Technical Support Engineer

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

Company Description

Broadleaf Services provides managed IT services to clients across the New England area, focusing on reliability and security. The company operates a 24x7 Network Operations Center and Help Desk dedicated to keeping client IT infrastructure running efficiently. Team members support a wide range of technologies and environments, offering continuous monitoring and rapid issue resolution. Broadleaf Services values proactive service, strong technical expertise, and a commitment to high-quality customer support.

Role Description

This full-time, on-site Technical Support Engineer role is based in Concord, MA. The Technical Support Engineer will provide front-line support to clients, diagnosing and resolving hardware, software, and network issues. Daily responsibilities include responding to support tickets, troubleshooting incidents, performing root cause analysis, and escalating complex problems as needed. The role involves collaborating with the Network Operations Center, documenting solutions, maintaining accurate records, and communicating clearly with non-technical users. The Technical Support Engineer will also assist with system updates, basic configurations, and preventive maintenance to ensure stable and secure IT environments.

Qualifications

• Ability to provide effective Technical Support and Troubleshooting across hardware, software, and network issues.
• Strong Analytical Skills for diagnosing problems, performing root cause analysis, and prioritizing incidents.
• Customer Support and Customer Service skills to communicate clearly, manage expectations, and build client trust.
• JAMF experience would be helpful
• Familiarity with Windows environments, basic networking concepts (TCP/IP, DNS, DHCP), and common business applications.
• Experience with ticketing systems and documentation of technical issues and resolutions.
• Strong written and verbal communication skills and the ability to explain technical concepts to non-technical users.
• Ability to work on-site in Concord, MA, manage multiple tasks, and respond to issues in a fast-paced environment.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft, or similar) or equivalent practical experience are great.