On-Site IT Support Engineer — Fast Issue Resolution

Broadleaf Services; Boston (MA); On-site; USD 65,000 - 90,000; Full time

Job summary

Broadleaf Services in Concord, MA is seeking a full-time Technical Support Engineer to provide front-line support for client hardware, software, and network issues. You will respond to tickets, diagnose incidents, and document solutions to help keep clients' IT infrastructures secure and reliable.

You will collaborate with the NOC, perform root-cause analysis, assist with system updates, preventive maintenance, and clearly communicate technical concepts to non-technical users.

Qualifications

• Provide effective technical support for hardware, software, and network issues.
• Strong analytical skills for diagnosing problems and root cause analysis.
• Customer service mindset with the ability to manage expectations and communicate clearly.
• Familiarity with JAMF and Windows environments; basic networking concepts.
• Experience with ticketing systems and documenting issues and resolutions.
• On-site work in Concord, MA and ability to multitask in a fast-paced environment.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft) or equivalent experience.

Responsibilities

• Respond to and triage support tickets for hardware, software, and network issues.
• Diagnose incidents, perform root cause analysis, and escalate when needed.
• Document solutions and maintain accurate records; communicate with non-technical users.
• Collaborate with the Network Operations Center and perform preventive maintenance.
• Assist with system updates and basic configurations to ensure stable IT environments.

Skills

Technical support

Analytical skills

Customer service

Communication skills

On-site support

Education

Certifications (e.g., CompTIA A+, Network+, Microsoft)

Tools

JAMF

Ticketing systems

Windows environments

Networking basics (TCP/IP, DNS, DHCP)

Job description

Broadleaf Services in Concord, MA is seeking a full-time Technical Support Engineer to provide front-line support for client hardware, software, and network issues. You will respond to tickets, diagnose incidents, and document solutions to help keep clients' IT infrastructures secure and reliable.

You will collaborate with the NOC, perform root-cause analysis, assist with system updates, preventive maintenance, and clearly communicate technical concepts to non-technical users.