Help Desk / Internal Support

By admin | August 22nd, 2014

Internal Support / Help Desk Engineer for TSI

Technical Support International (TSI), based in Foxboro, MA, is a provider of outsourced IT services for small and medium sized businesses in the greater Boston area. TSI was founded in 1989 and has an offering of remote support, field support, managed services and project services for their clients. Please visit for more information.

Position Summary
We are currently seeking a Help Desk / Internal Support Engineer to work within our engineering team and service our client base. Internal Support Engineers have a responsibility for remote support, including heavy interaction with end-users in diverse computing environments. Internal Support Engineers are challenged on a daily basis working in an energetic, fast moving collaborative, demanding & results-oriented work environment.

Duties & Responsibilities

Workstation (Experience with Windows XP/Vista/7/8)

  • Setup of new PCs
  • Migration of user settings
  • Configuration of common mail clients such as Microsoft Outlook
  • Understanding of remote access methods (IPSec VPN, SSL VPN, Terminal Services)


Server (Experience with Windows Server 2003/2008/2012/Small Business Server)

  • Installation, configuring and troubleshooting
  • Active Directory administration
  • Group Policy configuration
  • File / Print services
  • Full understanding of share and file permissions
  • Backup and restore experience


Enterprise Messaging (Exchange 2003/2007/2010/2013)

  • Understanding of client connectivity
  • Experience administering user accounts / mailboxes
  • Ability to configure distribution groups, adjust mailbox permissions and forward mail to alternative addresses
  • Knowledge of ActiveSync



  • Familiarity with VMWare and HyperV technologies
  • Experiencing administering virtual infrastructure



  • Knowledge of TCP/IP
  • Experience with network level equipment, such as business class routers, firewalls and switches
  • Understanding of core network services such as DNS, DHCP, Active Directory and how they relate to each other.
  • Understanding of remote access technologies such as VPN and Terminal Services


Customer Service

–          Ability to translate technical jargon into layman’s terms for clients

–          Set realistic expectations with clients

–          Strong communication skills

–          Willingness to take ownership of technical issues and see them through to resolution

–          Shows a high level of urgency when working with clients.


Other Considerations

–          Professional presentation and attitude

–          Interest in joining a small, growing company

–          Interest in working with enthusiastic, energetic and dedicated team

–          Strong interpersonal skills

–          Excellent verbal and communication skills

–          Comfortable working independently

–          Can deal effectively with stressful situations

–          Must be a team player


Education & Experience

–          Associate Degree or Technical Degree

–          One or two years’ experience preferred

–          Microsoft Certified Professional is a plus



–          Medical and dental insurance

–          401k plan with company matching

–           Long and short term disability + life insurance

–          Paid holidays

–          Paid vacation

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