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We are grateful that you have chosen to apply to TSI. If you have general inquiries, please direct them to Human Resources at jobs@tsisupport.com.
Job Description
Technical Support International (TSI), based in Foxboro, MA, is a provider of outsourced IT services for small and medium sized businesses in New England. TSI was founded in 1989 and has an offering of remote support, field support, managed services and project services for their clients.
We are currently seeking a Field Support Engineer to work within our engineering team and service our client base in Boston, Cambridge and the greater Boston area with occasional visits to our corporate office.
Field Support Engineers have a responsibility for onsite support, including heavy interaction with end-users in diverse computing environments. Field Service Engineers are challenged on a daily basis working in an energetic, fast moving collaborative, demanding & results-oriented work environment. Field Support Engineers are hands on, people oriented persons, responsible for working with clients and other employees, listening to their diverse business challenges and providing sound technical advice, support, and solutions.
This position demands ability to handle multiple projects concurrently and respond positively to sudden changes in priorities. (This is a full-time/direct-hire consultant position and is not contract/temporary) The majority of work will be performed at our client sites with occasional visits to our main office in Foxboro, Mass.
Primary Responsibilities
- Provide on-site technical assistance to client for all issues related to IT operations, processes and technical issues
- Act as a “trusted advisor” for all TSI clients that you are managing
- Respond to customer requests in a timely manner
- Learn and use TSI’s specialized tools to diagnose problems and resolve issues
- Walk customers through problem-solving process in a non-technical manner
- Install, modify, and repair computer issues at client sites
- Resolve technical problems with Local Area Networks (LAN)
- Clean up computers of viruses and malware, install updates
- Assist with installation of Computers and Peripherals at client sites
- Report progress and issues to Manager
- Take ownership of technical issues and see them through to resolution, even if they need to be escalated to a more senior level resource
- Document customer feedback thoroughly and share information with account managers
- Provide occasional assistance to other field personnel at client sites
- Maintain technical knowledge of current technologies and meet goals set by your manager
- Thoroughly document all work in TSI’s ticketing system
- Take part in the on-call rotation for after-hours support
Qualifications
- Able to relate to other people beyond giving and receiving instructions
- Able to present themselves in a professional manner at all times
- Able to deal effectively with stressful situations
- Display confidence in their own abilities when resolving problems
- Be a team player and able to work not only in small groups, but independently as well
- Knowledge of current networking technologies
- Strong knowledge of configuring and troubleshooting OS such as Windows 8/10
- Knowledge of Microsoft Office
- Knowledge of TCP/IP, DNS, DHCP and Windows 2016/2019 Active Directory
- Knowledge of LAN/WAN technologies
- Understanding of firewalls, routers, and VPN/remote access solutions
- Good knowledge and demonstrated experience with IT Security, a huge PLUS
- Knowledge of installing and configuring Windows Servers 2016-2019 a PLUS
- MAC and LINUX experience a PLUS
- Bachelor's Degree or Equivalent Experience Preferred
- MSCA/MCP Certifications Preferred
- Clean driving record and dependable transportation a must
- Capable of lifting up to 50 pounds yourself
What We Offer
- Full time position
- Competitive salary (base + bonus)
- Fast Pace growth
- Fun and friendly environment to work
- Opportunities for career advancement and growth
- 401K, Medical, Dental, Long and Short Term disabilities offered by the company
- Vacations, PTO, Paid Sick Time
Job Description
Technical Support International (TSI), based in Foxboro, MA, is a provider of outsourced IT services for small and medium sized businesses in New England. TSI was founded in 1989 and has an offering of remote support, field support, managed services and project services for their clients.
We are currently seeking an Internal Support Engineer to work within our engineering team and provide technical assistance to our clients. We are looking for a hands on, people oriented person, responsible for working with clients and other employees, listening to their diverse business challenges and providing sound technical advice, support, and solutions.
The primary focus of Internal Support Engineers is high quality customer service surrounding customer requests, running diagnostic programs, isolating problems, and implementing solutions. Internal Support Engineers are challenged on a daily basis working in an energetic, fast moving, collaborative, demanding and results-oriented work environment.
In addition to technical assistance, the candidate will need to research solutions, evaluate products, provide sound recommendations and generate reports. Writing skills are absolute requirements for this job. The candidate will also assist the other members of the technical team when requested. This position demand ability to handle multiple projects concurrently and respond positively to sudden changes in priorities. (This is a full-time/direct-hire consultant position and is not contract/temporary) The majority of work will be performed at our main office location in Foxboro, Mass.
Internal Support Engineers must be able to relate to other people beyond giving and receiving instructions. Internal Support Engineers must be able to present themselves in a professional manner at all times. Internal Support Engineers should be able to deal effectively with stressful situations and display confidence in their own abilities when resolving problems. Internal Support Engineers must be team players and should be able to work not only in small groups, but independently as well.
You Will
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Respond to customer requests.
- Thoroughly document all work in TSI’s ticketing system.
- Use TSI’s remote monitoring and management (RMM) tools to diagnose problems.
