IT Specialist

About Back Bay Networks :

Back Bay Networks is a dynamic and growing Managed Services Provider (MSP) committed to delivering exceptional IT support and solutions to our diverse client base in the Dover, New Hampshire area and beyond. We pride ourselves on our proactive approach, technical expertise, and dedication to fostering strong client relationships. Join our supportive team and play a key role in empowering our clients through reliable and efficient technology.

Position Overview :

As a Mid-Tier IT Specialist at Back Bay Networks, you will contribute to our service delivery team, providing our clients with comprehensive technical support and proactive solutions. You will serve as a primary point of contact for various IT needs, including system implementation, user support, and issue resolution across both Windows and macOS environments. This role requires a strong blend of technical proficiency, problem-solving skills, and a commitment to delivering outstanding customer service, both remotely and on-site.

Responsibilities :

• Provide expert-level end-user support for installing, configuring, and effectively utilizing various software and hardware solutions across macOS and Windows operating systems.
• Independently troubleshoot and resolve a wide range of technical issues efficiently and effectively via phone, email, and remote access tools, escalating complex problems to senior team members when necessary.
• Perform on-site diagnostics, repair, and maintenance for client IT infrastructure when remote resolution is not feasible, ensuring minimal disruption to their operations.
• Maintain a deep and current understanding of the technologies and services offered by Back Bay Networks to provide informed and accurate solutions to client inquiries.
• Accurately and thoroughly document all customer interactions, troubleshooting steps, and resolutions within our ticketing system, contributing to our knowledge base.
• Administer and support client environments leveraging Windows Server (2012-2022), Active Directory, Microsoft Exchange, and Microsoft 365, including user management, security configurations, and essential maintenance.
• Proactively communicate customer concerns, recurring issues, and potential service improvements to relevant internal teams to enhance service delivery.
• Assist with technical aspects of pre-sales activities, including solution demonstrations and scope definition, as well as the on-site implementation and training of new technologies for clients.
• Maintain organized digital and physical file systems, correspondence, and client records in accordance with company policies.

Job Requirements :

Preferred Skills and Experience (Not Required) :

Join Our Team!

We encourage you to apply if you are a highly motivated and skilled IT professional looking for a challenging and rewarding opportunity to grow your career with a supportive and forward-thinking MSP! We value collaboration, continuous learning, and a commitment to exceeding client expectations.