Technical Support Specialist

Insight Global; Boston (MA); On-site; USD 65,000 - 90,000; Full time

Job summary

Insight Global in Boston, MA is seeking a Technical Support Specialist to deliver exceptional IT support for our client with five days onsite. You will handle hardware and software issues, manage incidents in Jira Service Management, and train users on client applications.

The role requires strong Windows/Office 365 experience, AD basics, ticketing system familiarity, and solid AV/meeting-room support skills. Equal opportunity employer; apply to [e-mail].

Qualifications

• 3-5 years' experience in Tier 1/2 IT support in a corporate setting.
• Experience with Windows OS (10/11) and MS Office 365.
• Knowledge of network devices (routers, switches, access points).
• Active Directory basics (password resets, account management).
• Experience with Jira or Zendesk ticketing systems.
• Experience troubleshooting Mac devices.
• Strong AV and video conference support skills.
• Excellent communication and interpersonal skills.
• Autodesk familiarity is a plus.
• Industry certifications like A+, Network+, Security+ are beneficial.

Responsibilities

• Provide exceptional IT support to internal and external customers across locations.
• Maintain service levels and identify improvement opportunities.
• Test, configure, install, and repair IT equipment (hardware and software).
• Use Jira Service Management to create and update incidents.
• Respond to calls within SLA and exceed SLA when possible.
• Provide user training on applications and services.
• Keep customers updated on issue status and escalate as needed.
• Follow high-severity procedures for critical issues.
• Perform preventative maintenance on equipment.
• Set up video meetings (Teams/Zoom) and assist with in-person setups.

Skills

Windows

Office 365

AD administration

Jira

Zendesk

MAC troubleshooting

AV/Conference room support

Customer service

SLA management

Networking basics

Tools

Jira

Zendesk

Job description

Job Description

We are hiring for a Technical Support Specialist in Boston, MA. This role will require 5 days onsite/week, as such, we are only considering local candidates at this time. You will provide exceptional customer service to our client's Boston based office - managing an array of technical issues, both hardware and software related. In addition to a strong technical aptitude, a strong understanding of professional acumen and soft skills will be pivotal for success in the role. Your day to day duties will include:

• Provide exceptional IT support to internal and external customers, across geographic locations.
• Ensure service levels for customers are met, identify opportunities for improvements and implement after review and planning.
• Test, configure, install, and manage and repair of all IT related equipment (Hardware and Software).
• Use Jira Service Management system to create and update incident records.
• Respond to all calls and requests within the agreed service level agreements (SLA), and wherever possible exceed agreed SLA’s.
• Provide user training on client specific applications and services through direct one on one engagements and office workshops.
• Ensure internal customers are kept up to date regarding the status of any outstanding issues they have opened with the IT service desk.
• Escalate problems to the relevant expert group, as per service level agreements.
• Communicate status of problems to customers, as per service level agreements.
• Follow high severity notification procedures for all severity 1 and 2 problems.
• Perform preventative maintenance to ensure all equipment is maintained to a high standard.
• Set up video meetings for customers (Teams / Zoom) and assist with in-person meeting set ups.
• Willing and able to support multiple end-user platforms: Windows 10, Windows 11, macOS, iOS, Android, Microsoft Office 365

Skills and Requirements

3-5 years' experience providing Tier 1/Tier 2 IT support in a corporate environment.Strong experience with Windows operating systems (Windows 10, Windows 11, MSFT Office 365).Knowledge of, and experience with common network devices: routers, switches, and access points.Basic knowledge of Microsoft Active Directory user administration (i.e. reset passwords, disable accounts, add users to groups).Experience working with a ticketing system like Jira, Zen Desk, etc.Experience troubleshooting MAC devices.Proven capability of troubleshooting / problem solving in a technical environment.Strong Video Conference and Presentation Support Skills – AV support, setting up conference rooms, troubleshooting signal flow issues, camera connections, etc.Excellent soft skills/interpersonal skills, excellent communication skills.Self-motivated, highly organized, strong time management skills,Experience with Autodesk.Past experience working in a heavy customer service environment.Industry certifications (examples include: A+, Network+, Security+, CCENT).Experience working with Jira ticketing system.Knowledge or passion for architecture and design.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].