IT Support Technician - Boston

The Team

We're a diverse bunch, but above all we're friendly and have a passion for technology and exceeding our clients' expectations! We actively support innovative ideas and encourage our colleagues to be involved in and contribute to our business.

 

The Role

As an IT Support Technician you will be hugely involved with our publishers’ day-to-day operations, so possessing excellent communication skills (both written and verbally) and efficient time management is a necessity.

 

As a priority you will be naturally customer focused and a confident communicator, both written and verbally. You must be self-motivated and have an enthusiastic, proactive approach to your role.

 

Working hours will be on a rotational shift basis covering the hours of 9am until 10.30pm Monday to Friday and eventually weekends and bank holidays.
 

As a company we also must react to emergency situations twenty four hours a day and the successful candidate will possess the commitment to do this as part of a team.

 

Responsibilities:

  • Email and phone communications with client and end user subscribers
  • Daily checks on publications for clients
  • Server  and database check
  • Processing PDFs and adding rich media to digital editions 
  • Managing the support ticket system and replying back with in our SLA’s 
  • Being involved in training sessions with clients – training them on the systems
  • Liaising with the development teams to fix errors
  • Helping to assign support projects
  • Completing documentation for practices and products
  • Processing data through the PageSuite system and checking reliability
  • Providing sales support through processing client demos and adding interactivity to published editions
  • Developing landing pages or custom subscription pages
  • Setting up API’s 
  • Other development projects  

Technical Knowledge

  • Knowledge of C# and ASP.NET, HTML or CSS
  • Javascript / LINQ
  • Relational databases

Qualifications and experience

This position will suit a candidate with varied experience, who is confident, loves interacting with users and wants to learn and progress within a company.

A minimum of 1 year work experience in any customer service role or 1st/2nd line support role would be required.

Experience of working in a software house would be an advantage.

 

Key attributes

Be innovative: Everyone can get involved in helping drive our projects forward. Everyone is empowered to make things happen so we need people that speak up, challenge the ordinary and see the big picture.

Be passionate: Our team has enthusiasm, zeal, drive and motivation. You will need to demonstrate that you care and are passionate about what you do.

Have fun: We believe that in order to deliver your best you need to have fun at work.There is pressure to get things done and deadlines to meet, but we want everyone to have fun doing it.

 

Salary and benefits

  • Competitive Salary
  • Quick career progression
  • 10 days holiday + Federal Holidays
  • Company paid healthcare insurance plan