Technical Support Specialist / Systems Engineer

Summary

MainSpring, Inc. is an IT strategy and consulting firm that supports a diverse range of clients, including businesses and government agencies. They are seeking a Technical Support Specialist / Systems Engineer to manage and maintain computer systems for both internal and client users, respond to service requests, and provide technical support in a fast-paced environment.

Responsibilities

• Respond to service requests submitted to our managed services department
• Resolve various server, desktop and network level issues
• Communicate with clients, keeping them informed on the progress of their service request and notifying them of impending changes or agree outages
• Plan, execute and deploy workstation, server and cloud solutions
• Provide VoIP support, firewall management, virus/malware cleanup and end user help desk support

Skills

• Minimum of 4 years' experience in IT with excellent customer service background and strong interpersonal communications skills
• Hands-on experience with Windows Server 2012 and above including Small Business Server (SBS) and Business Essentials
• Configure and troubleshoot Windows 8, Windows 10 and Mac OS X
• Knowledge and experience with virtual environments to include VMware, Hyper-V, Azure and AWS
• Experience administering Microsoft Office 365
• Working knowledge of firewall technologies, specifically SonicWALL, Ubiquiti and pfSense
• Ability to manage outside vendors to resolve client service requests
• Ability to troubleshoot computer and peripheral hardware issues
• Effective multi-tasking skills and ability to succeed in up-tempo work environments and meet deadlines
• Versatility to adapt and research new ideas and methods, and demonstrated ability to analyze problems and make decisions
• Experience working within a managed service provider environment
• Experience working with ConnectWise Automate and ConnectWise Manage a plus

Qualifications

Must Haves

• Minimum of 4 years' experience in IT with excellent customer service background and strong interpersonal communications skills
• Hands-on experience with Windows Server 2012 and above including Small Business Server (SBS) and Business Essentials
• Configure and troubleshoot Windows 8, Windows 10 and Mac OS X
• Knowledge and experience with virtual environments to include VMware, Hyper-V, Azure and AWS
• Experience administering Microsoft Office 365
• Working knowledge of firewall technologies, specifically SonicWALL, Ubiquiti and pfSense
• Ability to manage outside vendors to resolve client service requests
• Ability to troubleshoot computer and peripheral hardware issues
• Effective multi-tasking skills and ability to succeed in up-tempo work environments and meet deadlines
• Versatility to adapt and research new ideas and methods, and demonstrated ability to analyze problems and make decisions
• Experience working within a managed service provider environment

Nice to Haves

• Experience working with ConnectWise Automate and ConnectWise Manage a plus

Benefits

• Medical, Dental and Vision coverage for employee and family
• 401k + company matched contributions 4% match on 5% contribution – Employee contribute on the 1st day of the month after 30 days; Company contributes on the first day of the quarter after 1 year – no vesting period!
• Group Term Life and Accidental Death and Dismemberment coverage (company provided)
• Short-Term and Long-Term Disability coverage (voluntary enrollment, company provided)
• Health Reimbursement Account (HRA) w/ medical coverage
• 7 Paid Holidays + 1 Floating Holiday
• Paid Time Off (PTO)
• Bonus plans
• Tuition Reimbursement Program
• Employee Assistance Program
• Employee Referral Program
• Dynamic Recognition and Rewards
• Work with Industry-Leading Talent
• Promotion and Advancement Tracks