Careers with ClearCom IT

Salary DOE
Job Location - Sturbridge, MA

Job Summary

As a member of the service delivery team, IT Support Specialists are responsible for being the first point of contact for clients in need of assistance with IT systems and services. IT Support Specialist are expected to work with end users to diagnose and resolve help desk tickets in a thorough and efficient manner.

The position is for a full-time service technician. Availability needs to be Monday through Friday, 8:30-5:30. You will work in an office team environment. After the probationary training period, you may be eligible for a hybrid work schedule.

Responsibilities would entail all technology, including workstations, servers, printers, networks, and vendor-specific hardware and software.

The position will be a combination of supporting customers remotely from the ClearCom IT office and onsite at the customers' location.

Responsibilities and Duties

• Provide excellent help desk support for issues involving Microsoft's applications and operating systems
• Architect solutions for customers that take the entire environment into consideration
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Analyze and identify trends in ticket reporting and device-preventative solutions
• Prioritize and manage multiple cases at one time * Onsite and remote support will be essential in providing support to our end users

Qualifications and Skills

• Strong implementation and troubleshooting skills with Workstations
• 2+ years of experience providing telephone, remote technical support, and on-site support troubleshooting hardware and software.
• Significant experience with the Microsoft family of software solutions, including Windows 7, 10, and Server OS' as well as the Office Suite line of applications
• Advanced understanding of operating systems, business applications, printing systems, and network systems
• Strong oral and written communication skills
• Ability to multi-task and adapt to changes quickly

Salary DOE
Job Location - Sturbridge, MA - Not a hybrid position

Job Summary

ClearCom IT Solutions, Inc. is actively seeking an IT Field Technician with a strong technical background to join our dynamic team.

As an IT Field Technician, you'll provide on-site technical support directly at client locations. Your primary responsibilities will include delivering and installing computers, network hardware, and peripherals and offering remote support when necessary.

Collaborating closely with IT Support Specialists and fellow IT professionals, you'll play a crucial role in delivering exceptional customer service on-site and remotely.

Responsibilities and Duties

• On-Site Technical Support: Provide hands-on technical assistance directly at client locations, ensuring prompt resolution of technical issues and delivering exceptional customer satisfaction.
• Delivery and Installation: Handle the delivery and installation of computers, network hardware, and peripherals at client locations, ensuring smooth integration into the existing infrastructure.
• Remote Support: Offer remote technical support to clients when necessary, utilizing your expertise to troubleshoot and resolve issues efficiently.
• Service Ticketing: Document and track all client interactions, issues, and solutions using our ticketing system. Maintain accurate and up-to-date documentation of on-site service activities.
• Basic Troubleshooting: Identify and resolve basic technical issues related to hardware, software, operating systems, and peripheral devices.
• Collaboration: Collaborate seamlessly with the team to ensure efficient problem resolution and client satisfaction.
• Hardware and Application Support: Assist clients in implementing, migrating, and supporting desktop and server applications, hardware, and peripherals, both remotely and on-site.
• System Maintenance: Perform routine maintenance tasks, including updates, patches, and system checks, to ensure optimal performance and security.
• Client Communication: Clearly communicate technical information to non-technical clients, providing exceptional customer service throughout the on-site support process.
• Documentation and Knowledge Base: Contribute to maintaining accurate and up-to-date documentation of IT processes, procedures, and troubleshooting steps to enhance future issue resolution efficiency.

Qualifications and Skills

• IT Field Service Expertise:
  • • Proficient in providing on-site technical support with a focus on hardware, software, and basic network-related solutions.
    • Basic knowledge of Microsoft Windows and macOS operating systems, common business software applications, and peripherals.
    • Understanding of of basic networking concepts such as TCP/IP, DNS, DHCP, and wireless technology.
• Experience: Minimum of two years of proven experience in providing on-site technical support or related roles.
• Excellent Communication Skills: Strong verbal and written communication skills to interact professionally with clients and colleagues.
• Problem-Solving Skills: Ability to think logically to troubleshoot technical issues and efficiently diagnose and resolve them.
• Motivation: Desire and willingness to learn, adapt, and contribute to the success of the company.
• Team Player: Ability to work collaboratively within a team environment.
• Strong Customer Service: A passion for delivering exceptional customer service, especially in on-site support scenarios.
• Strong Work Ethic: Ability to work diligently and succeed in a fast-paced field service environment.

Preferred, not Mandatory:

• Education: associate degree in information technology, Computer Science, or a related field.
• IT Certifications: CompTIA Network +, Security +, or Microsoft certifications are advantageous but not mandatory.

Salary DOE
Job Location - Sturbridge, MA

Job Summary

ClearCom IT Solutions, Inc. is seeking a dedicated and technically proficient Desktop Support Engineer to join our team.

As a Desktop Support Engineer, you will be responsible for providing advanced technical support to end-users, and resolving complex hardware, software, and network-related problems. You will work closely with IT Support Specialists and collaborate with our team of IT professionals to ensure timely and efficient incident resolution.

Your expertise, problem-solving abilities, and commitment to customer success will be vital in maintaining outstanding customer service.

You will work in an office team environment. After the probationary training period, you may be eligible for a hybrid work schedule.

