Job Description
Job DescriptionDescription:
Technical Support International (TSI), based in Foxboro, MA, is a provider of outsourced IT and cybersecurity services for small and medium-sized businesses throughout New England. TSI delivers remote support, field support, managed services, security services (MSP/MSSP), and project management to our clients.
Position Summary
The Project Specialist is primarily responsible for implementing IT projects for TSI’s clients. Working closely with TSI Project Managers, this role focuses on executing project plans, deploying solutions, and ensuring technical deliverables are completed on time and to client expectations. Project work includes deployments, upgrades, migrations, security initiatives, and other client-focused implementations.
In addition to project responsibilities, this role provides occasional field support during client emergencies or periods when project demand is lower.
The role requires light, localized travel to client sites, with flexibility in scheduling.
Essential Functions / Primary Responsibilities
Project Implementation
• Execute IT projects as developed and scoped by TSI Project Managers.
• Implement technical solutions such as system upgrades, network deployments, cloud migrations, and security initiatives.
• Collaborate with Project Managers to understand project requirements, deliverables, and client expectations.
• Provide timely updates to Project Managers on progress, risks, and technical challenges.
• Ensure project documentation is completed accurately and maintained in ConnectWise PSA.
Field Support (As Needed)
• Provide onsite technical assistance during client emergencies or when not engaged in project work.
• Respond to urgent customer requests in a timely and professional manner.
• Install, configure, and repair computer systems, networks, and peripherals when required.
• Troubleshoot and resolve issues with LAN/WAN environments.
• Perform malware removal, endpoint security hardening, and patch management as necessary.
• Assist other field engineers at client sites as needed.
General Responsibilities
• Use TSI’s specialized tools (including ConnectWise Automate, PSA) to diagnose, resolve, and document technical issues.
• Maintain up-to-date technical knowledge and meet training goals set by management.
• Take ownership of technical issues through resolution; escalate to senior resources when necessary.
Project Collaboration
• Partner with TSI Project Managers to implement projects according to defined scope, timeline, and deliverables.
• Provide technical input on resource requirements, risks, and dependencies during project execution.
• Maintain strong communication with internal teams and clients throughout the project lifecycle.
Essential Competencies
• Excellent communication skills in customer-facing environments.
• Professionalism and a proven track record of client satisfaction.
• Integrity, reliability, and strong work ethic.
• Ability to remain calm under pressure and manage stressful situations effectively.
• Confidence in problem resolution and troubleshooting.
• Strong collaborator with the ability to work both independently and within a team.
Technical Requirements
• CCNA or CCNP certifications preferred (or equivalent experience).
• Knowledge of current networking technologies.
• Strong experience with Windows 10/11 and Windows Server 2016/2019/2022/2025.
• Knowledge of Microsoft Office and Microsoft 365 administration.
• Proficiency with TCP/IP, DNS, DHCP, and Active Directory.
• Understanding of LAN/WAN, firewalls, routers, and VPN/remote access solutions.
• Experience with IT security practices strongly preferred.
• Experience installing and configuring Windows Servers a plus.
• Microsoft Intune experience a plus.
• macOS and Linux experience a plus.
• Cloud certifications (Microsoft 365, Azure, AWS) a plus.
Education & Experience
• Bachelor’s degree strongly preferred; or equivalent education plus experience.
• Minimum 4–6 years’ experience in IT support services.
• Direct client-facing IT support experience required.
• Microsoft certifications (current Microsoft 365 or Azure) a plus.
Benefits
• Company medical & dental insurance.
• 401(k) plan with company match.
• Company-paid short-term disability plan.
• Life insurance.
• Paid holidays and paid time off.
• Discretionary quarterly bonus opportunities.
Other Responsibilities and Requirements
• Assist with additional duties as requested.
• Adhere to all company policies and standards of conduct, including safety and workplace harassment policies.
• Participate in on-call rotation for after-hours support.
• Must have a valid driver’s license and use of a personal vehicle for work (mileage reimbursement provided).
Physical Demands of the Job
• Ability to lift and maneuver equipment up to 50 lbs. unassisted.
• Ability to bend, stand, and sit for extended periods as needed to perform technical work.
Competitive pay and benefits; salary commensurate with experience and skills.
TSI is proud to be an Equal Opportunity Employer.
Local applicants only; no relocation.
TSI’s main office is located in Foxboro, MA. This position requires travel to client sites primarily in the 95/495 corridor of Massachusetts.
Requirements: