IT Support Engineer I

Applause • Framingham, MA

8d • Hybrid

About The Position

Applause is raising the bar for digital quality and employee experience. Recognized as a Top Workplace, Applause provides award-winning software testing and UX research solutions to top brands. Our fully managed services leverage a global team and the world's largest independent testing community. We improve digital experiences for global innovators like Google, Microsoft, PayPal, Starbucks, Vodafone, and BMW. Reporting to the Service Desk Manager, the IT Support Engineer I will assist with day-to-day Service Desk operations including resolving support requests, imaging workstations, and provisioning and training new users. Additionally, they may be called to assist the IT Operations Team with other projects as time permits.

Requirements

• 2+ years of experience in an IT support role
• Technical knowledge of Windows 10 and 11 workstation operating systems
• Working knowledge of Mac OS
• A working understanding of computer networking
• Experience with MS Office products (Word, Excel, Outlook)
• Background in supporting a mixed environment of Windows and Mac end user devices
• Excellent communication and interpersonal skills, with the ability to articulate complex technical concepts to a non-technical audience
• Strong analytical and problem-solving abilities
• Ability to work independently and as part of a team

Nice To Haves

• VMware
• IPSec VPNs
• SSL VPN
• RADIUS
• 802.11x
• Active Directory
• Linux OS
• Mac OS X Server
• Google Apps
• Windows Server (2012,2016,2019)
• Cisco IOS
• Powershell
• JAMF Pro

Responsibilities

• Coordinate imaging and shipping of laptops to new hires
• Manage laptop inventory to ensure devices are on hand for upcoming needs
• Assist with troubleshooting efforts for computer hardware and software
• Help fulfill support requests from a wide variety of issues
• Desktop installation and support for Windows 11 and Mac OS corporate users
• Assist with on-boarding of new users, including account provisioning and training
• Work closely with the other IT team staff to effectively communicate issues and recommendations
• Participate in an on-call rotation to provide 24x7 emergency coverage

Benefits

• Flexible work environment
• Opportunities for career advancement
• Structured onboarding
• In-house knowledge sessions
• Access to thousands of virtual courses available on demand
• Supportive culture that emphasizes teamwork, innovation and transparency
• Competitive compensation strategy designed to support your physical and mental well-being, promote work-life balance, and fuel your professional growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed