Support Technician

SUPPORT TECHNICIAN

Open Approach is Growing Again!

WHO WE ARE

We are a client-focused, values-driven company that provides comprehensive technical support for organizations of all sizes and types here in New England and beyond. We support a wide variety of technologies for our clients, and prioritize our clients’ needs and best interests over our own sales numbers.

 As such, we are not a sales-driven organization. Rather, we let sound and reasonable decision-making drive our bottom line. This translates into long-term relationships with our clients that are rewarding on many levels, not the least of which is a high degree of personal interaction that enhances the enjoyment of our work and our success.

Open Approach is committed to cultivating and preserving a culture of inclusion and connectedness. The collective sum of the individual differences, innovation, knowledge, self-expression, and talent that our employees invest in their work represents our culture.  We welcome the unique contributions that you can bring in terms of education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, color, religion, disability, sexual orientation, and beliefs.

THE IDEAL CANDIDATE

We are looking for an enthusiastic, empathetic, personable, self-driven individual undeterred by the challenges that come with working in a small but growing tech company. Day-to-day tasks can vary significantly; in the morning you could be creating user accounts, documenting standard practices, and working with users to set up a new computer; by the afternoon you could find yourself sifting through event logs and utilizing the command line in an attempt to find out why a client's network suddenly began dropping connections. If you're a people person and unafraid of fluctuating technical challenges, you will thrive!

A successful candidate for this position, above all, will closely reflect the values that we have built this company upon: honesty, integrity, and an ambition to continually improve every aspect of our work.

While we seek applicants that have studied computer science of one sort or another, we are primarily interested in a range of qualities and aptitudes that we know shape the right person for this position.

Specifically, these attributes of interest would include aspects such as:

• The ability to communicate effectively both verbally and in writing
• An empathetic disposition
• Deep technical aptitude and interest
• Basic level of organization
• Natural curiosity
• A "self-starting" level of motivation and initiative
• A sense of humor
• Patience
  
  

As you can see, we are not looking for just anyone. If you are the right person, yet don’t have all the tech foundation (some is definitely still needed), we're happy to train you, guide you, and help you succeed!

THE SPECIFICS OF THE JOB

Responsibilities:

• Collaborate with coworkers, vendors, and work directly with End Users via phone, email, and (occasionally) onsite visits to solve a wide variety of technical issues in Windows and Mac OS X environments
• Work with clients to upgrade, optimize and troubleshoot business applications
• Configure user accounts in Active Directory, Office 365 and various applications
• Build upon, and write new, internal and client-facing documentation
• Be willing to take ownership of an issue, seeing it through from beginning to end

Job Requirements:

• Must be flexible with on-duty hours, as some maintenance activities take place during evenings and/or weekends. There is an On-call rotation 
• Excellent written and verbal skills are absolutely imperative (previous customer service experience is a plus)
• Have a good base foundation of tech

Helpful Skills:

• Experience working in Windows and/or Mac OS X operating systems
• Basic understanding of how a client/server network functions
• Basic understanding of printers and print management

BENEFITS

We offer a number of benefits including:

• A generous monthly contribution toward company-provided health, dental, and/or vision care
• Company sponsored Life Insurance and STD/LTD, as well as Worker’s Comp
• 401k matching (4% starting day 1)
• 16 days of starting PTO (20 days on your 1-year anniversary), plus Holidays
• Fully paid Parental leave
• Smartphone replacement and plan coverage for On-Call employees
• Free snacks, coffee, and a weekly company lunch (for in-office teammates)
• A pet-friendly office

HOW NOT TO APPLY

Forget to write a good cover letter so that we have no way of knowing how articulate you really are

Include a lot of grammatical and structural errors in your letter and resume

Hide your personality so we can’t tell a thing about you, other than you are highly efficient in Microsoft Word

Thank you for your interest and best of luck in your search for meaningful work.

Learn more about us at www.openapproach.com