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    IT Support Engineer - Boston, United States - Merge IT LLC

    Merge IT LLC
    Merge IT LLC Boston, United States

    3 weeks ago

    Default job background
    Description
    Our enterprise-level client is seeking to add an IT Support Engineer to work onsite in Boston, MA.

    Please see below for full details:

    Job Notes:

    -6+ month contact / extensions and perm conversion possible with good performance.

    • ASAP start date
    • Onsite in Boston, MA
    • Drug & Background required.
    • Pay rate = $35 39 w2 per hour depending on experience.

    Job Details:


    • SRM Support - provide customer support for the Service Request Module.
    o Troubleshoot reported client issues with developers
    o Create Statement of Work (SOW) for new SRM services working with business client
    o Schedule and prioritize SRM development workload with the available resources based on the client's priorities
    o Manage modifications to existing SRM services with follow-up testing and approvals of business clients
    o Help Desk support (all levels of support) for application
    o Administrator of SRM application
    o Generate a weekly report to Client managers of SRM Development Priorities


    • Connected MX - provide customer support for this client application
    o Administrator of this backup software application
    o Create new client accounts and
    o Monitor the use of this licensed application - removing client accounts where appropriate. Contact business clients to update their backups, when needed
    o Training of new Client staff on installation and support of application
    o Vendor liaison for version upgrades and troubleshooting
    o Help Desk support (all levels of support) for application
    o Weekly review of existing accounts to identify clients requiring a more recent backup
    o Monthly status update to reporting repository


    • Hardware disposal - administer the disposal of refreshed hardware for locations worldwide
    o Coordinate vendor's visit to site
    o Coordinate access to all locations with building managers and security
    o Schedule the site visit in the vendor's proprietary system
    o Prepare the inventory list for the vendor
    o Forward the completed hardware disposal inventory list to the Remedy team to update their hardware asset database
    o Provide monthly status report to contacts on hardware disposals


    • Change Management - attend weekly and daily CRQ meetings as required
    o Report to Client on weekly Wednesday CRQ meeting and the scheduled production system changes that may affect clients
    o Train new Client resources on the Change Management system and requirements for submission of Change Requests (CRQs)
    o Maintain CRQ documentation based on requirements


    • Business Interruption - manage the scheduled power outages at all locations
    o Manage the power down and power up process at all locations worldwide
    o Coordinate IT resources to assist in the power down and power up
    o Create CRQ for this power event
    o Maintain and generate the Task List for all IT departments affected by the event. This is the list of IT equipment currently at the location and the correct sequencing of the power down and power up procedures for each piece of equipment
    o Serve as Meeting organizer in Teams for all interested IT parties for both the power down and power up processes


    • Reporting
    o Monthly hardware disposal report to contacts
    o Weekly CRQ summary to Client team
    o Weekly SRM Development Priorities report to Client management
    o Weekly Changepoint update for SRM development resources - updating their timecard on their behalf due to remote connectivity issues for these team members
    o Monthly DIVA updates for Connected MX


    • McAfee Drive Encryption
    o Maintain Client user list - remove and add client accounts as required
    o Assist in decrypting hardware when required
    o Train Client resources on using the tool to encrypting and decrypting hardware


    Why Choose Merge IT?

    We have a team of talented and ambitious professionals that drive growth by identifying and delivering top quality IT talent for our Fortune 100, enterprise-level clients (aka 'Big Name' - think big banks, big pharma, etc.).


    We would love to connect with you Follow us on social media and be the first to know about open positions, career advice, and insider tips and tricks.

    Find us by searching @MergeITLLC on Instagram, Facebook, or Twitter or paste this link into your browser:


    Merge IT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

    In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

    Nothing in this job posting guarantees employment.
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