Support Technician

At OunceIT we know the importance of building the best team!  We are looking for a Support Technician to join our world class team to support the technology needs of non-profits, mission-based organizations, and independent schools in Massachusetts. A successful candidate will have experience technically supporting clients, ability to work independently, and be comfortable with helpdesk tasks such as device issues, wifi troubleshooting, virus removal, print/save issues, migrations, and other complex technical support requests.

As a Support Technician, you will have the ability to solve technical problems with a curious and open mind around learning new technology.  You will support customers both in person and remotely and have the ability to grow in your career by continuing to learn and develop technical acumen. You will also have the opportunity to work in atmospheres that support mission-based organizations and small schools, working with educators, staff, parents, and students.

Responsibilities:

• Help Desk Support, addressing and managing the ticket queue; triaging incoming requests by assessing, prioritizing, and escalating as needed


• Documents all customer and client interactions, actions taken and next steps needed


• Services and troubleshooting for all operating systems, Mac, Windows, Linux, iPads, tvOS, iOS, Android, and ChromeOS, with knowledge of system settings and features.


• Administers key SaaS applications like Google Workspace and M365 among others, managing permissions, groups, and OU structures


• Maintains basic terminal/command line tools knowledge for troubleshooting with end user devices


• Ability to perform basic support functions via MDM and RMM platforms


• Understands IP network configurations on endpoints: IP address, gateway IP address, subnet mask and DNS


• Understands basic VOIP and enterprise-grade phone system deployment and can support functions related to extension setting and managing, voicemail, passthrough IP configurations, softphone management, etc.


• Creating documentation related to assigned issues/resolutions as well as the general IT infrastructure and processes for assigned clients; keeping visible notes on actions taken and steps remaining


• Maintains inventory records in applicable IT documentation and administration platforms


• Communicates clearly and frequently with colleagues, leaders, escalation resources and clients.


• Identifies, develops, and manages recommendations for client system changes 


• Performs basic to intermediate technical advisory duties to client stakeholders and can articulate the details of technical situations and recommended changes.


• Assists in the development of and implementation of client facing policies and SOP's in partnership with others.


• Participates in OunceIT's on-call rotation

Requirements

• 4+ years of relevant on-site IT support experience (time in an academic setting and/or MSP a plus)


• Proven experience supporting endpoints and infrastructure regardless of the OS (Windows v. macOS), hardware (Dell v. HP), hypervisor (VMware v. Hyper-V), etc.


• Experience with implementation and administration of commonly used SaaS solutions (O365, Gsuite, AWS/Azure, etc.) 


• 2+ years of experience implementing and supporting network hardware (wireless networks, switches, routers, firewalls) and related services from the edge to the ISP.


• Mastery of concepts such as TCP/IP, DNS, DHCP, VLANs, VPN, iSCSI, RAID, etc. 


• Experience with installation, configuration, and administration of current Microsoft Windows Server environments including: Active Directory, Exchange, file services, print services, group policy, etc. SQL experience a plus, but not required.


• 3+ years of experience with Installation, configuration, and administration of current virtualization platforms (ideally VMware) and understanding of related best practices (backups, HA, DR, etc.)


• Ability and willingness to troubleshoot complex server and workstation issues