IT Support Engineer

IT Support Engineer

• Deploy and maintain software and hardware related components necessary to deliver IT services
• Investigate and resolve hardware, software, and network problems reported by users
• Assist users via phone, email, or in person to provide technical support and guidance
• Training stakeholders on the utilization of new IT services
• Conducting regular maintenance tasks such as software updates, system backups, and security patches
• Identify support trends, common issues, and recommendations for improvement.
• Deliver periodic refresher trainings on user-relevant topics to proactively maximize productivity
• Maintain an accurate inventory of infrastructure components, end user hardware and software.
• Collaborate with managed service vendors ensuring adherence to service level agreements and service continuity
• Other duties as required or directed by the Manager

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Proficiency in supporting Microsoft 0365, including but not limited to SharePoint, Outlook, Teams, Word, and PowerPoint
• Excellent communication skills, with the ability to effectively communicate complex technical concepts to non-technical stakeholders.
• Proficiency in troubleshooting and resolving hardware, software, and network issues.
• Excellent customer service orientation, with the ability to empathize, communicate clearly, and resolve issues promptly and professionally.
• Experience in using Jira IT service management ticketing systems to track and manage support requests efficiently.
• Strong documentation skills to maintain accurate records of support activities, resolutions, and knowledge base articles.
• Collaborative and cooperative mindset, capable of working effectively with other IT support team members.

• Travel may be required 3-4 times per year
• Work location; Onsite in our Boston Seaport office