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.