- Walk customers through problem-solving process in a non-technical manner.
- Remotely install, modify, and repair computer issues.
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
- Remotely clean up computers of viruses and malware.
- Run diagnostic programs to resolve problems.
- Remotely assist with installation of computer peripherals for users.
- Report progress and issues to Service Manager or Director of Technical Services.
- Take ownership of technical issues and see them through to resolution, even if they need to be escalated to a more senior level resource.
- Document customer feedback thoroughly and share information with account managers.
- Provide occasional assistance to field personnel at client sites.
- Maintain technical knowledge of current technologies and meet goals set by your manager. Work outside of business hours when necessary.
- Take part in the on-call rotation for after-hours support.
Qualifications
- Strong knowledge of current networking technologies
- Strong knowledge of configuring and troubleshooting OS such as Windows 8/10, Windows Servers 2016-2019
- MAC and LINUX experience a PLUS
- Excellent knowledge of Microsoft S Office
- Good knowledge of TCP/IP, DNS, DHCP and Windows 2016/2019 Active Directory
- Good knowledge of LAN/WAN technologies
- Good understanding of firewalls, routers, and VPN/remote access solutions
- Bachelor's Degree or Equivalent Experience Preferred
- Technical School Certificate Graduates Preferred
- MSCA/MCP Certifications Preferred
What We Offer
- Full time position
- Competitive salary (base + bonus)
- Fast Pace growth
- Fun and friendly environment to work
- Opportunities for career advancement and growth
- 401K, Medical, Dental, Long and Short Term disabilities offered by the company
- Vacations, PTO, Paid Sick Time
Introduction
Technical Support International (TSI), based in Foxboro, MA, is a provider of outsourced IT and cyber security services for small and medium sized businesses in New England. TSI has a current offering of remote support, field support, managed and security services as well as project management for our clients.
TSI works with clients to help identify and manage their cyber security risks. Whether those risks stem from external/internal cyber threats, identity and access management challenges, online fraud, compliance pressure or any number of other business and technology issues.
Position Summary
IT Security Engineer will be a key member/manager of the security team for an MSP/MSSP. Candidates will have a comprehensive skill set in network security operations, cyber security tools, intrusion detection, and secured networks. Applicants will work closely with VP of Technology and clients to improve customers security posture as well as assist clients in achieving compliance.
This is a hands-on role that requires analyzing the environment, coordinating data gathering and generating solutions on a day-to-day basis as well as contributing to the long-range planning activities of the overall IT team. The IT Security Engineer will oversee projects and investigations related to threat management and security breaches for clients. The selected candidate will write security assessments as well as develop policies to address problems and security emergencies and makes recommendations to clients.
Knowledge & Skills
- Experience with network/cyber security engineering: design, implementation, optimization, monitoring and troubleshooting of LAN, WAN, WLAN and DR networks.
- Demonstrated best practice usage of security technologies and policy administration: Firewalls, IDS/IPS, DLP, Proxy, Endpoint, Vulnerability scanning and management, SIEM / logging, security groups and network segmentation, system hardening, incident response and malware/virus prevention
- Experience with network security technologies including Rapid Fire, SolarWinds, Sophos, BlueCoat, SonicWALL, Cisco, CrowdStrike and Splunk
- Documenting security controls, monitoring and alerting around these controls
- Clear understanding of virtualization technologies such as VMWare and Hyper-V.
- Knowledge of multi-tier application architecture on infrastructure and cloud environments
- Demonstrated skill securing sensitive data in production environments
- Self-starter with strong work ethic willing to identify issues and lead them to conclusion
- Ability to see the big picture and present ideas clearly with demonstrated thought leadership to clients
- Capable of meeting with clients to discuss cyber security solutions and recommendations
Technical Qualifications
- Bachelor's degree preferable or higher in Information Technology or other engineering or technical discipline and at least 4 years IT experience and minimum 2 years Cyber Security Information experience
- Four-year relevant experience may be substituted with professional certification
- Industry security certifications a plus, [Ex. Certified Information Systems Security Professional (CISSP), CISA Certified Information Systems Auditor (CISA), CEH Certified Ethical Hacker (CEH), CISM Certified Information Security Manager (CISM), ISSAP Information Systems Security Architecture Professional (ISSAP), ISSEP Information Systems Security Engineering Professional (ISSEP)]
- Experience with Linux, Windows 10, Windows Server 2016/2019, Windows Domains, Active Directory, and GPO's
- In-depth understanding of CMMC and PCI DSS v3.2 or other security compliance frameworks
- Experience in developing organization security policies and implementation of revised policies
- Experience with endpoint security solutions, including file integrity monitoring and data loss prevention
Personal Attributes
- Excellent analytical and problem-solving skills
- Ability to work independently on multiple projects
- Collaborates and assumes a technical leadership role when required
- Comfortable with mentoring colleagues on network security best practices
- Ability to explain network concepts to both fellow technical staff and clients
- Is effective in prioritizing tasks within a high-pressure competing environment.
