Strategy Analytics 招聘

1st Line IT support technician - US

USA: Newton, MA

The department

You will work as part of a small team and have a varied role which is made up Customer Support (20%) and investigating / logging technical issues (80%). The IT Operations team is responsible for supporting and maintaining the company’s IT systems and for providing efficient desktop support to all business users. The department is responsible for resolving any IT-related faults quickly and efficiently, including a broad range of queries from how to set up an email account to system diagnostics, plus enhancing and developing the IT services within the business.

The position

You will be the first point of contact for our customers via email and phone. You will provide effective IT assistance across all aspects of the business and be eyes on the ground for the ITO Network and Systems Administrator. You will provide a high level of customer service and support to all internal and external customers. You will be required to provide general maintenance of all IT-related hardware/software. The position provides exposure to a broad range of IT projects and activities and offers scope for growth for those interested. You will be given personal development time for training and exam preparation.

Responsible to

This role reports administratively to the VP ITCS, but day to day tasks are co-ordinated by UK Network/Systems Administrator.

Duties/areas of responsibility

The position will involve the following areas of responsibility

  • Be the first point of contact for all customer queries
    • Assist external and internal customers in SA website related requests
    • Administer customer subscriptions, bulk mailshots, HTML templates
    • Create, execute and update SQL database reports
    • Supporting publishing of content to our website and CMS
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
    • Setting up and configuring new laptops and desktops
    • Setting up and configuring Cisco desktop IP phones (currently 7942)
    • Installing authorised software to laptops and desktops
    • Completing internal user moves including phones Logging and updating any and all support queries in Gemini ticketing system
  • Escalating IT issues to the Network and Systems Admin where necessary
  • Providing desktop and basic server support
    • Patching of network and phones
  • Administrate purchasing policies for US centric users
    • Maintaining asset register
    • Handle purchase of IT hardware/software
    • Ensuring licensing for all software purchased is recorded and maintained


  • Preparing documents, meeting materials and correspondence
  • Assisting the VP – ITCS & Network Administrator with US centric IT related tasks.


  • High school diploma or professional IT qualification (Microsoft, Cisco)
  • Some work experience in similar role
  • Demonstrate customer focused business activity
  • Strong professional communication skills across our organisation and with external customers.
  • A high attention to detail
  • Ability to create and follow procedures
  • Good timekeeping
  • Accurate and clear record keeping
  • Experience in supporting Windows 7/10
  • Experience in supporting MS Office Apps


  • Basic SQL query skills
  • Experience of Cisco Networks
  • WebEx, Cisco Call Manager, Jabber
  • Comptia A+ and/or Network+
  • Newly qualified or part qualified Cisco CCNA (data or voice preferred)

Send your CV and a covering letter to

If you’d like to discuss the role, please contact Tomasz Bojarski +1 617 614 0700 ext 625