Technical Analyst I

Who We Are:

Headquartered in Canada with locations across the United States and around the globe with a footprint on six continents, Bulletproof, a GLI company has decades of technology, security, and compliance expertise. Bulletproof's work in the security space has been recognized nationally and globally with Microsoft's global Security Partner of the Year in 2021 and the Microsoft Security Trail-Blazer Award in 2024.

At Bulletproof, our vision is to serve, secure, and empower the world through people and technology; one customer at a time. We believe everyone has the right to feel safe and secure. Our mission is to serve and protect organizations to ensure their success.

What we have to offer:

• Challenging Work - We love solving highly complex problems. Across our teams and in all roles, every employee is empowered to bring their best ideas forward and to jump in and solve the problems they're passionate about.
• Great People - We are stronger, together, when we are open, honest, and above all, real. Every person is valued here and plays an important role in our shared success.
• Global Impact - As a global team spanning continents, boundaries, and cultures, every day we are inspired by the impact our work has on our colleagues, our customers, our communities, and the world at large.
• Diversity, Equity and Inclusion - We celebrate each other's differences, continuously strive for equality and recognize that inclusion makes us stronger as individuals, a company and a global citizen.

Position Summary:

The position requires the flexibility to adapt in a fast-paced, changing environment and the ability to meet deadlines in a timely manner. Bulletproof's Managed Services group is a 24x7x365 operation, working hard to enable the best possible support and uptime for all our valued clients.

Based primarily out of our Waltham office, normal working hours for this position are Monday to Friday, between 9:00 AM - 5:00 PM local time. Occasionally, work may be needed outside of these core hours in order to accommodate implementations or to address client outages, so flexibility is a must. This position may also require regular travel to and from client sites within the Greater Boston region, which may extend paid travel time outside of core hours.

Responsibilities:

• Perform on-site client visits to facilitate troubleshooting, repairs, installations and implementations.
• Triage and classify incoming support requests from clients via phone, email, and live chat.
• Provide tier 1 support for customer operating systems, software, hardware, and network issues, including Windows, MacOS, iOS, and Android.
• Perform software, hardware, and network installations, repairs, and updates.
• Provide technical support of LAN, Desktop, and server devices.
• Identify and escalate tier 2 support requests as appropriate.
• Maintain enterprise Microsoft environments.
• Create and manage support tickets, and accurately track time and expenses, using PSA and ERP software.
• Support Windows Server environments, including DFS, clustering, virtualization, etc.
• Cover on-call hours for nights and weekends on a periodic basis.

Required Education/Credentials/Qualifications:

• Past experience at a Managed Service Provider would be a strong asset.
• Strong familiarity with Microsoft 365, Microsoft Azure, and Microsoft's cloud ecosystem, and network technologies, such as DNS, DHCP, GPO, DFS.
• Ability to troubleshoot complex issues in a systematic and efficient way.
• Strong customer service skills are required.
• Ability to work independently is a must.
• Strong familiarity with Microsoft Hyper-V; other virtualization technologies a plus.
• Experience and certifications supporting Fortinet networking products and solutions are ideal.
• Microsoft Certified Professional, Solutions Associate, or Solutions Expert strongly preferred.
• Any additional industry certifications such as Citrix, Datto, VMware, Cisco, or HPe are beneficial.
• A college certificate or diploma in information technology and/or have relevant experience and industry certification.
• Passion for IT and desire to learn more about it.
• Solid working knowledge of Microsoft Windows, Microsoft 365 and other Microsoft Office programs is a requirement.
• Excellent communication and interpersonal skills, exceptional telephone manners and a strong customer service orientation is required.
• Ability to work independently with minimal supervision while handling multiple tasks and changing priorities.
• A valid driver's license.
• Familiarity with ITIL processes is an asset.

Benefits:

• Comprehensive Health, Dental, and Vision Insurance

• Optional Health
• 100% Employer Paid Health and Dental Plan
• Vacation Time
• RRSP Savings Plan with 100% match up to 3% of your salary
• Annual Discretionary Bonus
• Anniversary Reward Bonus
• Educational Assistance Program
• Additional Mental Health Benefits through our Employee Assistance Program
• Voluntary Pet, Accident, and Critical Event Insurances

Equal Opportunity Statement:

Bulletproof is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Bulletproof is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Other details

• Job Family Canada
• Pay Type Salary
• Employment Indicator Regular

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