About the role
Located at our facility in Burlington, MA and reporting to the Sr. Manager, Information Technology, the Support Center Engineer II is responsible for the daily operations of computer hardware, software and cloud applications. Responsible for all levels of troubleshooting technical issues related to hardware and software. Install software upgrades and configuration changes when required. Runs diagnostics on computer hardware. Responsible for tracking hardware and software asset inventories. Follows through on technical issues until closure. This position supports two locations: Bedford and Burlington, MA and will be responsible to rotate between sites as appropriate to support end users.
Principal Responsibilities:
* Provide lead technical support for computer hardware, operating systems, telephony systems, and the corporate network.
* Provide technical assistance, troubleshooting support, and general systems guidance to office and remote end users.
* Support users connecting to cloud applications specifically Microsoft
* Perform specialized tasks to maintain computer equipment and their peripherals.
* Able to effectively communicate with business owners at all levels.
* Install new software and manage software upgrades.
* Maintain computer and software inventories
* Manage image preparation and deployment for all hardware types.
* Provide system administrator skills to general systems such as Smartsheet, Adobe, O365, etc.
* Perform special projects, as assigned by IT management.
* On-call rotation is required.
Education and Experience Qualifications:
* BA/BS degree with at least 3 years related experience or the equivalent combination of training and experience.
* Formal training in Microsoft support and the Office Suite
* Administration experience in the Microsoft ecosystem (Entra, Teams, Sharepoint, etc)
* Experience with MDM and Apple device management desired
* Experience with imaging systems such as SCCM, Ghost, iDrive, etc.
* Excellent problem solving skills
* Ability to work effectively under pressure
* Excellent interpersonal and communication skills