Onsite IT Support Tech

Overview

Bright Flow Technologies, one of the Carolinas’ premier MSPs, seeks an experienced and hardworking Field Support Technician. With nearly a decade and a half of service in the Charlotte area, we pride ourselves on fast, friendly, reliable support in a casual yet professional environment.

• Serve as the first point of contact for customer support via phone, email, or ticketing system when not in the field.
• Provide friendly, timely, and professional service to clients.
• Perform on‑site hardware maintenance and support, traveling to client sites and troubleshooting equipment.
• Maintain company vehicle and observe safety while driving.
• Use our ticketing system to manage, resolve, and document helpdesk tickets and field service requests.
• Review and act on RMM dashboards and scheduled automation actions to apply remediation.
• Coordinate with senior engineers on project delivery, both onsite and remotely.
• Escalate tickets to senior engineers based on internal policies.
• Communicate ticket status to clients, notifying them of changes or outages.
• Identify and mitigate potential risks during on‑site or remote support.
• Follow schedules, SOPs, security procedures, and continuous improvement initiatives.
• Undertake additional duties as directed by executives or managers.

• 2+ years of experience as a helpdesk or field technician in an MSP or IT support role.
• Valid CompTIA certification (A+, Network+, Security+, or Server+) or equivalent.
• Ability to resolve IT issues remotely and on‑site.
• Excellent written and oral communication skills.
• Basic to intermediate knowledge of AD, DNS, and CLI.
• Intermediate understanding of support tools, operating systems, business applications, printing and network systems.
• Intermediate diagnosis skills for end‑user hardware, software, and network devices.
• Intermediate experience with structured cabling, VoIP systems, and Microsoft 365 platform.
• Advanced experience installing and maintaining networking equipment and clean workstation installations.
• Ability to adapt to a fast‑paced IT environment.
• Valid driver’s license.

• Experience with ticketing systems, RMM tools, and PSA software.
• Knowledge of OSI model, VLAN technology, NAT configurations.
• 3CX experience.

• Health, dental, and vision insurance after 60 days.
• Paid time off, sick leave, and bereavement after 60 days.
• Simple IRA with employee match after 60 days.
• Hourly paid after‑hours support.
• Company laptop and vehicle use.
• Weekly stocked kitchens at all locations.
• Easy‑going work culture.