Boston, MA
Date Posted: August 04, 2017
Employment Type: Contract
Job Id: 3995

Job Description


COTS Level II Support Lead – Contract


We are seeking a senior IT Level II support technician with a background supporting COTS (commercial off-the-shelf) products, customized and integrated with internal applications. As a team leader this role participates in the planning and implementation of policies and procedures to ensure applications are functioning and that incidents are resolved with maximum efficiency; manages vendor SLAs and small patching or upgrade projects; leads the team in developing trouble-shooting guides and knowledge-base articles and managing incidents from receipt to delivery, including collaboration with internal and external resources. As a team member, the role anticipates, identifies, troubleshoots and resolves hardware and software problems as related to a COTS application.

Knowledge Requirements:

-Understanding the environment:

This role will have the responsibility to lead matrixed diagnostic efforts when production incidents arise. While the support lead will not need expertise, he/she must be conversant with the components of a Microsoft-centered corporate IT environment: networking functionality and capability; basic knowledge and understanding of principles, capabilities, and operations of network and communications devices such as servers, routers, intelligent hubs, gateways, and backbones will be essential for working with matrixed teams to problem-solve.

-Trouble-shooting and monitoring skills:

Fluency in trouble-shooting techniques, problem analysis regarding the complex interactions of hardware, software, both internal and external; use of software utilities including light scripting of monitoring tools

-Interpersonal skills: strong customer-service orientation; ability to express technical information in oral and written form to technical and non-technical personnel; establish and maintain effective working relationships with internal and external partners.

-Organizational/administrative/other: prioritizing and executing tasks in a high-pressure environment; plan, organize and coordinate problem-solving among team members from multiple organizations;  acquire new technical skills in support of new hardware and software components; develop trouble-shooting guides and knowledge-base articles. Assist in developing and implementing team processes and guiding team-members toward compliance with processes.

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