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Field Service Technical Support Engineer - Level 2 - Full-time Job in Massachusetts

2 Openings

Must be local to the Boston area.

NO C2C - Must be able to work without sponsorship

Key Responsibilities:

*Ensure that ticket queues are managed effectively and provide technical support to clients.

*Drive service improvements and provide best practice incident management of issues impacting our customer base through to resolution, including escalation within the business & communication to clients.

*Contributes towards the driving of processes and procedures.

*To analyze the existing hardware, software, and network capabilities and consult with management and other relevant departments.

*Supports external and internal clients by investigating complex issues, configuration, compliance, and functionality issues that have been escalated from external and internal clients

*Documents research, client communication, and issue resolution in technical support tools

*Support operations troubleshooting PC, peripheral, and network issues.

*Ability to coordinate multiple tasks, status actions items, respond to changing priorities, and react to short deadlines.

*Creating and maintaining user self-help documentation, technical documentation and procedural documentation.

*Excellent customer service, written and oral skills.

*Self-motivated and goal driven, with the ability to multitask and to effectively prioritize and execute tasks in a fast-paced environment.

*Responsible for assuring users are provided efficient and timely first and second level support on a 24x7 basis.

Knowledge:

*Good knowledge of, and adherence to, company internal systems and processes

*Knowledge of Windows Desktop applications; various operating systems such as

*Windows 7 and 8; Windows 10 and 11 as well as Server 2008 R2 and Server 2012R2 are a plus.

*Knowledge of software applications and basic hardware for the PC.

*Knowledge and demonstrated expertise with the management and support of Microsoft Active Directory, Azure and InTune MDM.

*Knowledge of Anti-Virus applications.

*Knowledge and demonstrated expertise with the management and support of Microsoft Office, Office 365, VPN tools and common productivity applications.

*Knowledge of wireless networking components and terminology; Familiarity with

*Hands-on experience in ticket management using ITSM tools.

*Knowledge of remote desktop support systems like ConnectWise, TeamViewer, Bomgar, quick assist etc.

Must haves:

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• 2+ years of Care Management experience (field experience is a must)
  
• Caseloads of 50,60,70 members - bonus if it is geriatric
  
• Long Term Care Medicaid experience
  
• Medicaid / Medicare experience
  
• Need to see experience being able to manage high case load
  
• Fast paced environment regarding new processes and programs
  
• They must be comfortable being able to connect with IT should their equipment fail in the field, etc. or be able to go into an office location or IT space.
  
• All documentation must be within system within 24 hours of completion
  
• Experience with electronic medical health records
  
• Home Health Experience
  

Education:

Required: Requires a Bachelor's degree and 2 - 4 years of related experience. (Bachelors Degree should be within the realm of Healthcare) - Psychology, Sociology, etc.

Field experience would need to be long-term to have the team consider someone who does not have a degree within the space they are looking for.

Nice to haves:

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2. Discharge Planning
   
3. Working with TruCare which is the software the team uses
   

Disqualifiers:

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• Not having field experience
  
• Not having previous experience with high caseload
  

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• Match client invoices to timecards and review client invoicing for accuracy
  
• Submit Invoices to debtors
  
• Research and advise customers of discrepancies to determine what course of action customers want Advance to take
  
• Work with CSRs and Team Leads to resolve invoicing issues
  
• Other duties as assigned
  

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• Invoices are correct Invoices are mailed in a timely manner
  
• Error rate stays within acceptable standards
  
• Timely follow up on exceptions and timely notification of management
  
• All duties are implemented in a manner to support company policies and procedures and enhance teamwork
  
• Timely and accurate completion of tasks is maintained in organized effective and positive manner
  
• Work environment/dynamics typical work will be conducted indoors
  
• Occasional travel to complete required training may be required
  
• Workdays and hours will be dictated by current needs
  
• Advance will provide all necessary work tools to perform job
  

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• High School diploma or equivalent
  
• Previous invoicing/billing experience preferred
  
• Understanding of basic accounting principles including payroll payroll taxes A/P A/R and cash posting a plus
  
• Must be detail oriented customer focused proactive and able to work under pressure
  
• Excellent organizational and time management skills
  
• Excellent oral and written communication and interpersonal skills
  
• Ability to use multiple types of software including MS Office and proficiency in basic office equipment
  

Job Description:

Installs, operates, maintains, repairs (Break/Fix), and modifies printer devices.

