Provide hands-on technical support of client systems during field visits or dispatches.
Troubleshoot hardware, software, Windows, Mac, iOS, and Android devices.
Manage user onboarding and offboarding processes, including new employee setup (PC, phone, mobile, cloud services).
Support audio/visual and conference room technology.
Perform on-site installation, repair, maintenance, and testing of systems.
Diagnose errors or technical problems and determine proper solutions.
Track issues, time, schedules, and escalations using Bit By Bit’s ticketing system.
Create and maintain documentation of IT processes and systems (ITGlue).
Track and maintain client IT hardware inventory.
Support network and server infrastructure, Active Directory, O365, Google Apps, Exchange, DNS, and backup software.
Administer antivirus and spam filtering solutions.
Support VMware, Vsphere, ESXi virtual servers.
Liaise with ISPs, vendors, and OEMs to resolve issues and facilitate service.
Act as remote hands for Level 3 engineers as needed.
Collaborate with technical team members and communicate via Microsoft Teams and email.
Follow company protocols and standard operating procedures.

Outstanding customer service and communication skills (interpersonal, oral, and written).
Comfort working with high-level executives and following through on requests.
Proficiency with Microsoft Suite; experience with MFA, SSO, Active Directory, and O365 preferred.
Strong troubleshooting and problem-solving ability.
Ability to build relationships and deliver outstanding client service.
Minimum 2 years’ experience in an MSP or similar IT support environment (1 year minimum for field tech).
Bachelor’s degree in a technical field, trade school education, or equivalent experience.
Valid U.S. driver’s license and reliable transportation required.
Microsoft and/or Apple certifications desirable but not required.
A professional, client-focused mindset and a commitment to exceptional service.
Additional Desirable Skills: Experience with Virtual Desktop Technologies (VMware, Hyper-V).

Field Technician/Help Desk Engineer

Key skills