IT Technician

Tier 2 IT Service Technician: Prosper Solutions seeks a motivated Tier 2 IT Service Technician to work with a close-knit team supporting some of the best clients in Massachusetts. We pride ourselves on being a creative, skilled team that wants to break the mold of traditional IT companies and become both a partner and trusted advisors to our clients. We are simplifying and improving the IT experience for our clients by mixing relationships with innovation, excellence, and constantly improving processes.

Position Summary : Tier 2 IT Service Technicians provide an essential combination of technical skill and customer interaction. They communicate with Prosper Solution’s customers, projecting confidence while collecting information, troubleshooting, and ultimately resolving technical customer issues. Where established processes exist, Service Technicians follow them effectively. Where they do not exist, the Technician will apply experience and troubleshooting expertise to guide the issue to an effective resolution, engaging their peers where helpful. They also recognize that keeping detailed notes and accurately recording time are cornerstones of successful long-term customer relationships.

Essential Functions:

Serve as the escalation contact for Tier 1 helpdesk technicians, including incidents, questions, and changes

· Develop relationships with clients and build their confidence in Prosper Solutions through professional, effective communication

· Perform onsite service visits to resolve issues, install/replace hardware, onboard and provide basic IT training to new staff for clients

· Maintain composure under stressful situations and conversations

· Be punctual for all scheduled obligations and shift start

· Adhere to established processes, especially those for ticket handling, time tracking, and documentation

· Show willingness to both offer and request assistance from peers

· Identify opportunities to improve the customer experience and communicate those to peers and managers

· Be a fanatical team player and positively influence everyone, every day

Knowledge, Skills, Abilities

· Troubleshooting of end-user workstation, Windows operating system, and common business software issues including Microsoft Office Apps, Printers, File Server access, Cloud Storage solutions (SharePoint, DropBox), web browsers (Edge, Chrome), etc.

· Understanding and troubleshooting of basic IP networking

· Ability to follow documented processes and document new technical solutions as needed

· Must have reliable transportation and a valid driver’s license

Soft Skill requirements:

• Integrity
• Team player (humble, hungry, smart) https://www.youtube.com/watch?v=PRh80RyT74I
• Communication in a professional environment

· Ability to quickly acquire and assimilate new information

· Prioritization of work and cycling rapidly between activities

· Documentation of time and activities

Experience and Education requirements:

· 2 years of IT service experience including direct client contact

· Relevant education or certifications (CompTIA, Microsoft, Cisco, etc.) preferred

· Prior experience working at an MSP is preferred

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, employees will frequently be required to sit or stand, while talking and listening. They are regularly required to use hands to finger, handle, or operate computers, objects, tools, or controls; and reach with hands and arms. Additionally, this position requires standing, walking, and driving or riding in a motor vehicle. This role also requires occasional lifting and/or moving up to 50 pounds in weight. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Referral program

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call

Supplemental pay types:

• Bonus pay

COVID-19 considerations:
Prosper Solutions are taking Covid-19 precautions. Clients, onsite tech, and engineers must abide by the rules and regulations of wearing masks.

Ability to commute/relocate:

• Saugus, MA: Reliably commute or planning to relocate before starting work (Required)

Experience:

• IT service experience including direct client contact: 2 years (Required)
• Working at Managed Service Provider (MSP) prior: 1 year (Preferred)

License/Certification:

• Driver's License (Required)

Willingness to travel:

• 25% (Required)

Work Location: One location

Salary : $60,000 - $70,000