Conducts technical analysis of product implementations, modifications, and enhancements to product in accordance with specific customer specifications and implementations.

Troubleshoots technical problems and issues, determines technical solution in accordance with product and customer specifications, and recommends actions to company or customer representatives for coordinate product solution.

Assess product needs in accordance with customer specifications.

Conducts technical training and product briefing with customers, vendors, and company representatives.

Acts as local on-site representative to customer's organization.

This position is for an onsite customer dedicated position in the Cleveland, OH area.

Responsible for the overall remedial and scheduled service for customer devices under contract.

Provides quality service execution performance to meet or exceed Customer commitments resulting in high levels of Customer Satisfaction.

12-Month W2 Contract (No Visa Sponsorship/No Student Sponsorship/No C2C)

Onsite daily in 19106 (Philadelphia, Pennsylvania)

Pay up to $38.50/hr. (No PTO and No Paid Holidays)

The ideal candidate will have a solid background supporting both Mac and Windows enterprise environments (over 500 end users), with a stronger emphasis on Mac. Experience supporting SaaS applications such as Okta, Slack, Google Workspace, Github, Gitlab administration, GenAI LLM platform administration are needed. White-glove support supporting VIPs/executives is highly preferred.

The IT Service Desk Technician provides basic technical assistance and support to internal end users as well as augments the IT Service Desk Team by performing repetitive tasks and functions, such as imagining hardware, swapping devices, and counting IT hardware inventory.

Responsibilities:

• Be the face of IT to corporate employees in the respective office location.
• Ensure that the physical IT technology in the office is operational (e.g. AV rooms, wifi, badge readers, cameras, etc).
• Oversee the suite of collaboration tooling in use and ensure end users have great experiences using the tools provided.
• Work to improve the procurement and asset management practices for IT hardware and software.
• Be responsible for the physical inventory of computer assets, and ensure the local equipment is tracked efficiently and securely.
• Work with Finance and IT leadership to manage budgets and costs for IT spend.
• Work with the broader IT team to provide training, documentation, and learning opportunities to peers and IT staff on support processes and techniques.
• Execute standard Onboarding & Offboarding processes for employees joining and leaving the company.
• Engage directly with employees and internal users who are experiencing IT related service issues. Resolve incidents such as network access, hardware break/fix, and software related problems as well as execution of defined service requests (e.g., installing licensed software, provisioning user access to software applications).
• Use defined escalation processes to escalate support issues that require staff with specialized skills or higher-level administrative permissions to resolve.
• Utilize standard operation procedures (SOPs) to perform routine tasks and work with engineering teams to define new SOPs for common support functions.
• Participate in after-hours, on-call support rotation.

Required Skills:

• 3+ years of IT end user support experience in a Mac focused environment (80% Mac/20% Windows)
• Prior experience providing Desktop Support at Tier 2 levels as well as being in an active member of an on-call support rotation.
• Experience using desktop imagining and MDM tools, such as Intune, SmartImager, Imperious, and SmartDeploy.
• Thorough knowledge of PC hardware, PDA devices, desktop software, Windows 10 and 11, O365, anti-virus, internet browsers, and network connectivity.
• Hands-on experience working with and updating support tickets in a ticket management platform such as ServiceNow, Zendesk, or Jira.
• Customer focused approach to delivering excellent service and support to internal customers.

The estimated pay range for this position is USD $35.00/Hr. - USD $38.50/Hr.

Exact compensation and offers of employment are dependent on job-related knowledge, skills, experience, licenses or certifications, and location. We also offer comprehensive benefits. The Talent Acquisition Partner can share more details about compensation or benefits for the role during the interview process.

Amplitel Technologies is a security-focused Managed Service Provider (MSP) based in Northeast Wisconsin. We serve government agencies, municipalities, manufacturing firms, and highly regulated businesses with secure, transparent, high-quality technical solutions. We are looking for a hands-on, client-focused Service Delivery Manager to oversee IT service delivery and ensure operational excellence through the delivery of high-quality, responsive support to our customers. This is an on-site opportunity located in Kaukauna, WI.

