Field Service Technician

As a Field Service Technician at an MSP, your role is to provide advanced technical support and on-site service to clients across diverse IT environments. You will act as both a first point of contact and an escalation resource, ensuring prompt, professional resolution of complex issues while maintaining high client satisfaction.

This position is based out of our Brockton, MA headquarters and is an on-site role when not deployed in the field.

• Respond to client inquiries via phone, email, and in person.
• Answer incoming phone calls and emails to initiate new service requests.
• Travel to client sites to diagnose and resolve hardware and network issues.
• Manage assigned tickets daily to meet SLA requirements.
• Accurately document all work performed and maintain detailed service records.
• Escalate unresolved issues to senior engineers in a timely manner.
• Provide best-in-class customer service and develop strong client relationships.
• Participate in team training and knowledge-sharing initiatives.
• Follow standardized ticketing, time entry, and escalation procedures.
• Ensure proper classification of work types and billing categories.

Reports to:

Helpdesk Team Lead

• Strong time management skills with the ability to manage multiple tasks.
• Excellent verbal and written communication skills.
• Team-oriented mindset with strong interpersonal skills.
• Intellectual curiosity and desire to continuously expand technical knowledge.
• Client-centric approach with strong empathy and expectation-setting skills.
• Self-starter mentality with initiative and solution-oriented thinking.

• Strong knowledge of computer hardware, software, and networking concepts.
• Analytical and logical troubleshooting approach.
• Experience with remote support tools and ticketing systems.
• Windows Server administration and virtualization (VMware/Hyper-V).
• Microsoft 365 administration including Azure, Entra, Intune, Teams, and SharePoint.
• Ability to troubleshoot firewalls, switches, and wireless access points.

• Customer-facing technical support experience with a focus on service excellence.
• Experience supporting clients in an MSP environment.
• Familiarity with Windows, Linux, and macOS systems.
• Experience troubleshooting servers and networking equipment.

• 3-5 years of diverse IT experience.
• High school diploma required.
• Bachelor's degree in IT or Computer Science preferred.
• Valid driver's license and U.S. citizenship.

• Be Reliable:
  Follow through, respond with urgency, and close the loop
• Show You Care:
  Build relationships, communicate clearly, and go the extra mile