Job Opportunities

Are you looking to join the area's best Computer/Service/Networking team?

PCG is growing and looking for the right people to join our team.

PCGiT, the premiere Managed IT, Cloud and Security provider for over 23 years, has immediate openings for the following careers in information technology with competitive wages and comprehensive benefits.
We pride ourselves on communication, integrity, teamwork and accountability to one another and our clients. We're more than a place to work. Our team of extremely talented individuals work collaboratively, striving for excellence within the workplace and in the community.. With locations in Portsmouth, Dover and Manchester, NH as well as Portland, ME, we invite you to come meet us.  Strive to excel - with PCGiT.

The Area's Premiere Managed IT Service Provider!

  • Health insurance/Dental/Vision 100% covered
  • 3 weeks-PTO/Vacation first year!
  • IRA/Company match
  • Training programs including Paid Certifications
  • Bonus on achievement
  • Company-provided technology, Phone, Notebook, etc.
  • Remote/telecommuting options
  • This field is for validation purposes and should be left unchanged.

Service Manager

Reports to: Director of Operations

General Summary:

The Service Manager's primary responsibility is to manage the activities and responsibilities of the service delivery team. As a part of this management, they will also be responsible for providing technical assistance to the team and ensuring that service and support is provided to clients at agreed levels. The Service Manager develops and refines PCG's best practices for service delivery.

The position requires a high level of independence and strong client service skills. Organizational ability is important to keep track of all tasks because the job requires a great deal of multi-tasking. Accurate and timely tracking of client work, service calls and related documentation, including timesheets, is required. The Service Manager will work predominantly in PCG's Portsmouth facility to be able to "walk the floor," supervise and mentor team member, and participate in planning, project and strategy meetings.

Position Responsibilities: 

Allocating service delivery tasks across the technical staff and subcontracted resources:

  • Manage the service delivery team's daily activities, including the triage and dispatch processes for service requests
  • Ensure that service requests are handled promptly and professionally, while meeting the requirements of client agreements and meeting PCG's goals for excellence in client service
  • Escalate to appropriate personnel for client problems that cannot be resolved effectively through standard service delivery procedures
  • Review time sheets and expense reports for technical staff
  • Manage usage of PSA tool (ConnectWise); collaborate with PSA administrator to incorporate and improve appropriate templates, workflows, reports and other tools
  • Interface with outsourced providers of managed service tools and services, ensuring clear processes and communication and rapid escalation and resolution of issues
  • Design and maintain process documentation for the service team

Achieving PCG goals for logistical delivery, service level agreements and client satisfaction:

  • Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements
  • Verify clients' SLA metrics are being met; report to management on any exceptions
  • Responsible for client CSAT and resolution for client issues and complaints
  • Monitoring individual and team metrics and performance versus targets

Line management of technical staff and the Dispatch Coordinator:

  • Model PCG mission, vision and values
  • Communicating and ensuring understanding of functional or departmental goals
  • Providing coaching and performance feedback to all team members
  • Providing training and support to new hires
  • Encourage team members to pursue certifications that meet their own and the company's interests
  • Evaluating performance and delivering the performance reviews
  • Participating in hiring process for new team members

General:

  • Maintain knowledge of PCG solution stack and service delivery toolkit, including appropriate training
  • Build relationships with clients and participate in client meetings in both pre- and post-sales capacities

Knowledge, Skills, and Abilities: 

  • Knowledge of IT applications, processes, software, and equipment
  • Understanding of tools, techniques, and technologies used to support IT services
  • Familiarity with service automation platforms such as ConnectWise
  • Skill in leading people and getting results
  • A strong client orientation with excellent client service skills
  • Strong organizational, presentation and planning skills
  • Ability to multi-task and adapt to changes quickly
  • Ability to work in a team and communicate effectively
  • Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCITP, CCIA, Cisco CCNA, or VMware VCP a plus
  • Willing to work occasionally and/or be on call overtime, holidays, and weekends

Credentials and Experience: 

The ideal candidate will have a Bachelor’s degree in a computer-related field and five to eight years of related experience. Candidates with an equivalent combination of education and experience will also be considered.

Level 3 Senior Engineer

Within this role you will be responsible for working in a face-paced, demanding environment. You will need to work closely with the team of engineers while being accountable for resolving customer technology issues and problem resolution in a variety of industries. The Level III Engineer requires strong technical skills backed by at least 5 years of experience, a passion for problem-solving and exceptional customer service.

Execution with high level success in integrating and/or solving problems within Microsoft Sever, Hyper-V or VMware Virtualization, Exchange/365, SQL, IIS, Cisco Inter-networking, VPN's. Expertise in security, escalation and incident management and process. Exceptional judgement on risk and ability to share information with customers and staff instrumental. You will be a mentor for the PCG technical team and Engineers sharing knowledge and methodologies to benefit team growth.

