Field Support Technician

Responsibilities

• Provide hands-on technical support at client sites across hardware, software, and network environments
• Provide initial communication and triage for complex issues, escalating to senior engineering teams in a timely manner
• Manage multiple active client issues simultaneously, prioritizing effectively to meet client response and resolution targets
• Identify and communicate recurring issues or site conditions to internal teams
• When not deployed to client sites, provide remote technical support including handling tickets, responding to service requests, and assisting with equipment staging and preparation
• Represent Aqueity professionally in every client interaction; conduct, communication, and responsiveness directly reflect on the company
• Accurately document troubleshooting steps, resolutions, and time entries within the ticketing system
• Keep clients informed on issue status, timelines, and next steps in clear, non-technical language

Requirements

• Minimum of high school diploma required
• 2+ years of experience in an end-user technical support role or equivalent combination of education and experience
• Proficiency with Windows operating systems, Microsoft 365, Active Directory, TCP/IP, DNS, DHCP, common business applications, printers, VoIP systems, and wireless networks
• Basic understanding of cybersecurity best practices and awareness of common threats
• Strong organizational and time management skills with the ability to handle multiple priorities simultaneously
• Excellent verbal and written communication skills with a customer-focused mindset
• Ability to maintain professionalism and composure in high-pressure or time-sensitive situations
• Ability to occasionally lift and transport IT equipment up to 50 lbs.
• Valid driver's license and reliable personal vehicle required
• Experience with ConnectWise, Kaseya, or similar RMM/PSA platforms
• Familiarity with firewalls, networking equipment, and cybersecurity tools
• Familiarity with Azure or cloud-based environments
• CompTIA A+, Network+, Security+, or Microsoft certifications
• Experience working with an MSP or IT consulting firm

Qualifications

• Competitive salary based on experience
• Health, dental, and vision insurance
• Performance-based bonuses and incentives
• Supportive and collaborative work culture
• Professional growth and advancement opportunities
• On-the-job training and mentorship