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TSI is a growing business technology consulting and Managed Services Provider (MSP) organization based in Foxboro. We strive to provide the best IT support solutions for businesses in the Northeast United States. We are looking to add passionate, charismatic and intelligent team members to our organization to help our clients achieve their business objectives through supporting their IT support needs. If you are someone who is passionate, seeking an opportunity that allows for professional growth, and want to thrive in a strong team work based environment, we want to talk to you!

Technical Support International, Inc. is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Field Support Engineer / Full-Time, Foxboro

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 ManagerName of the element

  • 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 managersName of the element

  • 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 7/8/10

  • Knowledge of Microsoft Office

  • Knowledge of TCP/IP, DNS, DHCP and Windows 2008/2012 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 2008-2012 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

Internal Support Engineer / Full-Time, Foxboro

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 7/8, Windows Servers 2008-2012

  • MAC and LINUX experience a PLUS

  • Excellent knowledge of Microsoft S Office

  • Good knowledge of TCP/IP, DNS, DHCP and Windows 2008/2012 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

Security Engineer / Full Time, Foxboro

Summary

As the Client Support Engineer, you are responsible for providing exceptional customer service to our clients which include internal and onsite support.  In this hybrid role you travel to client sites to identify issues, appropriately escalate to management, provide project management support to key clients in areas but not limited to server installations, assist with the development of projects requiring needs and solutions analysis; and consistently demonstrate exceptional project and time management skills.  You are dependable, exemplify professionalism, calmly handle multiple projects concurrently, respond positively to sudden changes in priorities – and you thrive in a challenging, fast moving, collaborative, and results oriented environment.  

Customers

  • Monitors customer satisfaction proactively by soliciting feedback and escalating concerns and issues appropriately.

  • Establishes and maintains standards for project deliverables and ensures that they are effective to meet specifications and audit requirements.

  • Interacts with clients at the technical level and interprets technical jargon into understandable terms.

  • Demonstrate a high-level of urgency when working with clients’ problems and sets realistic expectations.

  • Functions as the client’s single point-of-contact for internal problem resolution for issues that have been escalated by the internal support team.

Problem Resolution

  • Takes ownership of technical issues and manages resolution.

  • Identifies, analyzes and remediates any IT related problems at customer sites. Drives problem investigations and resolution as required.

  • Reports progress and issues and escalates appropriately to immediate manager, keeping others informed where needed.

  • Uses TSI’s remote monitoring and management (RMM) tools to diagnose problems.

  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

  • Responds proactively to client email messages and other forms of medium.

  • Runs diagnostic programs to resolve problems.

  • Interfaces and collaborates with technical staff and project manager to resolve client issues.

Project Management

  • Works with the technology team and key internal business partners including account managers to identify client needs and plan projects.

  • Provides support to the project manager by developing and updating project plans and by providing onsite support to clients in server related projects.

  • Provides effective project controls by monitoring and tracking progress and providing appropriate and timely updates to the project team and to management.

  • Documents meeting outputs and follow-ups in a timely manner to keep the project team and tasks on track.

Communications

  • Works with the technology team and key internal business partners including account managers to identify client needs and plan projects.

  • Provides support to the project manager by developing and updating project plans and by providing onsite support to clients in server related projects.

  • Provides effective project controls by monitoring and tracking progress and providing appropriate and timely updates to the project team and to management.

  • Documents meeting outputs and follow-ups in a timely manner to keep the project team and tasks on track.

ACCOUNTABILITY/PROCESS/QUALITY

  • Documents all tickets in TSI’s ticketing system with highest degree of accuracy.

  • Manages the remote monitoring and management system to ensure consistency and accurate reporting of customer devices.

  • Identifies areas for improvement and make constructive suggestions for change.

  • Enters all work as activities, service tickets, or project tickets into ConnectWise.

  • Documents internal processes and procedures to keep all parties informed and to share knowledge.

  • Responsible for entering time and expenses in Connect Wise as it occurs.

PERFORMANCE/PRODUCTIVITY/OTHER

  • Completes assigned training materials and blueprints using ConnectWise University and understands processes in ConnectWise.

  • Improves usage of IT support resources and increase productivity of the team

  • Reviews proposals, research solutions and products and provide recommendations that drive business opportunities.

  • Maintains technical knowledge of current technologies and meet goals set by your manager.

  • Ensures that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production.

  • Participates and provides input into the design and building of new services when required.

  • Reviews IT publications and online materials on emerging technologies in the industry to remain current.

OTHER RESPONSIBILITIES

  • Assists with and perform other duties as requested and as necessary.

  • Adheres to all company policies as outlined in the Employee Handbook including but not limited to all safety policies and rules and regulations; standards of conduct; workplace harassment policies; sexual harassment policy.

  • Works on-call rotation for after-hours support.

EDUCATION

  • Bachelor’s degree preferably in Computer Science or Business; or demonstrated professional experience;

  • Minimum requirement is 4-6 years’ experience in IT/Information Systems, networking, or similar computer-related fields.

EXPERIENCE

  • Minimum requirement is 4-6 years’ experience in IT/Information Systems, networking, or similar computer-related fields.

OTHER REQUIREMENTS

  • Must have a valid driver’s license; use their personal vehicle while conducting TSI business; maintain an acceptable driving record; and have auto insurance with business class (with copy as proof of insurance furnished annually to TSI). Personal vehicles must be kept in good working order.

PHYSICAL REQUIREMENTS

  • 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).

Applicants with general inquiries can email Human Resources directly at hr@tsisupport.com

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