Field Service Technician

About the Role

A dynamic field role blending client interaction with practical problem-solving. Based in Midtown Manhattan, you’ll service client sites across Manhattan, Queens, Brooklyn, and occasionally Greenvale, NY. Approximately 50% of your time will be spent in the field delivering in-person IT support, resolving technical issues, and assisting with client infrastructure projects.

Responsibilities

• Provide onsite and remote Level 1/2 support for client environments
• Troubleshoot and resolve issues related to:
  • Workstations and laptops
  • Microsoft 365 and user account issues
  • Printers and peripheral devices
  • Basic server and line-of-business application issues
  • Network connectivity, wireless access, and firewall-related concerns
• Travel to client sites to perform technical support, remediation, deployment, and installation work
• Assist with workstation setups, user onboarding/offboarding, hardware replacements, and office IT moves
• Support onsite project tasks such as:
  • Network equipment installations and replacements
  • Firewall and switch swaps
  • Wireless deployments
  • Endpoint deployments and refreshes
  • Basic server and infrastructure upgrades
• Escalate complex issues appropriately to senior engineers or project resources
• Clearly communicate progress, blockers, and technical findings to internal teams and client contacts
• Document work performed, technical findings, and client environment details in IT Glue
• Use Halo PSA for ticket management, time entry, and work tracking
• Use Ninja RMM for remote access, monitoring, and endpoint support
• Maintain professionalism and strong customer service while representing the company onsite
• Be flexible with schedule requirements, as some after-hours or early-morning work may be required for client needs or maintenance windows

Requirements

• Strong troubleshooting skills and comfort working independently in the field
• Clear communication with both end users and internal technical teams
• Organized, reliable, and detail-oriented
• Comfort balancing reactive support work with scheduled onsite tasks
• Enjoy working directly with clients and providing a high level of service
• Ability to adapt to different client environments and technologies quickly
• Understand when to resolve issues independently and when to escalate
• Strong foundational knowledge of Microsoft and networking technologies
• Interest in long-term technical growth
• Strong documentation and communication skills
• Valid driver’s license and ability to travel to client locations as needed

Qualifications

Preferred Experience:

• 2+ years of experience in a managed services, field support, or IT support role
• Experience supporting:
  • Microsoft 365
  • Windows 10/11
  • Windows Server
  • Basic Azure and Entra ID environments
  • Network infrastructure including switches, firewalls, and wireless
• Familiarity with technologies such as:
  • SonicWall
  • Meraki
  • UniFi
  • Ruckus
• Experience with IT documentation platforms and PSA/ticketing systems

Helpful Certifications (not required):

• Microsoft (AZ-104, AZ-800, MD-102, SC-300)
• Cisco CCNA or equivalent
• SonicWall SNSP or Fortinet NSE 5
• VMware VCP
• Google Workspace Administrator

Schedule

Monday through Friday, 9:30 AM - 6 PM EST, with occasional after-hours work as needed for client needs or maintenance windows.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance