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# Technical Support Specialist

- **Company:** Insight Global
- **Location:** Boston, MA, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Android Software Development, Apple IOS, Apple Mac Systems, JIRA, Issue Tracking Systems, Networking Hardware, Microsoft Office, Wireless Access Point, Network Routers, Autodesk Autocad, User Administration
- **Published:** October 26, 2026
- **Apply:** https://www.bostonjobsite.com/job.asp?id=3472073118&tx=IT9588THD&pt=1&aff=0B19D771-A501-4A5E-8338-2A822B784D54&utm_source=Job%20Feed&utm_medium=textkernel&utm_campaign=DE&utm_term=0B19D771-A501-4A5E-8338-2A822B784D54

## About the Role

3-5 years' experience providing Tier 1/Tier 2 IT support in a corporate environment. Strong experience with Windows operating systems (Windows 10, Windows 11, MSFT Office 365). Knowledge of, and experience with common network devices: routers, switches, and access points. Basic knowledge of Microsoft Active Directory user administration (i.e. reset passwords, disable accounts, add users to groups). Experience working with a ticketing system like Jira, Zen Desk, etc. Experience troubleshooting MAC devices. Proven capability of troubleshooting / problem solving in a technical environment. Strong Video Conference and Presentation Support Skills - AV support, setting up conference rooms, troubleshooting signal flow issues, camera connections, etc. Excellent soft skills/interpersonal skills, excellent communication skills. Self-motivated, highly organized, strong time management skills, Experience with Autodesk. Past experience working in a heavy customer service environment.
Industry certifications (examples include: A+, Network+, Security+, CCENT). Experience working with Jira ticketing system. Knowledge or passion for architecture and design.

## Description

We are hiring for a Technical Support Specialist in Boston, MA. This role will require 5 days onsite/week, as such, we are only considering local candidates at this time. You will provide exceptional customer service to our client's Boston based office - managing an array of technical issues, both hardware and software related. In addition to a strong technical aptitude, a strong understanding of professional acumen and soft skills will be pivotal for success in the role. Your day to day duties will include: * Provide exceptional IT support to internal and external customers, across geographic locations. * Ensure service levels for customers are met, identify opportunities for improvements and implement after review and planning. * Test, configure, install, and manage and repair of all IT related equipment (Hardware and Software). * Use Jira Service Management system to create and update incident records. * Respond to all calls and requests within the agreed service level
agreements (SLA), and wherever possible exceed agreed SLA's. * Provide user training on client specific applications and services through direct one on one engagements and office workshops. * Ensure internal customers are kept up to date regarding the status of any outstanding issues they have opened with the IT service desk. * Escalate problems to the relevant expert group, as per service level agreements. * Communicate status of problems to customers, as per service level agreements. * Follow high severity notification procedures for all severity 1 and 2 problems. * Perform preventative maintenance to ensure all equipment is maintained to a high standard. * Set up video meetings for customers (Teams / Zoom) and assist with in-person meeting set ups. * Willing and able to support multiple end-user platforms: Windows 10, Windows 11, macOS, iOS, Android, Microsoft Office 365