Aqueduct Technologies Inc.
Canton, Massachusetts
Job DescriptionJob Description Aqueduct Technologies is seeking an End User Support Engineer to join our Managed Services team. This role is responsible for providing strong technical support and customer service within the End User Support function, ensuring our customers receive exceptional service and reliable technology solutions. You will serve as a core member of the team with a daily focus on resolving complex technical issues as well as developing and maintaining operational documentation. The End User Support Engineer is a critical part of Aqueduct's mission to deliver the right solution, not just the fastest one. You'll embody our values of professionalism, empathy, and technical excellence, while maintaining a strong focus on customer satisfaction and team collaboration. We're looking for someone who thrives on solving complex problems, sharing knowledge freely, and takes pride in helping others succeed. Core Responsibilities:End User Support Act as an escalation point for complex or persistent end-user issues across multiple environments. Provide expert-level support for desktops, laptops, mobile devices, applications, and collaboration platforms. Troubleshoot advanced issues involving identity, access, and security within Microsoft 365 and related ecosystems. Maintain detailed and accurate ticket documentation and ensure timely communication with end users. Lead or assist in deployment of new end-user technologies and projects. Manage and support modern endpoint deployments using Microsoft Intune (Windows, iOS, macOS, and Android). Collaboration & Mentorship Foster collaboration within the support team to ensure consistency and continuous improvement. Partner with higher-level engineers and other departments on cross-functional initiatives. Change Control & Process Improvement Participate in end-user change control processes for system updates, patching, and rollouts. Evaluate and implement modern management policies in accordance with Microsoft Endpoint Manager and Azure AD frameworks. Identify and recommend improvements in documentation, tools, and workflows. Contribute to the automation of endpoint configuration, patching, and compliance reporting using PowerShell and Intune scripting capabilities Maintain documentation of device provisioning workflows, including Autopilot enrollment and policy assignment. Contribute to the refinement of support procedures and best practices. Training & Growth Actively pursue ongoing technical and professional development. Participate in internal training sessions for end-user technologies and support tools. Work with leadership to identify personal growth areas and future opportunities Required Skills & Qualifications:Education & Experience: Associate or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience). 2 - 3+ years of experience providing end-user or desktop support preferably within an MSP environment. Skills: Strong troubleshooting skills for Windows and macOS, Microsoft 365, and endpoint management tools. Strong customer service mindset with excellent written and verbal communication skills. Proven ability to manage multiple priorities effectively. Experience with ITSM tools, remote management, and automation platforms. Knowledge of Microsoft Intune (Endpoint Manager), Azure AD, Conditional Access, Autopilot, and BitLocker configuration and troubleshooting. Proficiency in Windows 10/11 modern management, including hybrid-join and co-management scenarios Experience with device compliance policies, configuration profiles, and reporting in Intune Solid understanding of security, patching, and compliance best practices. Certifications (Preferred): CompTIA A+, Network+, or Security+ Microsoft 365 Certified: Modern Desktop Administrator or equivalent ITIL Foundation certification Aqueduct Technologies is committed to developing a diverse and talented team. We celebrate and support diversity and are committed to making an inclusive environment for all employees and applicants including women, minorities, individuals with disabilities, members of the LGBTQIA community, veterans, and any other legally protected group. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant on the basis of any status protected by federal, state, or local laws. Aqueduct Technologies is one of the largest IT solutions providers in the US, recognized for our relentless pursuit of customer satisfaction, our corporate culture, technology leadership, and our commitment to the local community. We pride ourselves on our world-class engineering, the investments we make in our employees and our systems, and on our loyal base of customers and manufacturers. Recognized as one of the fastest-growing, private companies in Massachusetts-and awarded the Best Place to Work in Boston for six, consecutive years-there is no better time to join Aqueduct than now! We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Job