We are seeking a high-energy, results-driven individual for the position of Client Support Technician (CST). This is a permanent, full-time position with a full benefits package. We are growing our client base and projects within existing clients and need technical assistance. The primary role of the CST is frontline helpdesk and project support. You’ll be working alongside senior technical staff to learn and work on a diverse project base in addition to providing day-to-day support to clients.  Our clients are located in Rhode Island and southeast Massachusetts.

PacketLogix CSTs have a wide range of functions within the organization. Core to their capabilities are:

  • Fanatical focus on world-class client support and customer satisfaction
  • Support clients via phone and the ticketing system both remotely (from our offices in Warren, RI) and onsite at client locations
  • Assist in projects as needed. Training will be provided and may include:
    • Configuring desktops, laptops, and servers
    • Staging, installing, and troubleshooting network infrastructure
    • Meticulous closet, IDF, and MDF cabling and rack cleanups and dressing
    • Enterprise-grade wireless site surveying, virtual designing, and troubleshooting
    • Other technical functions as needed
    • Travel to our client’s offices to provide employee onboarding, technical support, troubleshooting, and training
    • Must be dependable, have their own transportation, and have a clean driving record.
    • Employment is conditional upon passing a Rhode Island background check.

Personal skills must include:

  • Ability to understand clients' issues and empathize with them
  • Ability to attentively listen to clients and understand their issue and how it affects their job
  • Ability to speak professionally and non-technically to clients without talking down to them
  • Professional appearance in PacketLogix apparel and personal grooming
  • Pleasant and easy to work with demeanor
  • Positive can-do attitude
  • Impeccable follow up habits
  • Ability to skillfully manage several priorities and multitask
  • Sense of urgency and great time-management skills
  • Hard-working to find solutions, not creating excuses
  • Clear, straightforward, and candid communication style
  • On-time to PacketLogix office (Warren, RI) and client’s locations
  • Self-starter and eager to learn new technologies – training will be provided
  • Ability to listen to and thoroughly follow processes and procedures
  • Outstanding documentation skills
  • Maniacal focuses on high customer satisfaction levels

Business skills must include:

  • Excellent customer service attitude and customer management skills
  • Strong written and verbal communication both internally and with clients
  • Ability to manage the multiple technical aspects of a project from pre-sales to completion
  • Ability to absorb vendor technical training and pass certification tests
  • Applicants must maintain a high level of professionalism with clients, vendors, and staff at all times

Technical skills should include:

  • Basic understanding of networking, VLANs, LAN, WLAN, and WAN technologies
  • Knowledge of IP networks and IP addressing
  • Knowledge of operating systems (Windows, VMWare, etc.)
  • Experience in building a workstation, laptop, and server – hardware and software
  • Excellent mechanical installation skills - racks, wireless access points, dressing cabling
  • Impeccable attention to detail on installations – taking great pride in one’s work
  • Keeping a clean and neat work environment in the office and at client’s locations
  • Aesthetically appealing installation work
  • Setup and configuration of networks and servers and workstations
  • Setup of Email/Web Solutions
  • Hands-on experience with a wide range of computer equipment
  • Knowledge of POP, SMTP, DNS, DHCP
  • Use of PSA and RMM tools recommended
  • Ability to autonomously conduct technical research when searching for a solution

Duties include, but are not limited to:

  • Provide world-class, white-glove technical support to clients
  • Travel to client sites and project locations as required
  • Must have excellent research and troubleshooting skills and be able to multitask in a fast-paced environment
  • Work with internal and external technical staff and vendors
  • Provide IT and network audits, training shall be provided
  • Conduct wireless network site surveys and assessments, training shall be provided
  • Conduct predictive wireless network designs using Ekahau Connect software
  • Assist in keeping internal IT systems operational
  • Other related tasks and projects

Position benefits include:

  • Optimal opportunity for career growth
  • Family-friendly work atmosphere
  • Flexible work hours and locations
  • Working in diverse and challenging projects and client environments
  • Very competitive compensation package (based on experience)
  • Technical training and company-paid testing fees (as needed)
  • Health and dental insurance
  • Paid sick days and holidays
  • Company-matched retirement plan contributions

Education and/or Experience Requirements:

  • Help desk experience required
  • Technical and mechanical aptitude is a must
  • Both customer and past employment references required
  • Undergraduate Bachelor's Degree suggested
  • Technical field experience is a plus.

This job may require lifting of up to 50 lbs. This position requires daily frequent travel throughout Rhode Island and southern Massachusetts. Candidate must provide own reliable transportation, clean driving record, and proof of car insurance.

Company Description

PacketLogix, Inc. is a Rhode Island-based IT managed services and support provider for small to medium businesses across Rhode Island and southeast Massachusetts.  We are a focused and dedicated group of individuals committed to fostering a fun, progressive, and innovative work culture.  We specialize in providing our managed clients with a white-gloved approach to IT support and pride ourselves on going the distance for them.  To learn more about us, visit

PacketLogix is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to their race, age, handicap, color, religion, sex, national origin, or veteran status.

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We look forward to hearing from you.