Responsibilities and Duties

• Remote & On-Site Support: Promptly and professionally provide advanced technical support to clients, ensuring elite customer satisfaction. When necessary, travel to client locations to provide hands-on support.
• Service Ticketing: Record and track all client interactions, issues, and solutions using our ticketing system while maintaining accurate and up-to-date documentation.
• Advanced Troubleshooting: Identify, diagnose, and resolve advanced technical issues related to hardware, software, operating systems, servers, network connectivity, cloud infrastructure, and peripheral devices. Perform root cause analysis to ensure permanent resolution.
• Escalation and Collaboration: Collaborate, receive, and solve escalations from IT Support Specialists while ensuring seamless handoffs for efficient problem resolution.
• Hardware and Application: Assist clients in implementing, migrating, and supporting desktop and server applications, hardware, and peripherals.
• System Maintenance: Perform routine maintenance tasks, such as firmware updates, patches, vulnerability remediation, and system checks, to ensure optimal performance and security.
• Client Communication: Communicate technical information in a clear and understandable manner to non-technical clients, ensuring exceptional customer service throughout the support process.
• Documentation and Knowledge Base: Contribute to maintaining accurate and up-to-date documentation of IT processes, procedures, and troubleshooting steps. Help in building a knowledge base to improve future issue resolution efficiency.

Requirements

• IT Expertise:
  • In-depth knowledge of Microsoft Windows and macOS operating systems, common business software applications, and peripherals.
  • Clear understanding of networking concepts, TCP/IP, DNS, DHCP, and VPN technologies. Familiarity with routers, switches, firewalls, and wireless technology.
  • Clear understanding of cloud infrastructure, Azure AD, Microsoft 365, shared mailboxes, MFA, conditional access policies, etc.
• Experience: Minimum of two years of proven experience in providing technical support in a service desk environment or related role.
• Excellent Communication Skills: Strong verbal and written communication skills to interact professionally with clients and colleagues.
• Problem-Solving Skills: Ability to think logically to troubleshoot technical issues. Ability to diagnose and resolve technical issues efficiently.
• Motivation: Desire and willingness to learn, adapt, and contribute to the company's success.
• Team Player: Ability to work well within a team environment and collaborate effectively.
• Strong Customer Service: A passion for delivering exceptional customer service and support.
• Strong Work Ethic: Ability to work hard and succeed in a fast-paced environment.

Preferred, not Mandatory:

1. Education: Associate degree in information technology, Computer Science, or a related field.
2. IT Certifications: CompTIA Network +, Security +, Microsoft certifications, Cisco CCNA, ITIL Foundation, or equivalent are advantageous but not mandatory.

Salary Tiered Levels DOE, degree, and certifications
Job Location - Sturbridge, MA

Job Summary
We are looking for an experienced Network Engineer.

This position will be part of the service delivery team. In this role, the network engineer functions as a lead technical resource.

This role requires a high degree of technical skill and the ability to communicate well within the team and outside the organization.

Network Engineers are comfortable managing large and small projects and enterprise environments with 250+ users. Strong documentation skills, advanced network configuration skills, VLAN configuration skills, and virtualization experience are a must.

Responsibilities and Duties

• Advanced Network Architecture and design, including project planning and delivery
• Ensures all client networks comply with ClearCom IT best practices
• Serve as an escalation and primary contact for issues reported to or by service delivery personnel for all server and network platforms
• Collaborates with a dedicated service delivery team to deliver outstanding customer service
• Creates and maintains comprehensive documentation as it relates to server and network topology, asset inventory, and configuration(s)
• Creates, requests, and presents technical specifications and requirements for purchasing new servers, networking equipment, infrastructure, and workstations via quote procedure
• Applies revisions to network firmware and software
  Works with vendors to assist in support activities
• Ensures proper security and disaster recovery measures are in place and perform regular checks
• Ensures patches and upgrades are applied on a regular basis and upgrade administrative tools and utilities
• Participates in after-hours upgrades, troubleshooting, and on-call availability as needed
• Performs regular file archival and purge as necessary per client retention polices
• Will serve as the primary point of contact for several clients

Qualifications and Skills

• Bachelor’s degree in Computer Science, Information Systems Management, or equivalent certifications such as MCSA, VCP6-DCV, CCNA, CCNE
• 5+ years of prior IT experience required
• QOS, VLAN configurations and tagging, advanced routing, enterprise topology and network design, BGP DHCP, STP, firewall configuration, NAT policies, security policies, SANs hyperconvergeance, SSH, DNS, WAN/LAN
• Experience/Certifications in VLANs and Switching (Cisco, HP) preferred
• Hands on experience with wired and wireless networking, virus protection, backup systems, Windows Server topologies
• Proficiency with server virtualization, both VMWare and Hyper-V.
• Experience with VOIP system configurations and migrations.
• Demonstrated ability to manage multiple priorities and follow through on projects to completion
• Advanced network configuration, monitoring, and troubleshooting experience required
• Ability to work independently, prioritize existing projects, and proactively determine areas requiring additional attention, monitoring, or maintenance
• Strong documentation, interpersonal, and communication skills
• Experience with infrastructure design and layouts is a must.

Looking to start a career in IT? Apply for an internship position at ClearCom IT.

Get on-the-job experience as you go to school, and you'll be steps ahead of your competition!

Job Location - Sturbridge, MA