Field Systems Engineer

Company Overview

Harbor IT is a leading Managed Service Provider (MSP) specializing in delivering cutting-edge Cybersecurity, IT, and Cloud Services to a diverse portfolio of clients. Harbor IT is backed by investment firm Worklyn Partners since 2022 and has built a national platform through acquisition and rapid organic growth. Our mission is to manage our clients’ technology and mitigate their cyber risks, so that they don’t have to.

This is a Monday-Friday field engineering role based at various client sites in the Boston, Cambridge, metro north, and southern NH areas. We assign engineers to clients considering proximity to their home. However, require willingness to commute to all client locations.

We are seeking a highly skilled IT Field Engineer who combines strong technical acumen with outstanding customer service. This role involves providing both onsite and remote support, managing client environments, leading and participating in project work, and serving as a trusted technical advisor to our customers. The ideal candidate is a strong communicator, team collaborator, and self-starter who excels in fast-paced MSP environments and values both operational rigor and customer relationship-building.

Customer Support & Service Delivery

• Provide day-to-day troubleshooting and technical support for desktop, server, network, and cloud-related issues.
• Perform both onsite and remote diagnostics, repairs, and configuration of hardware, software, and network systems.
• Communicate clearly and empathetically with customers to ensure they feel supported, informed, and valued.
• Act as a primary point of contact for assigned customers, coordinating between the client and internal teams for smooth service delivery.
• Identify opportunities for improvement, modernization, and efficiency within client environments.

Technical Engineering & Projects

• Work on technical projects including new installs, migrations, virtualization deployments, network upgrades, and cloud enablement.
• Troubleshoot complex issues involving Microsoft Server, O365, virtualization platforms, storage, security tools, and line-of-business applications.
• Interface with third-party vendors and service providers, acting as the technical liaison for customers.
• Stay current with emerging technologies, security trends, cloud platforms, and MSP best practices.

Documentation, Process, & Coordination

• Document work performed, troubleshooting steps, and resolutions in the ITSM platform (Connect Wise, Autotask, or similar).
• Create and maintain accurate documentation of client environments, configurations, passwords, and network topologies.
• Participate in internal knowledge-sharing, teambuilding, and continuous improvement discussions.
• Support after-hours project scheduling, emergency troubleshooting, or on-call coverage as needed.

Core Qualifications

• Bachelor’s Degree or equivalent professional experience.
• 4–5+ years of experience in IT support, systems administration, or MSP engineering roles.
• Proven background in customer support with the ability to communicate complex technical concepts to non-technical users.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• Strong work ethic, self-motivation, and ownership mentality.

Technical Knowledge & Experience

• Active Directory, DNS, DHCP, Group Policy, and identity management.
• Microsoft 365 administration (setup, configuration, migration, and troubleshooting).
• Virtualization platforms (VMware, Hyper-V, or similar).
• Networking fundamentals (firewalls, VPNs, switching, wireless).
• Security technologies (MFA, endpoint protection, compliance tools, etc.).
• ITSM platforms (Connect Wise, Autotask, etc.) and documentation management.
• Preferred or role-specific experience (not required but beneficial):
  • Industry vertical line-of-business applications (e.g., dental platforms such as Dentrix, Eagle Soft, Open Dental).
  • Project management experience or coordination.
  • Certifications such as Microsoft, Cisco/Meraki, VMware, Okta, CompTIA, etc.

Soft Skills & Customer Attributes

• Exceptional verbal and written communication skills.
• Empathy and active listening,…