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IT Support Specialist



IT, Customer Service
Weston, MA, USA
Posted on Wednesday, May 22, 2024

At Advisor360°, we hire people with all kinds of awesome experiences, backgrounds, and perspectives. We like it that way. So even if you don’t meet every single requirement, please consider applying if you like what you see. Though many of our roles are assigned to a particular office location, most are a hybrid of remote and in-person work.

We are seeking a highly motivated and skilled IT Support Specialist to join our team. The successful candidate will be responsible for providing advanced technical support services to employees with desktop, laptop, or network issues, both locally and remotely. They will be responsible for diagnosing and resolving technical problems and tasked with in-depth troubleshooting, access related issues, working with infosec and the systems team to patch software, as well as communicating with vendors.

In addition to technical duties, the IT Support Specialist will also be responsible for delivering weekly new hire onboarding training, creating knowledge base articles, and escalating issues to appropriate technical personnel when necessary. The ideal candidate should possess strong problem-solving skills, excellent customer service and communication abilities, and be able to work well in a fast-paced, high-pressure environment. They should also be able to quickly learn on the fly and troubleshoot new and unknown problems with their available resources (google, documentation, teammates). Additionally, good organizational and documentation skills, be able to handle confidential information with discretion, and be able to deliver enthusiastic training to new hires. The ability to collaborate across teams to resolve issues that may require multiple teams' involvement is also desired.

Key responsibilities

  • Point of escalation for issues unresolved by L1
  • Resetting passwords and resolving login issues
  • Creating and modifying distribution lists (DLs)
  • VDI creations and maintenance
  • Providing remote and desk-side support
  • In-depth troubleshooting and resolving technical problems
  • Access related issues (SQL, Servers, Platforms, etc)
  • Working with infosec and systems team to patch vulnerabilities
  • Conference room infrastructure and maintenance
  • Communicating with vendors
  • Software patching
  • Delivery of weekly new hire onboarding training
  • Creating Knowledgebase/Troubleshooting documentation
  • Escalating issues to appropriate technical personnel as necessary
  • Providing status updates to management and end-users

Requirements, skills, and knowledge

  • Strong problem-solving skills and ability to troubleshoot technical issue
  • Excellent customer service and communication skills
  • Ability to work well in a fast-paced, high-pressure environment
  • Ability to quickly learn on the fly and troubleshoot new and unknown problems
  • Highly skilled in using their resources (google, documentation, teammates)
  • Experience with desktop hardware and software, including Microsoft Office Suite
  • Knowledge of network remote access and VDI solutions
  • Ability to handle confidential information with discretion
  • Good organizational and documentation skills
  • Ability to deliver enthusiastic training to new hires
  • Collaboration across teams to resolve issues that may require multiple teams' involvement

About Advisor360°

Come grow with us! Join a team of inventive, driven professionals!

Launched in 2019, Advisor360° combines a start-up's agile and innovative markers with the stability of an established enterprise. Ranked the largest FinTech company in Massachusetts by the Boston Business Journal, Advisor360° was born out of 20 years of feedback from the industry’s highest-producing financial advisors and has gone on to build a software that is second to none.

Our company specializes in building, delivering, and integrating technology for wealth managers. Our comprehensive platform offers a unified approach to managing wealth, delivering a connected experience to advisors and their clients.

Benefits include a competitive bonus plan, unlimited paid time off, paid sick time, volunteer time off, free access to vacation homes, a generous 401(k) employer match, stock appreciation rights, referral bonuses, 80% of either HMO or PPO premiums for individuals and family employer covered, 50% of dental insurance paid for, employer life and AD&D at 2X salary, short- and long-term disability coverage, a health savings account, flexible spending accounts, and paid bonding time for new parents.

Advisor360° also provides worthwhile perks, including a hybrid structure with most employees working from the office 2 to 3 times per week, tuition reimbursement, professional development opportunities, employee assistance programs, and more!

Join us on this journey. Advisor360° is an equal opportunity employer committed to a diverse workforce. We believe diversity drives innovation and are therefore building a company where people of all backgrounds are truly welcome and included. Everyone is encouraged to bring their unique, authentic selves to work each and every day. The way we see it, we are here to learn from each other.

Are you ready to build and discover together?