27 Nov
Series Consulting
Haymarket
Position Summary
The IT Field Technician is responsible for providing hands-on, on-site technical support, installation, and maintenance for our clients' IT infrastructure and end-user devices. This role involves regular travel to client sites, acting as a crucial extension of the remote helpdesk team, and ensuring the smooth and reliable operation of physical IT assets. The ideal candidate must be highly personable, organised, and skilled at solving a variety of technical issues directly in the client setting.
Key Responsibilities
On-Site Support and Troubleshooting
- Travel to various client locations to perform Level 1 and Level 2 technical troubleshooting and repair of hardware, software, and basic networking issues.
- Diagnose and resolve physical hardware issues (desktops, laptops, servers, printers, and peripherals).
- Troubleshoot and maintain basic network connectivity, including routers, switches, Wi-Fi access points, and cabling, as directed by senior engineers.
- Resolve issues that require physical presence, such as swapping out faulty components, performing network cable testing, or setting up new workstations.
- Provide direct, user-friendly support to end-users, ensuring a positive and effective client experience.
Installation, Setup, and Deployment
- Perform the setup, deployment, and configuration of new workstations, monitors, mobile devices, and peripherals for client employees.
- Assist Systems Administrators and Project Managers with on-site project deployment, including server and network equipment rack-and-stack, and infrastructure upgrades.
- Install, configure, and update operating systems (Windows and macOS) and standard business applications (e.g., Microsoft 365/Office Suite).
- Execute physical installations of network devices (firewalls, switches) and coordinate necessary cabling.
Client Interaction and Documentation
- Act as the professional face of the MSP during all client interactions.
- Manage and update service tickets in the Professional Services Automation (PSA) system (e.g., HaloPSA) in real-time, documenting actions taken, resolution steps, and time spent.
- Adhere strictly to agreed-upon Service Level Agreements (SLAs) for on-site response and resolution times.
- Maintain accurate records of client inventory, physical network topology, and IT asset tagging.
- Communicate effectively with the remote Helpdesk team, escalating complex issues promptly and ensuring a seamless transition of support.
Required Qualifications and Skills
- Experience & Licensure:
- 2+ years of experience in an IT Support, Desktop Support, or Field Technician role.
- Valid Driver’s License and a reliable vehicle for travel to client sites.
- Experience working in a multi-client (MSP) environment is highly advantageous.
- Core Technical Skills:
- Strong working knowledge of Windows 10/11 operating systems, Microsoft Office 365 setup, and hardware troubleshooting.
- Fundamental understanding of networking concepts (TCP/IP, Wi-Fi, basic LAN/WAN troubleshooting).
- Familiarity with hardware installation, cabling standards, and basic network device configuration.
- Experience with Remote Monitoring and Management (RMM) tools.
- Soft Skills (Crucial for a Field Role):
- Exceptional customer service and communication skills; professional and patient demeanor.
- High degree of autonomy and accountability; ability to manage scheduled visits and unplanned call-outs effectively.
- Strong time management and organisational skills to handle a busy travel schedule.
Desirable Qualifications (Bonus Points)
- Relevant industry certifications (e.g., CompTIA A+ or Network+, Microsoft 365 Fundamentals).
- Prior experience with common MSP tools (e.g., ConnectWise, Autotask, Datto RMM).
- Experience with VoIP phone system installation or basic maintenance.
- Basic Mac OS troubleshooting experience.
Job Type: Full-time
Pay: $40.00 – $80.00 per hour
Work Location: In person
📌 Field Technician (Holiday Casuals) (Haymarket)
🏢 Series Consulting
📍 Haymarket
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