IT Field Technician - Managed Services

The kind of person we’re looking for

Do you enjoy solving problems and taking pride in helping people? When something breaks, is your first instinct to understand the situation before jumping to a solution?

Do you listen carefully, think logically, and work through problems you may not have seen before? When you don’t immediately know the answer, do you stay calm, ask the right questions, and figure out the next best step?

Do you care about doing the right thing? Are you comfortable representing a company in front of customers and handling yourself professionally?

Do you enjoy working independently while still being part of a team? Do you know when to take ownership of an issue and when it’s time to ask for help - after you’ve taken the initiative to troubleshoot?

Are you someone who wants to learn, improve, and become better at your craft over time (not just technically, but in how you communicate and support others)?

If these questions resonate with you, you’ll likely feel at home at Infin

IT.

As a Field Technician at Infin

IT, you’ll spend most days supporting customers onsite in the Cleveland area. When you’re not onsite, you’ll provide remote support from our Cleveland office and assist with service requests alongside our service and engineering teams.

Your workload will be managed by our Service Coordinator, but you’ll be trusted to manage customer interactions professionally, empathetically, and responsibly. You are the face of Infin

IT when you’re in front of customers, and how you show up matters.

This is a hands‑on, client‑facing role where technical skill and human skill carry equal weight.

• Customers feel heard, respected, and supported
• You approach unfamiliar problems methodically and logically
• Issues don’t bounce back because they were rushed or poorly understood
• You take initiative before escalating, but escalates appropriately when needed
• You represent Infin
  
  IT with professionalism, calm confidence, and approachability
• You work well with teammates and contribute positively to the group

• Troubleshoot and resolve desktop, application and basic infrastructure issues
• Hardware installations (computers and infrastructure)
• Communicate clearly with customers about problems, progress, and next steps
• Document work performed in our ticketing system accurately and thoroughly
• Collaborate with engineers, service desk staff, and leadership when issues require escalation
• Participate in a weekly on‑call rotation

You don’t need to know everything, but you do need a strong foundation and the ability to logically work through issues.

• 2+ years of Windows desktop troubleshooting experience
• Basic Windows Server concepts, including Active Directory
• Basic networking knowledge (firewalls, switches, access points)
• Microsoft 365 (user support, Outlook, Teams, One Drive, SharePoint basics)
• Basic VoIP troubleshooting

• CompTIA A+, Network+, Security+ certifications
• Experience troubleshooting macOS systems
• Basic understanding of Azure environments

• Logical, structured problem‑solving skills
• Willingness to learn and grow beyond current knowledge
• Clear written and verbal communication
• Strong listening skills and empathy for end users

• Primarily onsite at customer locations, with office‑based remote support when not onsite
• Regular local travel within Cleveland and the surrounding area
• Part of a collaborative service and engineering team
• Occasional after‑hours work, but not the norm

• Medical, Dental, and Vision insurance
• 401k plan
• Mileage reimbursement for travel to customer sites