We’ll provide:

• Generous benefits package including health/dental/vision insurance, PTO, and Simple IRA
• Quarterly Incentive opportunities
• Additional perks including a gym membership and IT training reimbursement
• Predictable set schedule of 7:45am - 4:45pm to help promote work/life balance
• A collaborative environment that provides feedback on a regular basis
• Salary of $70k+ based on experience

What you’ll do:

• Oversee day-to-day service operations, drive process improvement initiatives, and collaborate closely with projects to ensure legendary client experiences
• Monitor service delivery against SLAs, analyze metrics, and ensure compliance using tools and SOPs
• Ensure managed environments are fully maintained with appropriately supported updates, patches and/or service packs in line with system maintenance policies
• Monitor ticket queues and assign work to team members, and ensure escalation procedures are followed
• Lead and support the IT Service Teams by providing resources, coaching, and professional development.
• Oversee scheduling, timesheets, on-call rotations, and vacation requests
• Act as an escalation point for client interactions as needed to direct to the appropriate operational resources
• Complete post incident investigation and reporting for internal and client facing perspectives and action plans for future prevention of further incidents

Skills You’ll Need:

• Proven work experience as a Service Delivery Manager or similar role that involved coaching, developing and motivating staff
• Strong leadership and team management skills with a focus on accountability and process adherence
• Experience driving KPI’s/metrics/allocating resources
• Strong understanding of computer systems, mobile devices, network infrastructure and other IT related services

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• Duties are listed based on the estimated % of time. Other responsibilities may be assigned.
  
• Performs detailed verification and validation of payroll and billing data, identifying discrepancies, investigating root causes, and ensuring accurate processing.
  
• Provides timely, professional, and analytically sound responses to client inquiries, using critical thinking and subject?matter expertise to resolve issues related to payroll, billing, and funding processes.
  
• New customer set up and data entry.
  
• Maintains multiple interconnected customer databases with a high degree of accuracy, ensuring data integrity across payroll, billing, and funding systems.
  
• Updates customer folders with changes to reflect current week's payroll and billing instructions.
  
• Processes credits/rebills.
  
• Advises clients on optimizing their payroll and billing reporting workflows, applying problem?solving skills to identify inefficiencies and implement more effective processes.
  
• Delivers ongoing training and technical support to clients, explaining system functions, troubleshooting software issues, and guiding users through complex payroll and billing scenarios.
  
• Timely transmission of accounting and payments reports such as wires, ACH, and A/R credits/debits.
  
• Proactively identifies potential risks, recurring issues, and process breakdowns; analyzes root causes and escalates concerns with recommended solutions.
  

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• Act with uncompromising integrity.
  
• Provide outstanding service and build trusted relationships.
  
• Drive innovation in our products and services and continually improve our processes.
  
• Work in partnership and support each other.
  
• Be personally accountable and deliver on commitments.
  
• Treat each other with respect and dignity.
  

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• Consideration may be given to a candidate with a degree in lieu of experience.
  

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• Education Level Academic Concentration/Major
  
  Req/Preferred
  
• Bachelor's Degree, Accounting or related field, Preferred
  

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• Excellent organizational and time management skills.
  
• Excellent written and verbal communication skills in an environment with a high volume of calls and emails
  
• Ability to use multiple types of software including MS Office and proficiency in basic office equipment.
  
• Strong understanding of accounting principles and the ability to interpret payroll, tax, A/P, A/R, and cash posting data to resolve discrepancies.
  
• Ability to understand relationships of data in multiple databases and good with numbers, particularly reconciling differences.
  
• Must demonstrate meticulous attention to detail, accuracy under pressure, and the ability to manage high volume workloads without compromising quality.
  
• Exceptional critical Thinking and problem-solving skills, with the ability to evaluate issues, determine root causes, and implement effective solutions independently.
  
• Strong technical aptitude and ability to quickly learn and navigate multiple payroll, billing, and funding platforms, as well as Excel and other MS Office tools.
  

