Field Technology & IT Support Specialist

Field Technology & IT Support Specialist                                                                                         Forge - Newton, MA (forgeco.com)

About Us

Forge (www.forgeco.com) is a startup based in the Greater Boston Area. We are a whole new kind of construction company. Forge is solving the problems caused by the disappearing trades workforce through a unique approach to education, technology, and service — creating a better experience for both homeowners and tradespeople. Our mission is to build and power the next-generation trades community.

Responsibilities 

Forge is growing rapidly and we’re looking for an IT and Field Technology Specialist to join our team! Our professionals use a variety of technologies while out on service jobs, including smart-glasses, iPads, and portable routers. The person who fills this role will support our business by acting as the first point of contact and solving technology problems as they arise in the field. Additionally, this person will apply their IT skills to implement and troubleshoot solutions in our office space. This position is ideal for a mid-level technical support specialist with 2-5 years of experience. There is substantial room for growth for the ideal candidate.

What you will do:

• Answer technical support questions and help our professionals with problems as they arise over email, Slack, text messages and phone calls
• Travel on-site to customer locations when needed to assist our professionals with technology issues
• Implement and support IT solutions in our office, ensure that our devices and wireless networks are secure and working properly
• Install, maintain, and troubleshoot technical equipment
• Provide ongoing root-cause analysis to put solutions in place that minimize repetitive requests and maximize end-user productivity and customer satisfaction
• Report common issues identified from professionals for escalation to our software team
• Deploy software to devices using our Mobile Device Management system
• Provide and maintain a library of IT documentation. Clearly document changes, revisions and problems
• Assist in training our trades professionals in proper ways to use hardware and software

Qualifications 

• 2-5 years of experience working as an IT professional troubleshooting technology problems in a fast-paced environment
• Experience working directly and successfully with end-users
• The ability to clearly and patiently communicate both in-person and over digital channels is a vital component of succeeding in this role
• Comfort working with and administrating Windows, MacOS and iOS environments
• Wireless networking troubleshooting, setup and configuration skills
• History of showing dogged and relentless pursuit of solutions under tight deadlines
• End-user-oriented personality. You must be driven by a willingness to help people solve their problems
• Ability to get work done and meet deadlines with minimal direct supervision
• Experience writing and maintaining IT documentation
• Demonstrated ability to identify issues in software and hardware products. You should have an intuition about when something doesn’t “seem right” about an application, and the diligence to dig-in, identify and communicate the problem
• You should be a quick learner who is comfortable working in a highly agile startup environment where rapid change is a constant
• Bachelor’s or Associate’s degree in an IT-related field is desirable, but not a hard requirement. Must show technical aptitude and background

Added Bonus

• Experience working with and troubleshooting Augmented Reality wearables such as Magic Leap, Hololens, or Vuzix devices
• Experience in the Trades (carpentry, painting, plumbing, etc)
• Agile development experience, or experience setting up Agile processes
• Experience maintaining systems and architecture in the Cloud

We offer competitive salaries, benefits, flexibility and an outstanding culture of intelligent, hard-working, and creative individuals.