IT Field Support Technician/ Junior/ Mid Level
Motion Recruitment Partners
IT Support Tech (Field)
Mint Hill, NC
Helpdesk Support
Overview
A leading Managed Service Provider (MSP) in the Carolinas is seeking an experienced and hardworking Field Support Technician. This MSP has been supporting the Charlotte area for nearly a decade and a half and has built a solid reputation for fast, friendly, and reliable support. The company offers a professional yet casual environment for its technicians and engineers, making it a fun and challenging place to showcase your current skills while continually learning, growing, and succeeding.
Field Support Technicians play a critical role in the company's continued success. In this role, you will be the first to aid clients with support calls that require hands-on service. Customer service and a positive attitude are paramount, along with a keen technical mind and the ability to diagnose and resolve issues quickly.
Responsibilities & Tasks
Customer Service Serve as the first point of contact for customers through our helpdesk via phone, email, or support ticket when not in the field. Delight clients with a friendly, timely, and professional experience. Provide on-site hardware maintenance and support. Travel onsite to deliver equipment and troubleshoot issues while building rapport with clients. Maintain company vehicle and exercise safety while driving. Use of Our Ticketing System Use our ticketing system to work on and resolve helpdesk tickets and field service requests. Manage and record all work through the ticketing system. Ensure client documentation is well maintained. Work closely with co-workers and the service coordinator to schedule on-sites and verify optimal support. Use of Our Monitoring & Management Tool Review the RMM dashboard and apply remediation actions as indicated by our processes. Review regularly scheduled/automated actions as indicated by our processes. Project Work Coordinate with senior engineers to help deliver project materials or support success either on-site or remotely. Occasionally work after normal business hours to complete project work as needed. Communication, Reporting & Risk Escalate tickets requiring senior engineer support based on internal escalation policies. Communicate to the client the status of their ticket at every step, notifying them of any changes or outages related to their issue. Identify, communicate, and mitigate potential risks to senior engineers while on-site or performing remote support as needed. Teamwork Follow the schedule provided by the Service Coordinator. Adhere to Standard Operating Procedures (SOPs) for daily/weekly recurring tasks. Follow all security procedures and maintain vigilance for security issues. Identify opportunities for improvement and make constructive suggestions for change. Contribute to the process of innovative change effectively. Undertake other duties as required by company executives or direct managers. Skills and Attributes
Required 2+ years' experience working either on a Helpdesk or as a field technician for an MSP/IT Support Business. CompTIA Certifications such as A+, Network+, Security+, and/or Server+ with relevant practical experience (1 valid and active certification minimum). The ability to solve a variety of IT issues both remotely and on-site. Excellent written and oral communication skills. Basic to intermediate understanding of AD, DNS, CLI. Intermediate understanding of support tools, techniques, and how technology is used to provide services. Intermediate understanding of operating systems, business applications, printing systems, and network systems. Intermediate diagnosis skills of technical issues related to end-user hardware, software, and network devices. Intermediate experience and understanding of structured cabling (tone & probe, Cat5e/Cat6 termination, patch panel punch down). Intermediate experience and knowledge of VoIP systems. Intermediate experience and knowledge of working with the Microsoft 365 Platform. Advanced experience installing and maintaining networking equipment. Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc.). The ability to keep up with and adapt to the fast-paced IT world. Driver's license. Nice to Have Experience using a Ticketing system/RMM Tool and PSA software. Experience working with any or all the following software/hardware: Standard Managed Services RMM and PSA tools. Understanding the OSI model, VLAN technology, and NAT configurations.
Perks Health/Dental/Vision after 90 days. PTO, sick leave, and bereavement after 90 days. Simple IRA with employee match after 90 days. Hourly paid after-hours support (in addition to your salary). Company laptop & use of company vehicles. Weekly stocked kitchens at all locations. An easy-going environment and culture (we all enjoy what we do). Company-paid training for CompTIA and other relevant certifications.
