Position Overview: 

We are seeking a dedicated and skilled Field Technician to join our Managed Service Provider (MSP) team. The Field Technician will play a critical role in providing onsite support to our clients, troubleshooting and resolving technical issues, and ensuring optimal performance of hardware and software. This position requires a strong technical aptitude, excellent communication skills, and the ability to work independently to resolve client needs efficiently.

Essential Duties and Responsibilities:

• Provide onsite technical support for clients, including hardware repairs, software troubleshooting, and network installations.

• Perform preventative maintenance on client systems to ensure smooth operations and minimize downtime.

• Install and configure hardware, software, and networking equipment.

• Assist with the setup and troubleshooting of desktops, laptops, printers, servers, and other IT peripherals.

• Respond promptly to client service requests, ensuring timely resolution of issues in accordance with service level agreements (SLAs).

• Diagnose and resolve network and connectivity issues, including routers, switches, and firewalls.

• Maintain and update accurate records of service activities in the company's ticketing system.

• Train clients on the proper use of systems, software, and devices as needed.

• Communicate with the MSP team remotely to escalate issues, share knowledge, and ensure efficient service delivery.

• Provide on-call support, as needed, for emergency service or after-hours requests.

• Travel to various client sites within the assigned geographic area to perform services.

• Maintain professional and courteous client relationships, ensuring high levels of customer satisfaction.

Knowledge, Skills, and Abilities Required:

• Strong technical knowledge of hardware, software, and networking concepts (e.g., routers, switches, firewalls, and VPNs).

• Ability to diagnose and resolve technical issues with minimal supervision.

• Solid understanding of Windows and macOS operating systems, Microsoft Office suite, and common business applications.

• Proficiency in remote troubleshooting tools, ticketing systems, and documentation best practices.

• Ability to install, configure, and troubleshoot desktop computers, laptops, and printers.

• Experience with system imaging, backup solutions, and disaster recovery methods.

• Strong customer service orientation with excellent interpersonal and communication skills.

• Ability to work independently and as part of a team.

• Strong attention to detail and excellent organizational skills.

• Ability to prioritize and manage time effectively, handling multiple service requests simultaneously.

Qualifications:

• 5+ years of experience in technical support role, within an MSP environment.

• A+ Certification or equivalent technical certifications required (e.g., CompTIA Network+, Microsoft Certified Professional).

• Strong working knowledge of networking protocols, including DNS, DHCP, TCP/IP, and VPNs.

• Experience with virtualization technologies (e.g., VMware, Hyper-V) is a plus.

• Ability to lift and carry up to 50 lbs of equipment.

• Reliable transportation and a valid driver's license required.

• Flexibility to work outside of standard business hours when necessary.

• Excellent problem-solving skills and a proactive approach to resolving client issues.