IT Field Support Technician; Managed Service Provider

Description

The Field Support Technician will be responsible for providing on‑site technical support to BCS
365 clients. Your primary objective will be to resolve complex technical issues that cannot be addressed remotely, ensuring minimal downtime and maximum client satisfaction. This role requires strong technical expertise, excellent problem‑solving abilities, and exceptional customer service skills. The technology includes, but is not limited to, enterprise desktop systems, collaboration tools, cloud applications, cloud security, AD services, and network components.

• Department:
  Field Services
• Location:
  
  BCS
  365 - Rockland, MA
• Compensation: $30.00 - $38.00 / hour

• Must be authorized to work in the U.S.
• This is a full‑time, direct‑hire position.
• Schedule:
  
  Monday - Friday, 7:00 AM - 4:00 PM (ET). Start/end times may vary due to client needs.
• Must be able and willing to commute daily to Rockland, MA office.
• Company vehicle use permitted for on‑site support in Cambridge, MA 3 days per week, along with on‑site support for other clients as needed.
• Valid Driver's License required.
• Compensation Disclaimer
  :
  The pay range listed for this position is based on market data and reflects the company’s good faith estimate of what it reasonably expects to pay. Actual compensation may vary depending on geographic location, relevant experience, and other job‑related factors. This range also accounts for potential growth and progression within the role. Final compensation will be determined after a successful interview process and may be discussed in more detail during later stages.

The position will provide field service support and consultation such as testing and troubleshooting, provide the best technical solution to solve the customer issue, and complete assigned jobs with assistance from lead technicians.

• On‑site Technical Support:
  Respond to client requests for on‑site assistance promptly and professionally. Travel to client locations within a day's notice to provide level 2 technical support.
• Provide on‑site meeting support:
  Assist with the smooth running of events, including setting up equipment, managing logistics, troubleshooting technical issues, and supporting attendees.
• Provisioning:
  Set up IT systems, including new user accounts and hardware replacements.
• Video Conferencing Support:
  Troubleshoot, diagnose, and maintain video conferencing rooms on‑site.
• Troubleshooting and Issue Resolution:
  Diagnose and resolve complex hardware, software, and network‑related issues faced by clients.
• Incident Management:
  Log, track, and update all support incidents in a timely manner using Service Now.
• Hardware and Software Installations:
  Perform installations, upgrades, and configuration of computer hardware, software, and peripheral devices at client sites.
• Network Infrastructure Support:
  Assist with the setup, maintenance, and troubleshooting of client network infrastructure, including routers, switches, and firewalls.
• Client Communication:
  Establish and maintain positive relationships with clients, providing regular status updates.
• Documentation and Knowledge Sharing:
  Create and maintain technical documentation, SOPs, troubleshooting guides, and knowledge‑base articles. Share knowledge and provide training as needed.
• Adherence to Policies and Procedures:
  Follow established protocols, security guidelines, and SLAs when performing duties. Comply with company policies related to information security and data protection.

• Provide Information Technology Support (ITS) relating to desktop technical issues involving Microsoft’s core business applications, operating systems for PC (Windows 7+), MAC (OS X), and peripherals.
• Function as the first point of contact for all types of service requests.
• Required to be on Phone Support when not actively working a case or at a client’s location.
• Process service requests as they arrive through direct customer call or other communication vehicle.
• Process service requests includes:
  • Create new cases in the ticketing system:
    Obtain and evaluate all relevant information.
  • Self‑assign incoming…