EUX Associate L1 Engineer (IT Support)

Location: Hybrid, Charlestown, Massachusetts office

Salary: $21.00–$25.00 per hour

Company

hirify.global provides managed services, cybersecurity, cloud, and digital technology services to mid-market and enterprise organizations.

What you will do

• Provide first-level technical support through phone calls and web-based service desk tickets.
• Investigate, troubleshoot, resolve, or escalate customer incidents according to service-level agreements.
• Communicate ticket status and resolutions clearly and maintain accurate incident records.
• Create and update help desk documentation and knowledge-base articles.
• Configure and image desktops and laptops, and support hardware, printers, mobile devices, networks, VPNs, and security tools.
• Work with vendors and continuously improve technical and customer-service skills.

Requirements

• 3–5 years of service desk experience and experience providing technical assistance by phone.
• Ability to manage multiple tickets and priorities in a fast-paced environment.
• Ability to investigate, analyze, troubleshoot, and independently decide on issue resolution.
• Experience with Windows, Microsoft Office, Microsoft 365, Exchange, POP, and Azure administration portals.
• Knowledge of LAN, WAN, wireless networking, VPN clients, endpoint hardware, printers, mobile devices, and basic security practices.
• Regular, predictable, and punctual attendance; occasional holiday or weekend work may be required.

Nice to have

• Managed service provider service desk experience.

Culture & Benefits

• Hybrid work arrangement based at the Charlestown office.
• Work in a fast-paced managed-services environment supporting multiple clients.
• Opportunities to develop technical and customer-service skills through continual learning.
• Employment consideration is provided without discrimination, with reasonable accommodations available for qualified employees with disabilities.