Field Technician - MSP

SUMMARY

Tech firm looking to hire a highly motivated, self-driven Service Desk and on-site technical individual; please read the entire description before submitting for candidacy. This position is expected to not just maintain but constantly improve and further your education in the industry. We are looking for someone who lives and breathes tech. You will be part of the technical support team taking care of customers, going on-site, resolving customer issues, installing servers, and firewalls, prioritizing support requests, and troubleshooting end-user tickets.

Attention to detail is very important; documentation is a must. The team is responsible for ensuring customers are satisfied, tickets are prioritized, and server/networking issues are resolved and escalated if needed. Attitude is important as you will be dealing with our clients directly; we are also looking for a positive attitude and customer service skills.

• Travel to client sites to install, configure, troubleshoot, and repair hardware, software, and network issues
• Work with a remote team when necessary to solve complex issues
• Serve as the primary onsite point of contact, resolving issues to the client's satisfaction and representing us professionally in person
• Back up the Help Desk queue when no onsite visits are scheduled, working tickets through Autotask
• Monitor and respond to Help Desk requests using remote administration tools when supporting the queue
• Document onsite work, findings, and resolutions in real time
• Follow SOPs for escalation procedures, including when to escape from onsite to remote specialists or vice versa
• Troubleshoot Microsoft 365 and other cloud-based collaborative suites, both onsite and remotely
• Provide first-level support for client software, operating system, network, and hardware issues
• Maintain client site documentation in IT Glue, including network diagrams, asset inventories, and site-specific procedures
• Document internal procedures
• Meet required performance metrics and utilization targets, including onsite response times and ticket resolution goals
• This position will initially be remote; however, it will transition to an in-office position once our Houston, Texas office is established and operational. Candidates must be able to report to the Houston office once opened. Additionally, this role requires on-site visits to client locations throughout the Houston area and surrounding areas as business needs require.

• Reliable transportation and a valid driver's license to support required client on-sites and office attendance Monday-Friday
• Comfortable working independently at client locations with minimal supervision, while maintaining high standards under multiple deadlines

A+, MCP, and MCSE, certifications are preferred but not mandatory. A strong candidate would demonstrate the following skills and be able to troubleshoot with a high degree of success.

• Above Basic Comprehension of Network Setups and Configurations
• Previous experience working with IT services a plus
• Proficient in Microsoft Office Suite (Outlook, Word, Excel and PowerPoint)
• Historically Clean Motor Vehicle Driving Record, and the ability to maintain a Clean Driving Record

We’ve got you covered! We offer a competitive compensation and benefits package, including:

• Paid time off (PTO)
• Paid holidays
• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Certification reimbursement
• Professional development assistance
• And more!

We are Forte Technologies formerly known as Valeo Networks – a full-service, award-winning Managed Security Services Provider (MSSP) – providing cybersecurity, compliance, cloud solutions, network infrastructure, and managed IT services. With a…