SENIOR SUPPORT TECHNICIAN

Open Approach is Growing Again!

WHO WE ARE
We are a client-focused, values-driven company that provides comprehensive technical support for organizations of all sizes and types here in New England and beyond. We support a wide variety of technologies for our clients, and prioritize our clients’ needs and best interests over our own sales numbers.

As such, we are not a sales-driven organization. Rather, we let sound and reasonable decision-making drive our bottom line. This translates into long-term relationships with our clients that are rewarding on many levels, not the least of which is a high degree of personal interaction that enhances the enjoyment of our work and our success.

Open Approach is committed to cultivating and preserving a culture of inclusion and connectedness. The collective sum of the individual differences, innovation, knowledge, self-expression, and talent that our employees invest in their work represents our culture. We welcome the unique contributions that you can bring in terms of education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, color, religion, disability, sexual orientation, and beliefs.

THE IDEAL CANDIDATE
We are looking for an enthusiastic, empathetic, personable, self-driven individual undeterred by the challenges that come with working in a small but growing tech company. Day-to-day tasks can vary significantly; in the morning you could be creating user accounts, documenting standard practices, and working with users to set up a new computer; by the afternoon you could find yourself sifting through event logs and utilizing the command line in an attempt to find out why a client’s network suddenly began dropping connections. If you’re a people person and unafraid of fluctuating technical challenges, you will thrive!

A successful candidate for this position, above all, will closely reflect the values that we have built this company upon; honesty, integrity, and an ambition to continually improve every aspect of our work.

While we seek applicants who have studied computer science of one sort or another, we are primarily interested in a range of qualities and aptitudes that we know shape the right person for this position.

Specifically, these attributes of interest would include aspects such as:

The ability to communicate effectively both verbally and in writing
An empathetic disposition
Deep technical aptitude and interest
Detail-oriented and highly organized
Natural curiosity
A “self-starting” level of motivation and initiative
A sense of humor
Patience

As you can see, we are not looking for just anyone. If you are the right person, yet don’t have all the tech foundation (some is definitely still needed), we’re happy to train you, guide you, and help you succeed!

THE SPECIFICS OF THE JOB

RESPONSIBILITIES:
Collaborate with coworkers and vendors, and work directly with End Users via phone, email, and (occasionally) onsite visits to solve a wide variety of technical issues in Windows and Mac OS X environments
Follow up on workstation and server monitoring checks, alerts, patch management, and backups, resolving or escalating as needed
Serve as an escalation point on the Help Desk in situations where more advanced troubleshooting is required
Create documentation to share your personal experience and knowledge with others. Internal and client-facing
Be willing to take ownership of an issue, seeing it through from beginning to end
Help improve quality, service efficiency, and service effectiveness on the help desk

JOB REQUIREMENTS:
Must be flexible with on-duty hours, as some maintenance activities take place during evenings and/or weekends. There is an On-call rotation
Excellent written and verbal skills are absolutely imperative (previous customer service experience is a plus)

NEEDED SKILLS:
Experience with advanced Operating System configuration and troubleshooting for both Windows and Mac OS
Advanced knowledge and understanding of Active Directory. Able to troubleshoot and configure: Users, Contacts, OU’s, Groups (security and distribution)
Understanding and advanced knowledge of GPO (Policy Creation, Assignment, Scoping, and Item-Level Targeting)
Ability to take on new technical challenges, researching and documenting to share with the rest of the team
Extensive knowledge and experience with email systems. Exchange (online and on-premise) is a must, other platforms such as GSuite are a big plus
Advanced understanding and ability to troubleshoot common networking functions, including but not limited to; DNS/DHCP, Printer Management, AD/Azure AD sync, SMTP Relays, Subnetting, VPN (SSL, IPSec, Site-to-Site)
Advanced understanding of different networking hardware. Able to troubleshoot, configure, and distinguish the difference between firewalls, switches, wireless APs, routers
Excellent written and verbal communication skills
Extensive troubleshooting experience and the ability to analyze complex situations and environments

For the position, if you are applying for it to be remote, we require at least 3 years of Tech Support and deep and wide experience, preferably with an MSP. Life in an MSP requires very deep and wide tech knowledge and can be overwhelming for those who do not have the foundation needed. We want this to be the right fit for you.

If you are local, we will accelerate the learning curve with you in the office.

BENEFITS
We offer a number of benefits including:
A generous monthly contribution toward company-provided health, dental, and/or vision care
Company sponsored Life Insurance and STD/LTD, as well as Worker’s Comp
401k matching (4% starting day 1)
16 days of starting PTO (20 days on your 1-year anniversary), plus Holidays
Fully paid Parental leave
Smartphone replacement and plan coverage for On-Call employees
Free snacks, coffee, and a weekly company lunch (for in-office teammates)
A pet-friendly office

HOW NOT TO APPLY
Forget to write a good cover letter so that we have no way of knowing how articulate you really are
Include a lot of grammatical and structural errors in your cover letter and resume
Hide your personality so we can’t tell a thing about you, other than you are highly efficient in Microsoft Word

Thanks for your interest! Best of luck to you in your search for meaningful work!

Learn more about us at www.openapproach.com