Field Technician

I can certainly help you with that. The Field Technician is a vital role in a Managed Service Provider (MSP), combining technical skills with essential customer-facing responsibilities. They are the physical link between the remote support team and the client's hands-on infrastructure.

Here is a comprehensive job description template for an Field Technician at a Managed Service Provider.

Field Technician Job Description

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 environment.

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: $58,592.19 – $111,491.20 per year

Work Location: In person