IT Field Technician

**About Us**:
We are a well-established Managed Service Provider (MSP) based in Perth, Australia, delivering reliable IT solutions and support to a diverse range of clients. Our commitment to innovation and exceptional customer service drives us to grow our talented team.

We are currently looking for a skilled **IT Field Technician** to join our dynamic team and contribute to our mission of providing seamless IT support.

**About the Role**:
As an IT **Field Technician**, you will play a critical role in supporting our clients on-site, providing technical assistance and ensuring their IT systems run smoothly. This role requires a hands-on approach to resolving technical issues, managing hardware and software, and performing on-site maintenance to enhance our clients’ IT infrastructure.

You will be reporting directly to the Principal Consultant and will be responsible for troubleshooting, maintaining, and supporting client systems both remotely and through onsite visits, based on the needs of the business.

You will also have the opportunity to help shape solutions for client IT environments and ensure customer satisfaction through excellent service delivery.

**Key Duties & Responsibilities**:

- **On-site IT Support**: Provide high-quality, hands-on technical support and troubleshooting for client systems, including hardware, software, and network issues.
- **System Maintenance**: Conduct regular system checks, updates, and proactive maintenance to ensure client systems are secure, optimized, and running smoothly.
- **Hardware Setup & Configuration**: Install, configure, and troubleshoot computers, printers, networking devices, and other IT equipment for clients on-site.
- **Network Support**: Assist with configuring and maintaining network infrastructure, including firewalls, switches, routers, VPNs, and other devices.
- **Client Documentation**: Maintain accurate documentation of client configurations, procedures, and support actions taken to ensure smooth service delivery and efficient troubleshooting.
- **Troubleshooting and Escalation**: Identify, diagnose, and resolve client issues on-site; escalate issues as needed based on severity and complexity.
- **Security & Compliance**: Support clients in maintaining security protocols, conducting system audits, and ensuring compliance with relevant industry standards.
- **Client Relations**: Foster strong relationships with clients through excellent customer service, providing clear communication and timely resolution of issues.
- **RMM System & Automation**: Help develop and implement automations for regular maintenance and remediation tasks through RMM (Remote Monitoring and Management) tools.
- **Other IT Tasks**: Assist with server installations and updates, VoIP configurations, DNS management, and other IT tasks as required.

**Skills and Qualifications**:

- **Relevant Qualifications**: Diploma, Degree, or industry-recognized certification in IT (or equivalent practical experience).
- **Experience**: Minimum 2 years’ experience in a field technician or similar role within a Managed Service Provider environment.
- **Technical Expertise**: Solid understanding of Windows and Mac systems, networking fundamentals, and IT hardware.
- **Communication Skills**: Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical clients.
- **Tools Familiarity**: Experience with MSP tools such as HaloPSA, Hudu, and NinjaOne is beneficial.
- **Problem Solving**: Strong troubleshooting and problem-solving skills, particularly in a fast-paced environment.
- **Adaptability**: Ability to work independently, manage time effectively, and handle multiple tasks simultaneously.
- **Customer-Centric**: Focused on delivering high-quality service and fostering positive client relationships.
- **Certifications**: Microsoft 365 Administrator or other relevant certifications are a plus.
- **Additional Experience**: Experience with network administration, DNS management, and security monitoring is an advantage.

**Additional Requirements**:

- **Availability**: Willingness to travel and perform regular client site visits around the metro area.
- **Flexible Hours**: Some after-hours work may be required depending on client needs.
- **Residency**: Applicants must reside in Perth, WA, as the role requires regular on-site visits.
- **Home Office**: A dedicated home office setup with reliable internet is essential for the role.

**What’s On Offer**:

- **Competitive Salary**: Based on experience and qualifications.
- **Company Benefits**: Laptop, mobile phone, and vehicle provided for client site visits.
- **Career Development**: Opportunities for training and career growth with access to ongoing certifications.
- **Flexible Work**: Work from home options with the flexibility to manage your schedule.
- **Supportive Environment**: Join a dynamic, innovative team with a focus on continuous learning and development.

**Location**:
This role