesFounded 2009
Private Massachusetts IT firm providing technical support, infrastructure, change management, and educational technology for schools and organizations.
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