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JOB DETAILS:

This is a Monday through Friday field engineering role based at various client sites in the Boston, Cambridge, metro north and southern NH areas.

We assign engineers to clients considering proximity to their home. However, require willingness to commute to all client locations.  

COMPENSATION:

Base salary range between 100-125K commensurate with experience, quarterly profit sharing and bonus plan, mileage reimbursement, cell/data reimbursement.

BENEFITS / HIGHLIGHTS:

• 100% paid medical plan including health, dental, vision
• Matching 401K
• Life Insurance
• Disability
• Paid holidays
• Referral bonuses
• Paid certifications
• Company social events – quarterly team outings, retreats, holiday parties, game nights

What You'll Do:

• Support our customers with great Customer Service, resolving support incidents that will require both onsite and remote work
• Identify opportunities and areas of improvement while interacting with clients 
• Work with clients to suggest technical solutions that meet their business needs  
• Work on new installs, migrations, troubleshooting, and projects
• Interface with third party vendors and act as the liaison for the client
• Update internal and client documentation as needed and create and maintain comprehensive documentation of client environments
• Responsible for detailed time tracking of work and client interactions
• Participate in Teambuilding, Knowledge / Experience sharing and regular feedback and process improvement initiatives 
• Serve as an escalation point for Tier 1 and 2 engineer support issues
• Participate in on-call rotation and after-hours / weekend projects and troubleshooting as needed
• Stay on top of new technology and industry trends

What You'll Need:

• Bachelor's Degree or equivalent working experience
• 7+ years' experience in an IT Engineering/Consultant role, preferably at an MSP
• 5+ years' interactive customer support/service (internal or external) experience within a Professional Services environment
• You are a team player that can live by the NENS core values
• A passion for customer service
• Exceptional written/oral communication skills and the ability to listen
• Reliable transportation required and the ability to walk/stand for 8+ hours a day
• Permanent work authorization in the US
• Ability to work in a fast-paced, ever-changing environment
• Strong work ethic and self-motivated with the ability to manage multiple priorities
• Strong time management skills

Technical Knowledge & Experience:

• Advanced experience in multiple areas of the Microsoft O365 and Azure platform (setup, configure, troubleshoot)
• Advanced experience with SharePoint and Intune
• Advanced experience with Cloud infrastructure technologies (AWS, Azure GCP)
• Advanced experience in Microsoft server and workstation technologies
• Advanced experience in server virtualization technologies
• Experience with Security Technologies or MFA
• Proven background of providing excellent customer service
• Demonstrated analytical and troubleshooting skills
• Strong understanding of networking (firewalls, switching, wireless) across client environments
• Demonstrated experience with backup and recovery solutions
• Demonstrated experience with storage technologies
• Experience with automation and scripting (PowerShell)
• Humility and ability to escalate issues where there is no clear path to resolution
• Ability to identify opportunities and areas of improvements for clients 
• Certifications in the following technologies a nice plus: Microsoft, Cisco/Meraki, VMware, Okta