#LI-GA1
Mint Hill, NC
Helpdesk Support
Overview
A leading Managed Service Provider (MSP) in the Carolinas is seeking an experienced and hardworking Field Support Technician. This MSP has been supporting the Charlotte area for nearly a decade and a half and has built a solid reputation for fast, friendly, and reliable support. The company offers a professional yet casual environment for its technicians and engineers, making it a fun and challenging place to showcase your current skills while continually learning, growing, and succeeding.
Field Support Technicians play a critical role in the company's continued success. In this role, you will be the first to aid clients with support calls that require hands-on service. Customer service and a positive attitude are paramount, along with a keen technical mind and the ability to diagnose and resolve issues quickly.
Responsibilities & Tasks
Customer Service Serve as the first point of contact for customers through our helpdesk via phone, email, or support ticket when not in the field. Delight clients with a friendly, timely, and professional experience. Provide on-site hardware maintenance and support. Travel onsite to deliver equipment and troubleshoot issues while building rapport with clients. Maintain company vehicle and exercise safety while driving. Use of Our Ticketing System Use our ticketing system to work on and resolve helpdesk tickets and field service requests. Manage and record all work through the ticketing system. Ensure client documentation is well maintained. Work closely with co-workers and the service coordinator to schedule on-sites and verify optimal support. Use of Our Monitoring & Management Tool Review the RMM dashboard and apply remediation actions as indicated by our processes. Review regularly scheduled/automated actions as indicated by our processes. Project Work Coordinate with senior engineers to help deliver project materials or support success either on-site or remotely. Occasionally work after normal business hours to complete project work as needed. Communication, Reporting & Risk Escalate tickets requiring senior engineer support based on internal escalation policies. Communicate to the client the status of their ticket at every step, notifying them of any changes or outages related to their issue. Identify, communicate, and mitigate potential risks to senior engineers while on-site or performing remote support as needed. Teamwork Follow the schedule provided by the Service Coordinator. Adhere to Standard Operating Procedures (SOPs) for daily/weekly recurring tasks. Follow all security procedures and maintain vigilance for security issues. Identify opportunities for improvement and make constructive suggestions for change. Contribute to the process of innovative change effectively. Undertake other duties as required by company executives or direct managers. Skills and Attributes
Required 2+ years' experience working either on a Helpdesk or as a field technician for an MSP/IT Support Business. CompTIA Certifications such as A+, Network+, Security+, and/or Server+ with relevant practical experience (1 valid and active certification minimum). The ability to solve a variety of IT issues both remotely and on-site. Excellent written and oral communication skills. Basic to intermediate understanding of AD, DNS, CLI. Intermediate understanding of support tools, techniques, and how technology is used to provide services. Intermediate understanding of operating systems, business applications, printing systems, and network systems. Intermediate diagnosis skills of technical issues related to end-user hardware, software, and network devices. Intermediate experience and understanding of structured cabling (tone & probe, Cat5e/Cat6 termination, patch panel punch down). Intermediate experience and knowledge of VoIP systems. Intermediate experience and knowledge of working with the Microsoft 365 Platform. Advanced experience installing and maintaining networking equipment. Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc.). The ability to keep up with and adapt to the fast-paced IT world. Driver's license. Nice to Have Experience using a Ticketing system/RMM Tool and PSA software. Experience working with any or all the following software/hardware: Standard Managed Services RMM and PSA tools. Understanding the OSI model, VLAN technology, and NAT configurations.
Perks Health/Dental/Vision after 90 days. PTO, sick leave, and bereavement after 90 days. Simple IRA with employee match after 90 days. Hourly paid after-hours support (in addition to your salary). Company laptop & use of company vehicles. Weekly stocked kitchens at all locations. An easy-going environment and culture (we all enjoy what we do). Company-paid training for CompTIA and other relevant certifications.
#LI-GA1
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