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Support Specialist

Company: Trailside Communications, Inc.
Location: Worcester
Posted on: February 25, 2021

Job Description:

About UsWe aim to be the best place you've ever worked.--We are a small but growing boutique IT firm with a drive to engage our customers first at the strategic business level.--We learn about how our clients' businesses operate and how their data flows.--Once we have a full understanding, we implement technology solutions that support, protect and optimize those workflows.--Unlike our competitors, we become an embedded resource on our customer's team, instead of a boilerplate locked-in support contract.--Our culture is relaxed and fun, but is built on service-delivery excellence, continuous improvement and a thirst for knowledge.About This RoleIn this role, you will engage in strategic and tactical interactions with our clients to improve their business operations and security.--In other companies, this might be similar to a sales-engineer role.--At Trailside Communications, however, this role is more versatile, broader and has more independence. You will also work on our dedicated helpdesk team to support our customers, manage Watchguard firewalls, Office 365 migrations, and everything in-between.--You will provide world class productivity, security and support services while working to identify new business opportunities and develop new Trailside offerings.Essential ResponsibilitiesStrategicYou will listen to clients and prospects about how their team functions and how data flows through their business.--You will then identify areas for improvement in their IT systems to protect their data and optimize their team's performance.--You will participate in the technical evaluation and inventory of business-client networks and create proposals for products, cloud-based services, and support that cost-effectively raises their security and operations to new levels.Support and ProjectYou will also provide Tier-2 technical support to our clients and lead projects to implement new technology and services.--Support and project responsibilities include:* Tier-2 support to front-line helpdesk.--Direct remote and onsite support for clients with dedication to system uptime and client satisfaction.* Manage and participate in projects to migrate client networks and services to upgraded platforms holding responsibility for on-time and on-budget project delivery.* Maintain and administer business networks, Windows Server systems, and cloud-based services.* Update network documentation and ticketing system to document activities and problem resolutions.* Configure and monitor backup systems. Perform disaster recovery operations if needed.Technical and Experience RequirementsDepth of knowledge in network infrastructure used in small and medium-sized businesses, including firewalls, network switching and wireless technologies.Hands on experience planning and executing Office 365 migrations.--Experience planning and configuring single-sign-on authentication with Azure AD and hybrid environments.--Ability to migrate Windows Server-based environments and implement cloud-based services such as SharePoint, Exchange Online, and Microsoft Teams.Experience providing and managing helpdesk support for a variety of vertical markets.--Experience configuring and managing Watchguard firewalls, BDR backup systems, business grade security software, virtualization, networking, and productivity applications.High School diploma and one or more certifications from CompTIA, Microsoft, Watchguard, VMWare, or Cisco.--Associate or Bachelor's Degree in a related technical curriculum preferred.--Minimum of 5 years of Tier-2 technical support services.--Demonstrated project and team management experience.Application InstructionsEmail your resume and a statement describing why you believe you are suited for this position to hr@trailsidecom.com. Please include your salary requirements and a brief description of a workplace success that demonstrates your skills and dedication to customer service.--Applications without this statement will not be considered.

Keywords: Trailside Communications, Inc., Worcester , Support Specialist, Other , Worcester, Massachusetts

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