IT Specialist

Company Description

Back Bay Networks, based in downtown Dover, New Hampshire, has been a trusted provider of customized IT support and solutions since 2003. Serving a diverse range of industries, including banking, hospitality, education, law, and more, the company provides tailored services for businesses and organizations of all sizes in New Hampshire, Massachusetts, and southern Maine. With a mission to deliver exceptional support across all areas of IT infrastructure, Back Bay Networks has built a reputation for reliability and efficiency.

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 be the 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 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:

• Minimum of 3-5 years of progressive hands-on IT experience, with a demonstrable track record supporting diverse client environments.
• Solid expertise in managing and troubleshooting Windows Server environments (2012-2022), Active Directory (user and group management, GPOs), Windows client operating systems, and macOS in a business setting.
• Proven ability to diagnose and resolve networking issues, including basic firewall configuration and troubleshooting (e.g., understanding of ports, protocols).
• Experience with various backup and recovery technologies and strategies.
• Exceptional customer service and communication skills, with the ability to explain technical concepts clearly to both technical and non-technical users.
• Strong analytical and problem-solving skills, with the capacity to manage multiple priorities and tasks effectively in a dynamic environment.
• Familiarity with email systems such as Microsoft Exchange and Microsoft 365 administration.
• Must successfully pass a background check.
• Must reside within a 1-hour driving radius of our Dover, NH office to facilitate timely on-site support.

Preferred Skills and Experience (Not Required):

• ITSM certifications (ITIL Foundation or higher).
• Project Management fundamentals or certifications (e.g., CAPM).
• Networking certifications (e.g., CompTIA Network , Cisco CCNA).
• Security certifications (e.g., CompTIA Security , CompTIA CySA ).
• Cloud platform experience and/or certifications (e.g., Microsoft Azure Fundamentals, AWS Certified Cloud Practitioner).
• Prior experience working for a Managed Services Provider (MSP).
• Hands-on experience with Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) tools.
• Relevant Microsoft certifications (e.g., Microsoft Certified: Azure Administrator Associate, Microsoft 365 Certified: Modern Desktop Administrator  Associate). 

Join Our Team!

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