Credentials and Experience:

  • A combination of the following: Network+, MCSE, MCP, MCSA, CCNA, CCNP
  • Familiarity with ConnectWise, RMM, ITGlue preferred
  • 5+ years of relevant service IT Experience
  • 4- year College Degree or equivalent

Knowledge, Skills, and Abilities:

  • Must have exceptional long-term IT Support experience
  • First-rate Windows desktop support experience
  • Very strong written and verbal communication skills
  • Experience of working to strict SLA (Internal and External)
  • In-depth knowledge of Microsoft Products. Specifically, 365 and Azure
  • Experience of creating and maintaining technical support and end user support documentation
  • Skilled in performing complex, network performance analysis and root cause analysis
  • Demonstrated technical skill in fault isolation and problem resolution in a production, multi-protocol, multi-vendor environment
  • Strong organizational, planning and people management skills including promoting teamwork
  • Maintain cooperative working relationships with other departments, services providers, company and vendor support organizations
  • Creative thinking, to be able to come up with new ideas to improve standards and procedures
  • Motivational skills and the ability to lead
  • Solid, dependable, engineer, follows directions and maximizes billing opportunities
  • Consistently receives good client feedback
  • Outstanding judgment and the ability to interact with all team members

Competitive salary based on experience and qualifications

Must be authorized to work in the US

Valid driver's license

Criminal background check necessary for employment

Benefits:

  • Health, vision, and dental, IRA
  • Full on the job training & support.
  • Fun working environment and culture.
  • Great opportunity for advancement.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.

Pay: Base Commensurate with experience + Bonus

Level 2 Engineer

In addition to strong technical aptitudes, backed by at least 2-3 years of experience, this person is a good communicator who can manage well when the client really needs strong guidance. The pace and demands in this environment are usually much greater than an "in-house" position. This person should be prompt and/or know the importance of communicating ETA's to clients. This person should be skillful at pre-project/work-briefings with each client on each project. This person should then be able to execute with a high degree of success in integrating and/or solving problems in environments rich in Windows Server, Exchange, IIS, Networking, VPN's, Firewalls, Backup Systems and more.

Credentials and Experience:

  • Engineer with two to four years’ experience
  • Minimum 2-4 years’ experience – Switching, VLAN, Routing, Firewalls, Mobile Messaging, Server HW Technologies, Data Backup and Recovery Support
  • Has at least one certification. The following certifications are preferred: A+, Network+, Security+, MCP, MCSA. 365 Competencies a plus
  • Solid, dependable, engineer, follows directions and maximizes billing opportunities
  • Familiarity with ConnectWise, RMM, ITGlue preferred
  • 4+ years of relevant service IT Experience
  • Bachelor’s Degree, Associates Degree or equivalent

Knowledge, Skills, and Abilities:

  • Must have exceptional IT Support experience
  • First-rate Windows desktop support experience
  • Understanding of TCP/IP and troubleshooting Internet connectivity
  • Experience with routers and firewalls
  • Understanding of the relationship between switches, patch panels and connecting nodes to a network
  • Understanding of DNS services
  • Working Knowledge of Wireless Technologies
  • Very strong written and verbal communication skills
  • Experience of working to strict SLA (Internal and External)
  • Experience of creating and maintaining technical support and end user support documentation
  • Skilled in troubleshooting and network performance analysis and root cause analysis
  • Strong organizational, planning skills.
  • Maintain cooperative working relationships with other departments, services providers, company and vendor support organizations
  • Consistently receives good client feedback
  • Outstanding judgment and the ability to interact with all team members

Competitive salary based on experience and qualifications

Must be authorized to work in the US

Valid driver’s license

Criminal background check necessary for employment

Benefits:

  • Health, Vision, and Dental, IRA
  • Full on the job training & support.
  • Fun working environment and culture.
  • Great opportunity for advancement.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.

Help Desk Technician

Reports to:
Service Manager

Job Description:
The Level I Technician is a key member of the Service/Support Team. They are responsible for handling first level support of service requests in a professional and timely manner. This position applies to a broad range of technology, to include: PC's, Notebooks, Mobile Devices, Servers, Printers, Networks and vendor specific hardware and software with a focus on Microsoft.

Basic Functions:

  • IT Support relating to technical issues involving Microsoft's core business applications, operating systems, networking and Cloud related solutions such as Microsoft 365.
  • Basic technical support at the network level: Wireless network connectivity, routers and firewalls
  • Basic remote access solution implementation and support: VPN, and Terminal Services.
  • Respond accordingly through service tickets, system alerts and notifications.
  • Experience with various mobile devices (iOS, Android)
  • System documentation maintenance and review.
  • Strong customer service skills required: educating, notifying, and informing.

Additional Responsibilities:

  • Improve customer service, perception, and satisfaction.
  • Fast turnaround of customer requests.
  • Ability to work in a team and communicate effectively.
  • Work with the IT Service Coordinator to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
  • Escalate service requests that require engineer level support.
  • Responsible for entering time and notes accurately
  • Knowledge, Skills, and/or Abilities Required:
  • Advanced understanding of operating systems, business applications, printing systems, and network systems.
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
  • Diagnosis skill of technical issues.
  • Ability to multi-task and adapt to changes quickly.
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Understanding of support tools, techniques, and how technology is used to provide services.
  • Self-motivated with the ability to work in a fast moving environment.

Educational/Vocational/Previous Experience Recommendations:

  • Degree in Computer Science or related technical experience
  • 1-2 years hands-on IT and help-desk experience

Certificates, Licenses:

  • MS, Cisco and/or HP Certifications a Plus
  • Valid Driver's License
  • Criminal Background check necessary for employment
  • Must be able to work in the United States

Benefits:

  • Competitive salary based on experience and qualifications.
  • Health, vision, dental, IRA.
  • Full on the job training & support.
  • Fun working environment and culture.
  • Great opportunity for training and advancement.