DescriptionJob Description Aqueduct Technologies is seeking an End User Support Engineer to join our Managed Services team. This role is responsible for providing strong technical support and customer service within the End User Support function, ensuring our customers receive exceptional service and reliable technology solutions. You will serve as a core member of the team with a daily focus on resolving complex technical issues as well as developing and maintaining operational documentation. The End User Support Engineer is a critical part of Aqueduct's mission to deliver the right solution, not just the fastest one. You'll embody our values of professionalism, empathy, and technical excellence, while maintaining a strong focus on customer satisfaction and team collaboration. We're looking for someone who thrives on solving complex problems, sharing knowledge freely, and takes pride in helping others succeed. Core Responsibilities:End User Support Act as an escalation point for complex or persistent end-user issues across multiple environments. Provide expert-level support for desktops, laptops, mobile devices, applications, and collaboration platforms. Troubleshoot advanced issues involving identity, access, and security within Microsoft 365 and related ecosystems. Maintain detailed and accurate ticket documentation and ensure timely communication with end users. Lead or assist in deployment of new end-user technologies and projects. Manage and support modern endpoint deployments using Microsoft Intune (Windows, iOS, macOS, and Android). Collaboration & Mentorship Foster collaboration within the support team to ensure consistency and continuous improvement. Partner with higher-level engineers and other departments on cross-functional initiatives. Change Control & Process Improvement Participate in end-user change control processes for system updates, patching, and rollouts. Evaluate and implement modern management policies in accordance with Microsoft Endpoint Manager and Azure AD frameworks. Identify and recommend improvements in documentation, tools, and workflows. Contribute to the automation of endpoint configuration, patching, and compliance reporting using PowerShell and Intune scripting capabilities Maintain documentation of device provisioning workflows, including Autopilot enrollment and policy assignment. Contribute to the refinement of support procedures and best practices. Training & Growth Actively pursue ongoing technical and professional development. Participate in internal training sessions for end-user technologies and support tools. Work with leadership to identify personal growth areas and future opportunities Required Skills & Qualifications:Education & Experience: Associate or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience). 2 - 3+ years of experience providing end-user or desktop support preferably within an MSP environment. Skills: Strong troubleshooting skills for Windows and macOS, Microsoft 365, and endpoint management tools. Strong customer service mindset with excellent written and verbal communication skills. Proven ability to manage multiple priorities effectively. Experience with ITSM tools, remote management, and automation platforms. Knowledge of Microsoft Intune (Endpoint Manager), Azure AD, Conditional Access, Autopilot, and BitLocker configuration and troubleshooting. Proficiency in Windows 10/11 modern management, including hybrid-join and co-management scenarios Experience with device compliance policies, configuration profiles, and reporting in Intune Solid understanding of security, patching, and compliance best practices. Certifications (Preferred): CompTIA A+, Network+, or Security+ Microsoft 365 Certified: Modern Desktop Administrator or equivalent ITIL Foundation certification Aqueduct Technologies is committed to developing a diverse and talented team. We celebrate and support diversity and are committed to making an inclusive environment for all employees and applicants including women, minorities, individuals with disabilities, members of the LGBTQIA community, veterans, and any other legally protected group. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant on the basis of any status protected by federal, state, or local laws. Aqueduct Technologies is one of the largest IT solutions providers in the US, recognized for our relentless pursuit of customer satisfaction, our corporate culture, technology leadership, and our commitment to the local community. We pride ourselves on our world-class engineering, the investments we make in our employees and our systems, and on our loyal base of customers and manufacturers. Recognized as one of the fastest-growing, private companies in Massachusetts-and awarded the Best Place to Work in Boston for six, consecutive years-there is no better time to join Aqueduct than now! We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Aqueduct Technologies Inc.
