IT Support Engineer I

Hirebridge; Framingham (MA); On-site; USD 55,000 - 65,000; Full time

Job summary

Applause is seeking an IT Support Engineer I to join our Service Desk in Framingham, MA. You will resolve requests, image workstations, and provision new users while collaborating with IT Operations on projects. This role supports a mixed Windows/Mac environment and requires strong customer service.

As part of a global team, you’ll participate in on-call coverage, two days per week on-site, and help build a seamless digital workplace through crisp communication and proactive problem-solving.

Qualifications

• 2+ years of experience in an IT support role.
• Experience with Windows 10/11 and Mac OS workstations.
• Understanding of computer networking and MS Office.
• Experience supporting a mixed Windows/Mac environment.

Responsibilities

• Imaging and shipping laptops for new hires.
• Manage laptop inventory for upcoming needs.
• Troubleshoot hardware and software issues.
• Fulfill IT support requests from a wide range of issues.
• Provide desktop support for Windows 11 and Mac users.
• On-board new users including account provisioning and training.
• Participate in 24x7 on-call rotation; 2 days in office weekly.
• Occasional after-hours work for special projects.

Skills

Windows 10/11

Mac OS

Networking

MS Office

Communication

Teamwork

Analytical

Tools

VMware

IPSec VPNs

SSL VPN

RADIUS

Active Directory

PowerShell

JAMF Pro

Job description

Applause is raising the bar for digital quality and employee experience. Recognized as a Top Workplace, Applause provides award-winning software testing and UX research solutions to top brands. Our fully managed services leverage a global team and the world's largest independent testing community. We improve digital experiences for global innovators like Google, Microsoft, PayPal, Starbucks, Vodafone, and BMW.

Reporting to the Service Desk Manager, the IT Support Engineer I will assist with day-to-day Service Desk operations including resolving support requests, imaging workstations, and provisioning and training new users. Additionally, they may be called to assist the IT Operations Team with other projects as time permits.

Key Responsibilities

• Coordinate imaging and shipping of laptops to new hires
• Manage laptop inventory to ensure devices are on hand for upcoming needs
• Assist with troubleshooting efforts for computer hardware and software
• Help fulfill support requests from a wide variety of issues
• Desktop installation and support for Windows 11 and Mac OS corporate users
• Assist with on-boarding of new users, including account provisioning and training
• Work closely with the other IT team staff to effectively communicate issues and recommendations
• Participate in an on-call rotation to provide 24x7 emergency coverage
• Typically, 2 days in office each week for on-site support and coverage
• Occasional work outside normal working hours for special projects or critical incidents

Requirements

• Experience: 2+ years of experience in an IT support role
• Technical Skills:
  • Technical knowledge of Windows 10 and 11 workstation operating systems
  • Working knowledge of Mac OS
  • A working understanding of computer networking
  • Experience with MS Office products (Word, Excel, Outlook)
  • Background in supporting a mixed environment of Windows and Mac end user devices
• Soft Skills:
  • Excellent communication and interpersonal skills, with the ability to articulate complex technical concepts to a non-technical audience
  • Strong analytical and problem-solving abilities
  • Ability to work independently and as part of a team

Knowledge of the following is a plus

VMware, IPSec VPNs, SSL VPN, RADIUS, 802.11x, Active Directory, Linux OS, Mac OS X Server, Google Apps, Windows Server (2012,2016,2019), Cisco IOS, Powershell, JAMF Pro

Why Applause?

We’re proud to cultivate an inspiring, engaging employee culture that’s consistently reflected in high employee retention rates and satisfaction. Our talented team – known as Applause Nation – is set up for success with the latest collaboration and learning tools, opportunities for career advancement, and more.

• We have a flexible work environment with top talent from across the globe
• Collaborate with an international team of 450+ passionate, talented co-workers
• Expand your portfolio with exciting, hands-on projects providing exposure to well-known, global brands
• Learn and grow through structured onboarding, in-house knowledge sessions and access to thousands of virtual courses available on demand
• Incorporate AI and other exciting technologies into your work, to help you prioritize and boost productivity
• Experience a supportive culture that emphasizes teamwork, innovation and transparency
• Share your voice! Contribute and integrate creative and innovative ideas across roles and departments

Applause Core Values

As a global employee community, we strive to uphold the following core values, which are critical to business success and how we measure individual and team performance. Do you share our core values?

• Be Accountable: You love to take ownership, and hold yourself and others accountable to increase empowerment and success.
• Celebrate Authenticity: You love bringing your true self to work and creating genuine and trustful relationships within a diverse environment.
• In It Together: You have a team-first mindset and love collaborating with your peers.
• Create Value for Our Customers: You love delivering meaningful business impact and being a release partner for all aspects of digital quality.
• Crush Your Goals: You always strive for excellence and constantly seek ways to be better, more effective and more efficient.

Compensation

Beyond Applause’s award-winning culture, our employee-centric benefits and competitive compensation strategy are designed to support your physical and mental well-being, promote work-life balance, and fuel your professional growth.

The salary range for this position is $55,000 - $65,000

Accommodations

Applause is a place where everyone belongs and where we believe everyone deserves the exceptional. We continue to celebrate diversity and are committed to creating an inclusive, equitable environment for our employees. If you believe you require a reasonable accommodation under any of the legally protected characteristics, please click here to complete an accommodation request. Please note, Applause will only review requests for applications that have been submitted. We will review your qualifications and follow up with you regarding your request if your qualifications meet our current needs.