IT Specialist

We are seeking a Mid-Tier IT Specialist to join our service delivery team. This is a remote position, but candidates must be based in the Houston, TX area to support clients onsite as needed.

In this role, you will act as a key technical resource, delivering both remote and on-site support across a variety of client environments. You'll handle escalated support issues, perform system administration tasks, and contribute to ongoing client success through proactive problem-solving and strong customer engagement.

Key Responsibilities

• Provide high-quality end-user support across Windows and macOS environments
• Troubleshoot and resolve technical issues via phone, email, and remote tools; escalate when appropriate
• Perform onsite support at client locations in the Houston area when remote resolution is not feasible
• Administer and support:

• Windows Server (2012-2022)
• Active Directory (users, groups, GPOs)
• Microsoft 365 and Exchange

• Diagnose and resolve networking issues (basic firewall, ports, protocols)
• Document all work thoroughly in the ticketing system and contribute to knowledge base improvements
• Communicate effectively with clients and internal teams regarding issues, trends, and improvements
• Assist with implementations, onboarding, and technical projects
• Support pre-sales efforts as needed, including scoping and solution input, Why Join Back Bay Networks?
• Remote-first work environment with local client engagement
• Opportunity to work across diverse technologies and industries
• Supportive, team-oriented culture
• Growth opportunities in a rapidly expanding MSP
• Focus on process improvement, automation, and service excellence

Do you have experience in macOS?, * 3-5 years of hands-on IT support experience (MSP experience strongly preferred)

• Strong experience with:

• Windows Server and Active Directory
• Microsoft 365 administration
• Windows and macOS support in business environments

• Solid troubleshooting skills across systems, applications, and basic networking
• Experience with backup and recovery solutions
• Excellent communication and customer service skills
• Ability to manage multiple priorities in a fast-paced environment
• Must be located in the Houston, TX area and able to travel locally for onsite support
• Must pass a background check

Preferred (Nice to Have)

• Experience working in an MSP environment
• Familiarity with RMM and PSA tools
• Certifications such as:

• CompTIA Network+, Security+, or similar
• Microsoft or Azure certifications
• ITIL Foundation

• Exposure to AWS or Azure environments

Back Bay Networks is a dynamic and growing Managed Services Provider (MSP) focused on delivering exceptional IT support and solutions to a diverse client base. We take a proactive, service-driven approach and pride ourselves on strong technical expertise, responsiveness, and long-term client relationships. Our team values collaboration, accountability, and continuous improvement, and we're looking for professionals who want to grow with us.