Project Team Engineer

Vertical IT is comprised of a dynamic group of professionals dedicated to bringing Fortune 500 IT. solutions to small and mid-sized businesses in Boston. We understand the distinctive needs of this niche market and have based our business model around providing our clients with a superior quality IT solution that has been previously out of reach due to cost and personnel factors – a solution that is extremely versatile, scalable to company size, and can be customized to virtually any business sector.

We are looking to hire a Tier 3 Technical Support Representative. The Tier 3 Technical Support Representative will mainly be responsible for taking part in various client related projects. The Tier 3 Technical Support Representative will also be responsible for creating Statements of Work, onboarding new clients, and handling emergency escalations.

The Tier 3 Technical Support Representative responsibilities include:

Creation of SOWs (Statements of Work) 20%

Establish clear SOWs to ensure expectations and needs are clearly established.

Emergency Escalations 5%

Handle appropriate escalations
Week long rotational on-call every 5 weeks

On-Boarding Tasks 10%

Work on onboarding tasks in conjunction with the Business Technology Analysts. Work closely with both the Service Desk and the Business Technology Analysts to ensure that all of the clients’ needs are met. Ensure the Customer Care Technicians and Service Desk Engineers are made aware of any issues discovered while on site.

Project Related Work 65%

Work with the projects team on various client related projects. Ensure both deadlines and budgets are met in addition to ensuring client satisfaction Regularly bring innovative ideas to team meetings and client projects. Regular afterhours (evenings and weekends) deployment paid hourly on top of salary.

Qualifications:

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