Field Technician

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. We pride ourselves on our commitment to excellence, innovation, and customer satisfaction. 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.

We are seeking a highly detail-oriented and technically capable Field Technician to support Harbor IT’s vNET Pod, focused on delivering reliable, high-performance voice and UCaaS solutions to strategic clients. This role works closely with vNET Client Success Managers, engineering teams, and vendors to ensure voice platforms, networks, and endpoints are deployed, optimized, and supported at the highest standard. The ideal candidate takes strong ownership of client environments, understands how technical performance impacts retention, and is motivated to grow into a senior voice and network specialist.

• Interface with multiple client organizations daily in on-site and hybrid environments.
• Represent Harbor IT’s vNET practice with professionalism and technical credibility.
• Support UCaaS and voice deployments, migrations, and upgrades.
• Assist with onboarding and stabilization of new voice clients.
• Provide on-site and remote support for escalations and complex issues.

• Support and troubleshoot voice platforms including Zoom Phone, Dialpad, Ring Central, Microsoft Teams Voice, and Intermedia.
• Assist with SIP trunking, number porting, call routing, IVR configuration, and E911 setup.
• Diagnose call quality issues related to QoS, ISP performance, switching, and endpoint configuration.
• Maintain LAN/WAN infrastructure, VLANs, firewalls, and routing equipment.
• Implement and document WAN connectivity and redundancy.
• Support server infrastructure, patching, backups, and maintenance.

• Manage and support Microsoft 365, Intune, and Azure AD environments.
• Troubleshoot Windows 10/11 and server operating systems.
• Maintain Active Directory, GPOs, and endpoint configurations.
• Support security platforms including Sentinel One, Threat Locker, N-able, and Duo.
• Perform vulnerability scans, backups, and recovery tasks.
• Maintain a security-first mindset in all client environments.

• Document network diagrams, voice configurations, and site standards.
• Maintain accurate records for porting, extensions, routing, and failover.
• Identify technical risks that may impact uptime, satisfaction, or renewals.
• Proactively upscale systemic issues to vNET leadership.
• Participate in post-incident reviews and remediation planning.

• Support ticket queue operations when not on-site.
• Meet or exceed SLA and response-time objectives.
• Collaborate with service desk and engineering teams on complex cases.
• Assist with after-hours maintenance and emergency response as needed.

• Strong attention to detail and pride in high-quality technical work.
• Ownership mentality: you follow issues through to resolution.
• Interest in building deep expertise in voice and UCaaS technologies.
• Ability to communicate clearly with clients and internal teams.
• Calm, structured approach in high-pressure situations.
• Curiosity and commitment to continuous technical growth.
• Strong customer-service mindset aligned with retention and reliability goals.

• Bachelor’s degree in Computer Information Systems, Information Technology, MIS, or related field (preferred).
• Minimum GPA of 3.0 (preferred).
• 3+ years in IT support, MSP, telecom, or professional services environments.
• Experience supporting multi-site client environments.

• UCaaS / Voice fundamentals (SIP, QoS, porting, routing, IVR).
• Networking: LAN/WAN, VLANs, switching, firewalls, SD-WAN.
• Microsoft 365, Intune, Azure AD
• Active Directory and Group Policy.
• Windows desktop and server troubleshooting.
• MFA and identity troubleshooting.
• Endpoint and security tooling.
• Strong customer-facing and documentation skills.
• MSP experience strongly preferred.
• Consulting or implementation experience a plus.

• Willingness to travel regularly to client sites.
• Flexibility for after-hours work and maintenance windows.
• Ability to support multiple clients and priorities simultaneously.
• Participation in on-call or escalation rotations as required.

35 - 41 USD per hour (Hybrid (Portland, Maine, US))