Field Technician

Description

As a Field Technician, your primary objective is to deliver exceptional on-site and remote technical support that

keeps our clients' technology running seamlessly. Operating within our service delivery framework, you will act as

the face of our company, handling everything from deploying new hardware to troubleshooting complex

infrastructure issues across various environments, from corporate offices to medical facilities. By combining rapid

problem-solving with a customer-first mindset, you will minimize client downtime, ensure optimal system health,

and directly contribute to providing a world-class experience for our business partners.

Responsibilities:

• Technical Support: Provide comprehensive on-site and remote technical support for clients' hardware, software, and network infrastructure.
• Deployments: Perform the installation, configuration, and physical deployment of new workstations, servers, network devices (routers, switches, firewalls), and peripherals.
• Issue Resolution: Diagnose and resolve technical problems ranging from day-to-day desktop support to complex server and network infrastructure issues.
• Downtime Minimization: Handle all technical issues promptly and efficiently to minimize client downtime and maintain business continuity.
• Ticket Hygiene: Respond to, manage, and resolve service requests and incidents by strictly following established procedures within our ticketing system.
• Preventative Maintenance: Perform routine maintenance on client systems to proactively ensure optimal performance, stability, and health.
• Infrastructure Cabling: Install, route, and terminate structured cabling for network infrastructure and onboarding projects.
• Documentation: Document all service activities, repairs, configurations, and inventory changes accurately and in a timely manner within our documentation tools.
• Communication: Maintain excellent communication with clients, providing clear updates on service status and explaining technical solutions in understandable terms.
• Security & Compliance: Adhere strictly to all security controls and compliance standards relevant to our clients' industries, such as HIPAA, PCI or CJIS.
• Team Collaboration: Collaborate seamlessly with internal engineers and centralized teams on complex technical issues and larger project rollouts.

Metrics:

• SLA Compliance: Maintain a consistent target of meeting or exceeding 90% of established Service Level Agreements for response and resolution times.
• First-Contact Resolution: Strive for a high rate of resolving incidents on the first visit or contact, reducing the need for repeat dispatches.
• Time & Ticket Accuracy: Achieve 100% real-time logging of billable hours and comprehensive ticket notes prior to the conclusion of each business day.
• Client Satisfaction (CSAT): Maintain a client satisfaction score of 95% or higher based on post-service ticket surveys.
• And others as requested.

Requirements

Requirements:

• Experience: Minimum 2–4 years of IT service delivery experience, with a proven track record in a desktop support or field technician role (MSP experience highly preferred).
• Technical Troubleshooting: Strong hands-on ability to diagnose hardware failures, software glitches, and operating system errors across Windows and macOS environments.
• Network & Infrastructure: Solid understanding of core networking concepts (TCP/IP, DNS, DHCP, VLANs) and experience configuring business-grade routers, switches, and wireless access points.
• Environment Adaptability: Proven ability to work independently as a self-starter across diverse client environments, adapting seamlessly to corporate offices, medical facilities, and industrial sites.
• Process Discipline: Exceptional ability to follow technical checklists, maintain strict ticket hygiene, and log billable time accurately in real-time.
• Customer-Centric Mindset: Outstanding interpersonal skills with the ability to remain calm under pressure and explain complex technical concepts simply to non-technical end-users.
• Physical Demands: Ability to safely lift, carry, and install heavy IT equipment (up to 50 lbs) including servers, network switches, and UPS battery backups. Must be comfortable climbing ladders to mount and configure wireless Access Points (APs) and run structured cabling in ceiling spaces.
• Logistics & Mobility: A valid driver’s license, a reliable vehicle, and the ability to accommodate high travel needs (approximately 75% of the time) to visit local client sites, primarily within a 3-hour radius of our main office.
• On-Call Availability: Participate in a scheduled, mandatory after-hours on-call rotation to support critical client needs.

What We Offer:

• Competitive salary and performance-based bonuses.

• Comprehensive benefits package (health, dental, vision, 401k, PTO).

• Opportunities for professional development and career advancement.

• A collaborative and innovative work environment.

Physical & Availability Requirements (IT): This role requires the ability to lift and move IT equipment up to 50 lbs (team lifts for heavier items), install and reposition hardware such as servers, network devices, racks, and UPS systems, and work in confined spaces, at heights, or in data center environments. Prolonged standing, kneeling, and repetitive hand and computer-based tasks are required, along with correctable vision sufficient to read system logs, labels, and status indicators. The position involves extended screen time, exposure to noise and temperature-controlled data centers, and occasional travel to remote sites. Participation in an on-call rotation, including nights, weekends, holidays, and extended hours during incidents, maintenance windows, deployments, or disaster recovery events, is required in accordance with operational SLAs. Candidates must communicate technical information clearly, maintain confidentiality, comply with security policies, and meet applicable background, licensing, and work authorization requirements. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.