Canton, Massachusetts
Job DescriptionJob Description Aqueduct Technologies is seeking a Service Delivery Consultant to join our Professional Services team. The Service Delivery Consultant is a hands-on, customer-facing technical engineering role within Aqueduct's Professional Services team. In this role, you'll own the successful implementation of scoped customer projects, contribute to solution design, and deliver high-quality technical outcomes across a range of technologies. Core Responsibilities: Technical Delivery: Own the implementation of scoped project and service work, delivering secure, reliable, and well-documented solutions aligned to approved designs and statements of work. Project Ownership: Independently lead smaller projects while collaborating with Project Managers and peers to manage dependencies and milestones as part of a project team. Solution Contribution: Produce first-pass designs and implementation approaches for smaller engagements; execute larger designs created by Senior Consultants or Architects with minimal guidance. Troubleshooting & Escalation: Troubleshoot technologies within your scope, handle initial escalation from Junior Consultants, and escalate appropriately and timely per established SOPs. Documentation & Quality: Create and maintain delivery artifacts including Design and Implementation plans, diagrams, validation evidence, as-builts, and handoff documentation. Customer Interaction: Communicate clearly and professionally with customers throughout delivery, setting expectations and addressing questions within scope. Mentorship & Team Support: Provide day-to-day guidance to Junior Consultants and collaborate with peers to share knowledge and seek guidance. Continuous Improvement: Follow delivery standards and established methodologies and SOPs while contributing feedback, lessons learned, and ideas to improve how we deliver services. Required Skills & Qualifications: Experience: 2-4 years of hands-on experience in IT delivery roles such as consulting, professional services, manages services, internal IT teams, or systems administration. Consulting experience is preferred but not required for candidates with the right technical depth and mindset. Technical Foundation: Working knowledge of core infrastructure, networking, security, cloud, or data platforms within your practice area. Execution Discipline: Ability to follow SOPs, manage maintenance windows, coordinate tasks, and deliver consistent, high-quality outcomes. Documentation & Communication: Strong written and verbal communication skills, with the ability to produce clear technical documentation and work effectively with customers, PMs, and peers. Troubleshooting Mindset: Structured approach to problem-solving and the judgment to escalate when appropriate. Growth Orientation: Curiosity, adaptability, and a strong interest in continuous learning and professional development. Certifications: Relevant associate-level certifications are preferred, but an aptitude for learning technology and a commitment to ongoing professional development are essential. Preferred Certifications: Cisco CCNA Net+/Sec+/CWNA Fortinet FCA You'll work across technologies including: Enterprise LAN/WAN (Cisco Catalyst, Nexus, Meraki, Juniper Mist, FortiSwitch, Nile) SD-WAN and hybrid cloud connectivity (Meraki, FortiGate, Cisco, Palo Alto, Azure, AWS) Firewalls and security platforms (Cisco ASA/FTD, Palo Alto, Fortinet, Juniper, Umbrella, ZScaler) Identity and access control systems (Cisco ISE, Aruba ClearPass, Microsoft NPS) Wireless (Ekahau survey/design, Meraki, Cisco, FortiAP, Juniper Mist, Nile) Zero Trust architectures and segmentation (ZTNA, SASE, SSE) MFA platforms (Okta, Duo, Azure) Infrastructure automation (Catalyst Center, Ansible, Jinja2, Python, Terraform) What success looks like: You independently deliver small-to-medium network and security projects and collaborate with your peers for guidance and assistance when needed You execute validated designs accurately and efficiently, adapting templates and configurations to fit real-world environments. You contribute first-pass designs and implementation approaches for smaller engagements and collaborate with peers as needed as part of larger project teams. You troubleshoot issues within your scope and act as a first escalation point for Junior Consultants, executing and escalating appropriately per Aqueduct methodologies. You produce clear documentation including Design and Implementation plans, diagrams, validation evidence, and as-built documentation. You communicate effectively with customers, Project Managers, and peers to ensure smooth delivery and alignment. You love technology, have a growth mindset and an aptitude to continuous improvement Aqueduct Technologies is committed to developing a diverse and talented team. We celebrate and support diversity and are committed to making an inclusive environment for all employees and applicants including women, minorities, individuals with disabilities, members of the LGBTQIA community, veterans, and any other legally protected group. