Support Engineer at Analysis Group in Boston, Massachusetts

Job Description:

Analysis Group

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
Please view Equal Employment Opportunity Posters provided by OFCCP here.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)


Support Engineer

US-MA-Boston

Job ID: 2025-2558
Type: Regular
# of Openings: 1
Category: Information Technology
Boston

Overview

Make an impact at Analysis Group, where we provide our clients with thoughtful, pragmatic solutions to their most challenging business and litigation problems. Analysis Group is one of the largest private economics consulting firms, with more than 1,200 professionals across 15 offices in North America, Europe, and Asia. Since 1981, we have provided expertise in economics, finance, health care analytics, and strategy to top law firms, Fortune Global 500 companies, and government agencies worldwide. Our internal experts, together with our network of affiliated experts from academia, industry, and government, offer our clients exceptional breadth and depth of expertise.

The Support Engineer will be part of the Information Technology Service and Support team, which serves as the first internal point of contact for technology needs and issues. In this second-level support role, the Support Engineer will work in a dynamic and highly collaborative environment, providing advanced technical support and exceptional customer service for company-supported devices, applications, and platforms.

Essential Job Functions and Responsibilities:

• Deliver exceptional customer service and clear communication across in-person, Microsoft Teams, email, and phone interactions.
• Provide technical support and troubleshooting for laptops, software applications, virtual machines, video conferencing, networks, and mobile devices.
• Adhere to service level agreements (SLAs) and best practices for ticket handling, including timely updates, knowledge sharing, and detailed resolution documentation.
• Participate in after-hours On-Call support on a rotational basis, frequency of rotation depends on staffing.
• Occasional travel to other AG locations.
• Create, update, and maintain knowledge base articles following Knowledge-Centered Service (KCS) methodology.
• Manage and support Office 365 applications, including Outlook, Teams, SharePoint Online, and OneDrive.
• Utilize remote desktop tools to diagnose and resolve user issues efficiently.
• Escalate issues appropriately to internal teams when requests exceed the scope of level 2 support.
• Provide training and onboarding support for new and existing users.
• Administer and maintain Active Directory objects, including users, security groups, and devices.
• Image, configure, and deploy laptops and virtual machines, ensuring proper setup and functionality.
• Deliver desk-side technology support to employees at all levels of the organization.
• Ensure compliance with security policies and best practices.
• Provide audio/video and conferencing support for meetings and events.
• Mentor and support colleagues by offering guidance, training, and expertise as needed.
• Contribute to IT projects and initiatives as assigned.

Qualifications:

• A minimum of 1 year of relevant substantive experience required.
• Bachelor’s degree, or equivalent, preferred.
• 3 - 5 years of relevant IT support experience in a corporate environment preferred.
• Experience supporting and troubleshooting Microsoft Windows 10/11, Microsoft 365 Office Apps, desktops, laptops, mobile devices, VMware, and printers in a corporate environment.
• Relevant technology certifications (e.g., Microsoft, VMware, networking) are a plus.
• Experience supporting remote users and proficiency with remote desktop support tools (e.g., SCCM, Intune, GoToAssist, SimpleHelp, TeamViewer, or similar).
• Proficiency in documenting, prioritizing, and resolving IT incidents and requests within an ITIL-aligned ticketing system, ensuring compliance with SLAs and internal workflows.
• Experience with knowledge management and documentation best practices, such as KCS methodology, is a plus.
• Experience providing support for audio/video equipment and conferencing tools (e.g., Zoom, Microsoft Teams, Webex).
• Understanding of IT security principles, compliance standards, and best practices.
• Knowledge of networking TCP/IP, DNS, and DHCP.
• Familiarity with VoIP phone systems (e.g., Cisco).
• Understanding of Unix/Linux environments is beneficial.
• Experience providing user training, onboarding support, and mentoring junior team members.
• Available to support international offices (e.g., Brussels and Paris) as needed, with occasional travel to other AG locations.
• Ability to participate in an on-call rotation to support business needs outside of regular working hours is required.
• Strong verbal and written communication skills.
• Ability to prioritize tasks based on urgency and importance.
• Excellent time management and ability to establish reasonable deadlines.
• A growth-oriented mindset, strong interpersonal skills, and an ability to work across differences and under pressure.
• Motivation to learn new skills and technologies.
• Being bilingual or multilingual is a plus. French language proficiency is preferred.
• An inclusive and growth-oriented mindset, strong interpersonal skills, and an ability to work across differences.
• To the extent permitted by applicable law, eligible candidates must be authorized to work in the United States without sponsorship or restriction, now and in the future.

Physical Demands:

• Heavy lifting, including packages, and computer equipment.
• Engage in office work using a computer and telephone.

Analysis Group embraces diversity and equal opportunity in a deep and meaningful way, and we believe that a strong and diverse workforce directly supports our goal to provide the highest-quality work. We are committed to building teams that represent a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. We provide equal access and opportunities, and we encourage candidates of all backgrounds to apply.

Responsibilities

For information about Analysis Group’s privacy practices, please refer to the applicable Analysis Group privacy policy.

Equal employment opportunity, including veterans and individuals with disabilities.

PI265990500

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