Location: Waltham,MA, USA
Technology Support Specialist
We are not your typical financial services firm. We've been recognized as a Best Place to Work 28 times-and counting-and Computerworld has ranked us highly nationwide for the past eight years as one of the best places to work in IT-and for good reason. We think and have fun like a start-up (bocce tournament, annual turkey fry, summer boat cruise, etc.) yet have the financial stability to offer you the best training and technology money can buy.
Discover what it's like to be psyched to come to work every day! We offer you:
* A generous bonus plan
* Stock options and use of vacation properties (Cape Cod, Lake Winnipesaukee, Sunday River, Key Biscayne, Las Vegas, and the Dominican Republic)
* A free on-site fitness center
* Ample opportunity to volunteer with and support local charities
* A VTO (volunteer time off) day to use toward a cause that's important to you
* Tuition reimbursement
* A competitive benefits package-and much more
About the Opportunity
Are you able to translate technical solutions into easy-to-understand terms for clients and colleagues alike? Do you thrive on being in problem-solving mode and staying engaged and abreast of technology news and solutions? We are looking to add a technology consultant to our team-someone who's able to quickly, but mindfully, create plans, solve ongoing issues, and gain customers' trust as their technology solutions expert. If you are willing to take some risks and thrive on working in a dynamic, fast-paced (and demanding) environment, let us hear from you.
As a technology consultant, your responsibilities would include:
* Providing technology advice, planning, research, and support to financial advisors (independent small-business owners) and their staff
* Developing relationships with the businesses you advise
* Recommending processes, procedures, and technological enhancements
* Staying up-to-date with all aspects of technology
* internal systems, developed software products, rules and regulations, and the pipeline
* Basic and advanced solutions, including troubleshooting, workarounds, and fixes
* Software and hardware news and upcoming releases; understanding how products can be used as solutions
* Managing our Service-Now queue to handle tickets and meet team SLAs
* Writing blog and message board posts to showcase technology, persuade audience to make better technology decisions, or highlight technology best practices
* Working closely with the support desk to permanently resolve technology issues
* Making presentations (consultations, areas of improvement, best practices, product demonstrations) to business owners
* Maintaining documentation, including office diagrams and customer configuration and notes; relaying information to the support desk so its members can provide better phone support
* Meeting with advisor offices to discuss ongoing IT needs and requirements, serving as the liaison between the advisors and our Technology department
The ideal candidate for this position should meet the following requirements:
* 5+ years of experience in an advanced technical support or consulting role
* A good operational understanding of technology in a small business setting
* Experience with enterprise-level technology (Active Directory, centrally managed security products, hosted e-mail, domain management, firewall deployment)
* Willingness to travel for up to a week at a time, 3-4 times per quarter, sometimes over weekends
Additional skills needed to succeed in this role:
* High-level customer service skills-able to anticipate and understand customer expectations and ensure that customer requirements are met and expectations appropriately managed
* Comfortable working in a fast-paced environment with constant changes
* Experience and ability to develop professional relationships with clients to ensure customer satisfaction
* Willingness and ability to be on call for escalations after regular business hours
* Able to multitask and meet deadlines
* Show strong initiative to seek out new projects, topics or solutions that provide value to our customers
* Ability to take on a diverse set of changing responsibilities or projects
* Strong organizational and analytical skills
* Demonstrated problem-solving skills and root cause analysis; ability to think outside the box
* Excellent written, phone, verbal, and presentation skills, with the ability to facilitate meetings
* Strong computer skills, including Microsoft Office suite and Visio; able to learn new applications
A couple plusses, too:
* The following certifications are not necessary upon hiring, but you may be required to complete one or more of the following within first year: ITIL, MCSA/MCSE/MCDST/Apple Certified, Network+/A+
* Consulting with small business owners; influencing and supporting their technology decisions
If you're a true team player with a positive attitude and a radar-like focus on customer issues-and your background matches our requirements for this position-we would like to hear from you.