- Highly self-motivated and directed, with keen attention to detail
- Demonstrates excellent oral and written communication skills
- Demonstrates an interest in working hard in a fast-paced environment
- Excels in customer facing environment and enjoys challenges
- Strong organizational skills
Minimum Technical Requirements
- Knowledge of current networking technologies
- Strong knowledge of configuring and troubleshooting OS Windows 8/10 & Server 2012-2016
- Knowledge of Microsoft Office/ Office 365
- Knowledge of TCP/IP, DNS, DHCP and Windows 2016/2019 Active Directory
- Knowledge of LAN/WAN technologies
- Understanding of firewalls, routers, and VPN/remote access solutions
- Good knowledge and demonstrated experience with IT Security
- Knowledge of installing and configuring Windows Servers 2016-2019 a PLUS
- MAC and LINUX experience a PLUS
Benefits
- Full time position
- Competitive salary (base + bonus)
- Medical & dental insurance
- 401K plan with company match
- Long term and short-term company disability plans
- Company life insurance
- Paid holidays
- Paid time off & Sick Time
- Mileage reimbursement
- Generous quarterly bonus Plan
Summary
Technical Support International (TSI) is a growing MSP/MSSP located in Foxboro, MA (www.tsisupport.com). We are looking for an IT Engineer, Managed Services to provide support services to a wide range of clients in diverse computing environments. This position requires demonstrated strengths in areas of basic network infrastructure topology and virtualization knowledge; and hands-on experience with Powershell, and basic scripting.
The Managed Services Engineer has excellent problem-solving skills and thorough knowledge of current Windows workstation/Server OS. This position will join an existing team of networking, virtualization and security engineers focused on providing support of clients throughout the New England area. This position demands ability to handle multiple projects concurrently and respond positively to sudden changes in priorities.
Essential Functions/Primary responsibilities:
- Provides "White Glove" technical support (levels 1/2/3) to stakeholders at all levels.
- Communicates effectively, both verbally and written, with vendors (Level 2/3 support) for internal applications, hardware, and on behalf of clients.
- Performs and applies basic scripting, including use of Powershell.
- Troubleshoots Windows, Server OS (including MacOS, & Linux) based issues.
- Provides back-end support using ConnectWise stack.
- Writes and maintains technical documentation.
- Resolves other issues by applying concepts and experience related to Microsoft Exchange and Active Directory; uses concepts of internet fundamentals, network routing, and email delivery to resolve issues.
- Assists with and perform other duties as requested and as necessary.
Other Technical Requirements:
- Basic understanding of how HTTP/HTTPS works (Including related technologies like TLS/SSL and authentication protocols like OAuth2.0/SAML).
- Knowledge of IIS, MySQL, and SQLServer technologies.
- Understanding of support for storage and Virtualization Platforms - VMware vSphere / vCenter, Hyper-V.
- Familiarity with Infrastructure components: Switching/Routing, Servers/Storage, Firewalls, Backup Software/Appliances.
- Experience with network diagnostic, monitoring and analysis tools and methodologies.
- Support of Cloud products: Office 365, SharePoint, OneDrive, Azure, AWS.
Strongly Preferred Skills:
- Connectwise Manage, Automate, Control experience.
- Knowledge & ability to use Bash, Powershell, Auvik & Veeam Experience.
- Support of Cybersecurity products: Sophos, Malwarebytes.
- Support of Multifactor / SSO / MDM Products: Duo, RSA, Okta, Intune, AirWatch.
Competencies:
- Team player, self-sufficient, autodidact, and a friendly attitude.
- Excellent Customer Service skills.
- Organizational skills, ability to express ideas and thoughts clearly and effectively in both written and verbal communications.
- Excellent written and verbal communications; fluency in English language.
Other Job Requirements:
- Valid driver’s license.
- Some travel within New England to meet with clients / perform support actions.
- 7x24 on call rotation, occasional.
Education/Experience:
- Bachelor’s degree or Associate, preferably in Computer Science/IT or equivalent specialized training plus experience.
- Minimum requirement is 4-6 years’ experience in IT/Information Systems, networking, or similar computer-related fields.
Benefits:
- Company paid medical & dental insurance
- 401K plan with company match
- Short term company paid disability plans
- Life insurance
- Paid holidays
- Paid Time Off
- Quarterly discretionary profit-sharing bonus
Physical Demands:
Must have dexterity in fingers and hands for work requiring fine motor skills. This position requires strength in hands, wrists, and arms for the ability to hold and maneuver equipment. Must have the ability to reach upwards and outward with arms and hands. Must be able to bend, stand and sit for extended periods of time and must be able to perform related activities, such as, but not limited to, lifting heavy equipment (up to 50 lbs. unassisted).
- TSI is an equal opportunity employer
- Local applicants only will be considered, no relocation.
- TSI's main office is located in Foxboro, MA. This position may require local travel to client sites.
- Clients are primarily in and around 95/495 surrounding areas in MA.
Applicants with general inquiries can email Human Resources directly at jobs@tsisupport.com