IT Support Specialist

| Greater Boston Area

This is your opportunity to work directly alongside industry veterans, and learn all you ever wanted to know about IT, Unified Communications, Software-as-a-Service, Business Intelligence, and what goes into creating a world-class service provider environment. In this position, you will provide day-to-day technical support to employees which will enable you to have a deep understanding of our network infrastructure and internal desktop systems, both software and hardware. You will install, configure and troubleshoot desktop systems, workstations, servers and network issues in a heterogeneous environment. You will also maintain passwords, data integrity and file system security for the desktop environment. Communicating highly technical information to both technical and nontechnical personnel will be required in this role, as well as you may be asked for recommendations for new hardware and software solutions. New solutions may include acquisitions and upgrades. In addition, you will also participate in development of information technology and infrastructure projects as well as conduct training programs designed to educate computer users about basic and specialized applications. In this role you will be responsible for local help desk and remote user support for company-hosted and cloud-based services as well as interfacing with service providers, vendors, and outsourced consultants. This is a fantastic opportunity to spread your wings and do a lot for a company that is growing tremendously in two hot industries, both Cloud and UC! Do you want to be with a leading company in a growing trend that has no boundaries?

The successful applicant will be responsible for the following, but not limited to…

  • Configuring, installing, and supporting laptops, printers, monitors, and other general peripherals
  • Configuring IT devices for secure operation, including installation of security software, software updates, and other configurations as required.
  • Supporting desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management.
  • Provisioning IT resources for new hires, including the setup and breakdown of workstations
  • Tracking and updating the movement of all IT assets within the asset tracking system.
  • Responding to requests for technical assistance in person, via phone, and remotely
  • Diagnosing and resolving technical hardware and software issues via the helpdesk ticketing system.
  • Advising users on appropriate action and clearly setting expectations
  • Logging all help desk interactions and escalating situations requiring urgent attention to IT Management
  • Documenting resolutions within help desk knowledge base
  • Following established IT policies and procedures

Job Requirements:

  • Bachelor’s degree required in related discipline.
  • 2 years experience supporting wide variety of computer hardware, software, peripheral equipment.
  • Knowledge of Windows 7/10 and MAC OS, Office 2013/2016, Google Apps, antivirus software Android and iOS.
  • Knowledge of helpdesk ticketing systems and asset management.
  • Experience with Active Directory and network connectivity.
  • Exceptional customer service skills and able to work well with all levels of the organization
  • Must be self-motivated and adaptable to learning and understanding new technologies.
  • Must be able to prioritize and manage multiple tasks to meet aggressive deadlines.
  • Must have strong analytical and problem solving skills.
  • Must have the ability to work both independently and in a team environment.
  • Excellent written and oral communication skills.

Nice to Have:

  • VOIP experience is an asset.
  • Scripting experience is an asset.
Read Full Job Description

Location

We're right in the heart of Copley Square with plenty of restaurants & bars in the area. The office is easy to get to with train & bus stops nearby.

An Insider's view of Fuze

What are some social events your company does?

Once a quarter, we host a theme party in our offices to get everyone together. Fuze Cruise, summer camp, Halloween, and a holiday party with a cookie swap to name a few of the recent ones. We also have a softball league during the summer and fall, and have done a few volunteer outings at local charities.

Amanda

Marketing Director

How do you collaborate with other teams in the company?

Fuze understands the importance of hiring the right people, preparing them to succeed and creating a culture of collaboration that mirrors that of the solution we sell.

Becca

Account Executive

How has your career grown since starting at the company?

Working at Fuze since 2014 has been immeasurably rewarding both personally and professionally. I've made lifelong friends, rubbed shoulders with business leaders from coast to coast, and taken my career to a level I didn't think possible.

Josh

Area Director, New England

What unique initiatives do you have that encourage innovation?

We look for people who have high energy and are up for a challenge. We're in the business of transitioning enterprises to the cloud with communication and collaboration software. Our market potential is massive when you think about the millions of knowledge works in global enterprises today.

Colin

CEO

What are Fuze Perks + Benefits

Fuze Benefits Overview

At Fuze, we believe in the power of our employees. Great employees build and support innovative products and make sure our customers are happy with the services we provide. With that, we offer a variety of perks and benefits to ensure our employees feel empowered.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Fuze offers an FSA and HSA to help employees cover out-of-pocket costs with pre-tax contributions.
Disability Insurance
Fuze offers disability insurance for all employees.
Dental Benefits
Fuze offers dental plans for each employee.
Vision Benefits
Fuze offers vision plans for each employee.
Health Insurance Benefits
Fuze offers a variety of health insurance plans for each employee.
Life Insurance
Pet Insurance
Wellness Programs
Fuze offers discounts to select area gyms.
Retirement & Stock Options Benefits
401(K)
Company Equity
Fuze offers stock options through its employee profit sharing program, including vesting over a four-year period.
Performance Bonus
Depending on the role, employees are eligible for a performance bonus.
Child Care & Parental Leave Benefits
Flexible Work Schedule
Fuzers work the hours they need to get their jobs done. This allows them to create flexibility in their schedule when needed.
Remote Work Program
Fuze has an official Work from Anywhere policy, in which employees can work with their managers to develop a personalized work schedule.
Family Medical Leave
Fuze offers up to 12 weeks of unpaid, job-protected leave per year, as well as maintained health benefits, for any employee eligible under the Family and Medical Leave Act (FMLA).
Vacation & Time Off Benefits
Unlimited Vacation Policy
Flexible time off is unlimited and available to full-time employees.
Generous PTO
Flexible time off is unlimited and available to full-time employees.
Paid Holidays
Paid Sick Days
Flexible time off is unlimited and available to full-time employees.
Perks & Discounts
Beer on Tap
In addition to beer on tap, we also have cold brew coffee, iced tea, and kombucha.
Casual Dress
Commuter Benefits
Fuze offers a commuter benefit for all employees, which covers parking, MBTA, and bike share memberships.
Company Outings
Fuze has several outings including an annual holiday party, annual summer party, Boston Marathon party, along with other events throughout the year.
Game Room
Our cafe area is equipped with several board and card games, along with two ping pong tables.
Stocked Kitchen
Fuze has a fully stocked kitchen including numerous snacks, hummus, guacamole, yogurts, water, coffee, tea, LaCroix, and soda.
Some Meals Provided
Happy Hours
Every Thursday, we have a happy hour in the office which includes beer and wine.
Parking
Parking fees are typically covered under our commuter benefit policy.
Recreational Clubs
Fuze offers a variety of sports leagues including softball, ping pong, and more.
Fitness Subsidies
Fuze is able to offer fitness discounts to select area gyms.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Fuze will reimburse up to $2,000 per employee.
Diversity Program
Fuze is committed to creating a diverse and inclusive workplace through team-building exercises, the Fuze Women's Network, and more.
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