Reactive Operations Center Technician (Tier 1)

Position Summary

As our Reactive Operations Technician, you serve as the frontline of our Support Center, providing high-quality, efficient Tier 1 technical support to our clients. Working primarily out of our Foxboro, MA office with some remote work potential after training and demonstrated competency, you are responsible for identifying, troubleshooting, and resolving foundational end-user service requests. This is an office-based role designed for an eager, entry-level IT professional ready to grow within a dynamic Managed Service Provider (MSP) environment.

• Location: Foxboro, MA (Hybrid capability with remote work potential after initial training and competency demonstration).
• Scheduled Weekly Hours: 40 (Full-Time) 8AM - 5PM Monday - Friday (1 Hour Lunch/Break)
• Pay Range: Competitive entry-level compensation commensurate with experience.

Responsibilities

• Provide first-line (Tier 1) technical support to end-users via phone, email, chat and ticketing systems.
• Diagnose, troubleshoot, and resolve hardware, software, network, and peripheral issues efficiently.
• Properly document all troubleshooting steps, communication, and resolution details within the ticketing system.
• Set up, configure, and deploy new user workstations, software packages, and mobile devices.
• Maintain inventory records of IT hardware, assets, and peripherals.
• Contribute to internal knowledge base documentation, standard operating procedures, and customer-facing FAQ resources.
• Participate in rotating on-call support schedules as required by operations.

Reporting Relationship

• Reports to: Reactive Operations Center Lead
• Direct Reports: None

Attributes

• Customer-Centric: Empathetic, patient, and dedicated to delivering a frictionless support experience for every user.
• Attention to Detail: Meticulous in documenting tickets, recording asset data, and following standard operating procedures.
• Resourceful Problem Solver: Eager to investigate root causes, research solutions independently, and apply logical troubleshooting techniques.
• Accountable and Ethical: Reliable teammate who takes ownership of assigned tasks and communicates transparently.

Skills, Qualifications, and Experience

Mandatory

• Strong foundational knowledge of customer service practices and end-user support procedures.
• Excellent interpersonal, verbal, and written communication skills, with the ability to translate technical concepts for non-technical users.
• Strong organizational skills and the ability to manage and prioritize a high volume of active service tickets.
• Developed analytical troubleshooting and diagnostic skills for desktop environments.
• Proven ability to collaborate effectively within a team toward shared service level agreements (SLAs).

Desirable

• Familiarity with Managed Service Provider (MSP) ticketing workflows and remote monitoring tools (RMM).
• Basic understanding of ITIL frameworks and structured incident management.

Qualifications

Mandatory

• CompTIA A+ certification (or a similar foundational industry certification).
• High school diploma or equivalent.
• Prior IT experience gained through entry-level IT support positions, help desk roles, or structured technical internships.

Desirable

• Additional certifications such as CompTIA Network+, Security+, or Microsoft 365 Certified Fundamentals.
• 1+ years of experience working within a Managed Service Provider (MSP) environment.
• Hands-on experience supporting Microsoft Windows Desktop OS, Microsoft 365 administration, and common business productivity tools.

Job Type: Full-time

Pay: $20.00 - $30.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off

Education:

• High school or equivalent (Required)

Language:

• English (Required)

Shift availability:

• Day Shift (Required)

Work Location: In person