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant on the basis of any status protected by federal, state, or local laws. Aqueduct Technologies is one of the largest IT solutions providers in the US, recognized for our relentless pursuit of customer satisfaction, our corporate culture, technology leadership, and our commitment to the local community. We pride ourselves on our world-class engineering, the investments we make in our employees and our systems, and on our loyal base of customers and manufacturers. Recognized as one of the fastest-growing, private companies in Massachusetts-and awarded the Best Place to Work in Boston for six, consecutive years-there is no better time to join Aqueduct than now! We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Job DescriptionJob Description Aqueduct Technologies is seeking a Service Delivery Consultant to join our Professional Services team. The Service Delivery Consultant is a hands-on, customer-facing technical engineering role within Aqueduct's Professional Services team. In this role, you'll own the successful implementation of scoped customer projects, contribute to solution design, and deliver high-quality technical outcomes across a range of technologies. Core Responsibilities: Technical Delivery: Own the implementation of scoped project and service work, delivering secure, reliable, and well-documented solutions aligned to approved designs and statements of work. Project Ownership: Independently lead smaller projects while collaborating with Project Managers and peers to manage dependencies and milestones as part of a project team. Solution Contribution: Produce first-pass designs and implementation approaches for smaller engagements; execute larger designs created by Senior Consultants or Architects with minimal guidance. Troubleshooting & Escalation: Troubleshoot technologies within your scope, handle initial escalation from Junior Consultants, and escalate appropriately and timely per established SOPs. Documentation & Quality: Create and maintain delivery artifacts including Design and Implementation plans, diagrams, validation evidence, as-builts, and handoff documentation. Customer Interaction: Communicate clearly and professionally with customers throughout delivery, setting expectations and addressing questions within scope. Mentorship & Team Support: Provide day-to-day guidance to Junior Consultants and collaborate with peers to share knowledge and seek guidance. Continuous Improvement: Follow delivery standards and established methodologies and SOPs while contributing feedback, lessons learned, and ideas to improve how we deliver services. Required Skills & Qualifications: Experience: 2-4 years of hands-on experience in IT delivery roles such as consulting, professional services, manages services, internal IT teams, or systems administration. Consulting experience is preferred but not required for candidates with the right technical depth and mindset. Technical Foundation: Working knowledge of core infrastructure, networking, security, cloud, or data platforms within your practice area. Execution Discipline: Ability to follow SOPs, manage maintenance windows, coordinate tasks, and deliver consistent, high-quality outcomes. Documentation & Communication: Strong written and verbal communication skills, with the ability to produce clear technical documentation and work effectively with customers, PMs, and peers. Troubleshooting Mindset: Structured approach to problem-solving and the judgment to escalate when appropriate. Growth Orientation: Curiosity, adaptability, and a strong interest in continuous learning and professional development. Certifications: Relevant associate-level certifications are preferred, but an aptitude for learning technology and a commitment to ongoing professional development are essential. Preferred Certifications: Cisco CCNA Net+/Sec+/CWNA Fortinet FCA You'll work across technologies including: Enterprise LAN/WAN (Cisco Catalyst, Nexus, Meraki, Juniper Mist, FortiSwitch, Nile) SD-WAN and hybrid cloud connectivity (Meraki, FortiGate, Cisco, Palo Alto, Azure, AWS) Firewalls and security platforms (Cisco ASA/FTD, Palo Alto, Fortinet, Juniper, Umbrella, ZScaler) Identity and access control systems (Cisco ISE, Aruba ClearPass, Microsoft NPS) Wireless (Ekahau survey/design, Meraki, Cisco, FortiAP, Juniper Mist, Nile) Zero Trust architectures and segmentation (ZTNA, SASE, SSE) MFA platforms (Okta, Duo, Azure) Infrastructure automation (Catalyst Center, Ansible, Jinja2, Python, Terraform) What success looks like: You independently deliver small-to-medium network and security projects and collaborate with your peers for guidance and assistance when needed You execute validated designs accurately and efficiently, adapting templates and configurations to fit real-world environments. You contribute first-pass designs and implementation approaches for smaller engagements and collaborate with peers as needed as part of larger project teams. You troubleshoot issues within your scope and act as a first escalation point for Junior Consultants, executing and escalating appropriately per Aqueduct methodologies. You produce clear documentation including Design and Implementation plans, diagrams, validation evidence, and as-built documentation. You communicate effectively with customers, Project Managers, and peers to ensure smooth delivery and alignment. You love technology, have a growth mindset and an aptitude to continuous improvement Aqueduct Technologies is committed to developing a diverse and talented team. We celebrate and support diversity and are committed to making an inclusive environment for all employees and applicants including women, minorities, individuals with disabilities, members of the LGBTQIA community, veterans, and any other legally protected group. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant on the basis of any status protected by federal, state, or local laws. Aqueduct Technologies is one of the largest IT solutions providers in the US, recognized for our relentless pursuit of customer satisfaction, our corporate culture, technology leadership, and our commitment to the local community. We pride ourselves on our world-class engineering, the investments we make in our employees and our systems, and on our loyal base of customers and manufacturers. Recognized as one of the fastest-growing, private companies in Massachusetts-and awarded the Best Place to Work in Boston for six, consecutive years-there is no better time to join Aqueduct than now! We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.