JOB DESCRIPTION

Join our team.

END-USER SERVICES TECHNICIAN - SN001EUST-JD

About Us

StrataNorth is a young Boston-based IT advisory consultancy with a passion for providing the best outcomes for our customers. We help businesses of all sizes, from startups to large enterprises, who understand that having the right strategy, technological footprint, secured environments, and a focus on customer-centricity is directly tied to their ability to stabilize, scale, and sustain their growth. Our consultants utilize a comprehensive, in-depth and analytical approach to deliver successful outcomes that help our customers make smarter business decisions. We deliver exceptional world-class service with solutions tailored to our customer’s business. We are committed to being solution agnostic, thereby allowing us to consider a wide range of solutions to provide outcomes that truly meet our customer’s business needs.


Vision Statement

“Create innovative solutions that empower every organization to deliver on their promises.”

 

Mission Statement 

“To deliver strategic advisory services of unmatched quality by continuously being inspired by change, doing all that we do with integrity, and driving excellence in our execution.”

About the Role

StrataNorth is looking for a dedicated technology specialist who is a creative problem-solver for an End-User Services Support Technician role. The person in this role will provide essential first-line support to customers to diagnose issues with various PC and server software, hardware, and network systems using our remote RMM system. The ideal candidate should be detail-oriented, a critical thinker, have sound judgment, basic troubleshooting skills, and a positive attitude with a focus on customer excellence and career growth.

 

Role benefits

  • Work where and how you want with flexible hours
  • Mentorship program for skill enhancement and career growth
  • Potential sponsorship for IT certifications
  • Be a part of a young startup and get in on the ground floor
  • Potential for full-time and benefits

Responsibilities

  • Diagnose PC and Server software, networking, and hardware issues and provide long-term and short-term solutions and workarounds.
  • Provide first-line technical support to customers via remote-access systems.
  • Perform patching of systems, upgrade and deploy software, and upgrade and deploy system hardware.
  • Perform system configuration documentation and keep it up to date
  • Monitor hardware, software, and system performance metrics.
  • Identify and resolve assigned tasks and project issues.
  • Prepare quarterly customer engagement reports with SLA metrics
  • Interface with vendors and 3rd party technology service providers on behalf of the customer for issue resolution

Candidate Requirements

  • 1-3+ years of experience supporting Office Suite, including O365
  • 1-3+ years of experience supporting Microsoft Windows OS
  • 1-3+ years of experience troubleshooting hardware and software problems
  • Ability to keep up with technical innovation and trends
  • Exceptional customer service skills
  • Exceptional problem-solving skills
  • Ability to prioritize tasks and adhere to SLA requirements
  • Good communication skills, verbal and written
  • Experience with basic IT security concepts and practices
  • Experience with anti-virus and endpoint detection and remediation tools
  • Experience supporting mobile devices (smartphones, tablets, etc.)
  • Experience supporting a mixed PC and MAC environment
  • Experience with Windows Server, Active Directory, Exchange, Skype for Business, Teams, SharePoint, OneDrive, and Intune is a plus
  • Experience with O365 and GSuite is a plus

Location & Commitments

This role is 100% fully remote; flexible hours are negotiable. This role is a part-time role with an estimate of 10 hours/week with the potential for full-time.

Compensation Guidelines

Hourly rates range from $40 – $60 /hr. (pending experience).

Additional Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee, contractor, or freelancer for this role. Duties, responsibilities, and activities will be reviewed periodically as duties and responsibilities change with business necessities. Essential and marginal job functions are subject to modification.

Contact us
to apply

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15 Main Street, Suite 139
Watertown, MA 02472