Must Have

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• 1099-S,Account Audits,Accounting,Accounting Journal Entries,Account Management,Account Reconciliations,Accounts Payable (AP),Accounts Payable Operations,Accounts Payable Process,Accounts Receivable (AR),Accounts Receivable Processing,Accruals,Ad Hoc Reporting,Aging Reports,Asana (Software),Audit Preparations,Audit Reporting,Audit Support,Automatic Clearing House (ACH) Processing,Balance Sheet Account Reconciliations,Balance Sheets,Bank Deposits,Bank Reconciliations,Bill Drafting,Billing,Billing Dispute Resolution,Billing Process,Billing Systems,Business-to-Business (B2B),Business-To-Business (B2B) eCommerce,Cash Allocation,Cash Application,Cash Flow Forecasting,Cash Management,Cash Operations,Cash Reconciliations,Chargeback,Check Processing,Claims Processing,Commission Accounting,Commission Analysis,Commission Reporting,Communication,Conflict Resolution,Credit,Credit Analysis,Credit Card Operations,Credit Card Processing,Credit Card Reconciliations,Customer Billing,Customer Reconciliation,Data Reconciliation,Debt,Dispute Management,Distribution Logistics Management,E-Commerce,Ensure Compliance,Enterprise Resource Planning (ERP),Financial Accounting,Financial Close,Financial Closings,Financial Processing,Full Cycle Accounts Payable,General Ledger Coding,Generally Accepted Accounting Principles (GAAP),Google Workspace,Insurance Claim Handling,Intercompany Accounting,Internal Auditing,International Procurement,Interpersonal Communication,Intuit QuickBooks,Inventory Management,Inventory Planning,Invoice Processing,Invoices,Loan Amortization,Mathematical Calculations,Microsoft Office,Mining,Monthly Close Process,Negotiation,Networks,Odoo,Office Equipment,Operations Support,Oracle Netsuite,Oral Communications,Order Processing,Payment Handling,PayPal,People Management,Pivot Tables,Procurement,Project Proposal Writing,Purchase Orders,Real Estate,Reconciliations,Reporting Management,Report Preparation,Reports Analysis,Revenue Recovery,Sales,Sales Compensation,Sales Order Processing,Sales Orders,Sales Process,Sales Reporting,SAP Data Entry,SAP NetWeaver,Self-Starter,Shipping,Shopify,Slack Software,Spanish Language,Standard Operating Procedure (SOP),Teamwork,Trial Balances,Variance Reporting,Vendor Billing,Vendor Evaluations,Vendor Reconciliation,VLOOKUP Function,Warehouse Inventory Management,Write Offs,Writing
  
• Ability to navigate multiple databases and systems simultaneously
  
• Demonstrated ability to maintain accuracy under tight deadlines
  
• Proficiency with payroll and billing systems
  
• Strong critical?thinking skills to diagnose and resolve complex client issues
  
• Strong data integrity skills, including verifying, validating, and documenting client updates
  
• Strong Microsoft Excel skills (sorting, filtering, formulas, data validation)
  

Nice To Have

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• Ability to troubleshoot common system issues and guide clients through platform workflows
  
• Understanding of accounting principles relevant to payroll, A/P, A/R, and cash posting
  
• Working knowledge of payroll processes, earnings, deductions, and employer taxes
  

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  Respond accurately, timely, and courteously to telephone, written, web, and walk-in inquiries.

  
  
  
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  Ensure effective customer relations through professional communication.

  
  
  
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  Accurately document all customer interactions.

  
  
  

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  Initiate or process adjustments as needed to resolve inquiries.

  
  
  
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  Conduct research and coordinate with other departments to resolve issues.

  
  
  
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  Respond to and assist with priority inquiries and special projects as required by management.

  
  
  

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  Provide feedback to management regarding customer problems, questions, and needs.

  
  
  
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  Maintain accurate records of complaints and customer comments.

  
  
  
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  Recommend changes or improvements based on recurring issues.

  
  
  
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  Follow through on complaints until resolution or escalate to management when necessary.

  
  
  

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  Maintain knowledge of quality work instructions and company policies.

  
  
  
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  Recommend improvements to procedures and techniques identified during daily operations.

  
  
  
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  Meet all departmental productivity, quality, and timeliness standards.

  
  
  

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  Identify and promptly report suspected fraudulent activities.

  
  
  
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  Report system errors to the appropriate departments.

  
  
  

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  Excellent verbal and written communication skills.

  
  
  
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  Strong interpersonal and organizational skills.

  
  
  
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  Ability to handle high-stress situations.

  
  
  
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  Good judgment and problem-solving abilities.

  
  
  
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  Strong customer service orientation.

  
  
  
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  Ability to learn and efficiently operate multiple computer systems.

  
  
  

Required:

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  Basic computer operating skills.

  
  
  
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  Ability to use standard office equipment.

  
  
  

Preferred:

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  Knowledge of word processing, spreadsheet, and database software.

  
  
  

Required Education:

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  High School Diploma or equivalent.

  
  
  

Required Work Experience:

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  None.

  
  
  

Preferred Education:

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  Associate Degree.

  
  
  

Preferred Work Experience:

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  2 years of customer service or call center experience.

  
  
  

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  Typical office environment.