Field Support Technician; Level 1

About the Role

One Tech
360 is seeking a motivated, customer-focused, and technically skilled Field Support Technician (Level 1/2) to join our growing Managed Services team.

This role combines remote support, onsite troubleshooting, project implementation, and customer service. You will support small and mid‑sized businesses across a variety of industries, including legal, financial, healthcare, nonprofit, and professional services.

The ideal candidate has strong Windows and Microsoft 365 experience, enjoys solving technical problems, and is comfortable working independently at client locations while maintaining excellent communication with both end users and internal teams.

• Provide Level 1 and Level 2 technical support remotely and onsite.
• Troubleshoot and resolve Windows 10 and Windows 11 workstation issues.
• Support Microsoft 365 environments, including Outlook, Teams, One Drive, SharePoint, Exchange Online, and user account administration.
• Support printers, scanners, mobile devices, and peripheral hardware.
• Perform user onboarding and offboarding activities.
• Configure and deploy new workstations and laptops.
• Assist users with password resets, MFA enrollment, and account access issues.

• Troubleshoot: Network connectivity issues
• Wireless networking problems
• VPN connectivity
• Firewall‑related issues
• Internet service interruptions

• Travel to client locations to perform technical support visits, hardware deployments, equipment installations, and infrastructure upgrades.
• Assist senior engineers with project implementations and migrations.
• Support Microsoft 365 migrations, workstation refreshes, and cloud initiatives.

• Accurately document troubleshooting steps, resolutions, and environment details.
• Maintain technical documentation within IT Glue.
• Manage tickets, time entries, and work logs within Autotask.
• Follow established escalation procedures when issues exceed scope or expertise.

• Deliver a professional and positive support experience.
• Communicate clearly with technical and non-technical users.
• Provide timely updates regarding open issues and project status.
• Represent One Tech
  360 professionally while working onsite at client locations.

• 2+ years of experience in IT support, field services, or managed services.
• Strong troubleshooting skills across Windows desktop environments.
• Experience supporting Microsoft 365 environments.
• Experience using ticketing systems and maintaining technical documentation.
• Strong organizational, communication, and customer service skills.
• Ability to work independently and manage multiple priorities.
• Reliable transportation and a valid driver's license.

• Active Directory
• Microsoft Entra  (Azure AD)
• Exchange Online
• Microsoft Teams
• SharePoint Online

• TCP/IP
• DNS
• DHCP
• Wireless networking
• VPN technologies

• Previous experience working for a Managed Service Provider (MSP) is strongly preferred.
• Supporting multiple clients and environments simultaneously.
• Managing ticket queues and service level agreements (SLAs).
• Accurately documenting technical work.
• Balancing reactive support with project work.
• Communicating effectively with a wide variety of end users and business stakeholders.

• Experience with one or more of the following technologies:
  Datto RMM, Autotask PSA, IT Glue, Sonic Wall, Meraki, Uni Fi, Microsoft Intune, Windows Server, Endpoint Detection & Response (EDR), Managed Detection & Response (MDR), Email security platforms.

• Successfully manage Level 1 and Level 2 support tickets independently.
• Complete onsite support visits with minimal supervision.
• Maintain accurate ticket documentation and time entries.
• Deliver a consistently high level of customer service.
• Demonstrate strong troubleshooting and escalation practices.
• Become familiar with client environments, tools, and company processes.

• Monday – Friday
• 8:30 AM – 5:30 PM
• Occasional evening, weekend, or early-morning work may be required for maintenance windows, projects, and emergency support.

• Competitive Salary
• 401(k)
• 401(k) Matching
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Paid Time Off
• Parental Leave
• Professional Development Assistance
• Certification Reimbursement
• Referral Program