Location:  Boston, MA

Position Summary:

Provides IT consulting, network administration, field and remote technical support, keeps the clients' technical environments up-to-date with industry standards, and offers constant support and maintains productive communication with Focus clients, team members, and Field Service Managers.

Essential Functions                                                                                             

• Provides strong knowledge of IT/IS technology in a production environment to clients
• Travels between Focus office and a variety of client sites, reporting to all sites on time while always being prepared (e.g., proper equipment, applicable systems, knowledge of worksite, etc.) and available to and from client sites
• Supports clients in all areas of IT support, as outlined in client contract
• Assists in the maintenance of Windows servers, as well as all applications in use by clients 
• Maintains all client network equipment, including servers, workstations, PDAs, routers, firewalls, switches, and printers
• Provides remote service to clients, when applicable
• Documents all hours on a daily basis, separating billable hours from non-billable hours, using as much detail as possible and submitting timesheets on time
• Provides weekend on-call duties within a rotating schedule and is available for weekend/evening work, when required
• Meets deadlines for all assigned tasks
• Addresses the needs of the clients, as quickly as possible
• Serves as the first point of contact for all technical support services with clients
• Monitors the ticketing system and ensures tickets are addressed in a timely fashion
• Performs preventative maintenance for clients including backups, anti-virus, and firewall maintenance
• Maintains server and desktop back-ups
• Escalates tickets appropriately and non-technical issues to the correct IT Services Manager
• Checks and completes tickets from the queue when in the office
• Performs client audits and creates summary reports of findings
• Provides recommendations to Focus on programs, processes, and resources that could improve the efficiency of the IT department
• Assists the Field Services Manager with scopes of work, as needed
• On the clients’ behalf, communicates with a variety of vendors for issues and needs in terms of hardware, software and communications (ISPs), wireless networks, phone systems, PDAs, and desktop applications
• Provides one-on-one training with users, as needed
• All other duties, as assigned

Key Skills/Experience/Education/Competencies: 

Skills:

• Self-starter/self-motivated and driven for success
• Maintains a high level of professionalism and a courteous demeanor
• Solid knowledge and proficiency with Microsoft Office products (Word, Excel, and PowerPoint), networks and systems, such as HP and Dell
• Strong experience with LAN, WAN, and WLAN technologies
• Strong knowledge in implementation and troubleshooting Cisco Nexus, Catalyst, and ASA devices
• Working knowledge of other enterprise class switches (L2/L3), routers, load balancers and firewalls
• Proficient in network routing protocols like OSPF, BGP, EIGRP, and HSRP
• Configures and troubleshoots VPNs
• Technical expertise in network, storage, virtualization, and computing across multiple vendors
• Experience working with diverse environments
• Demonstrated positive and professional interpersonal skills and written and verbal communications skills with a keen sense of verbal and non-verbal cues to engage potential and existing clients in person, by phone or through other means to assess and respond to users’ needs
• Negotiation and conflict management skills
• Exceptional client relations skills to engage and service clients effectively
• Effective critical thinking, analytical, and problem-solving skills to obtain business solutions, such as to detect changes in circumstances or events
• Strong organizational, multi-tasking, detail-oriented, and time management skills
• Aptitude for advanced mathematics to coordinate inventory and other programs/processes
• People Management/Supervisory aptitude
• Strong documentation skills
• Adaptability to changing priorities, as needed
• Positive teamwork skills
• Maintains a high level of confidentiality

Experience:

• 3+ years of IT experience in a consulting environment, preferably with a  Managed Services Provider 
• Must have Windows server and Windows desktop experience and knowledge of Microsoft Office
• Working knowledge of TCP/IP, DNS, DHCP, Voice over IP, disaster recovery, and Active Directory
• AWS certification or experience preferred

Education:

• Completion of related-IT training, whether it be through a degree program or certification
• Bachelor’s degree from a four-year college/university in a related field, preferred

Other:

• Current and valid Passport to travel outside of the US, as needed
• Valid driver’s license and access to transportation

Competencies:

• Aptitude for learning technology
• Decision-making
• Adept at working independently and collaboratively
• Results-orientation
• Training and coaching
• Organization and planning
• Priority setting