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: 


  • 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


  • 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


  • 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


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


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