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Field Technician

Field Technician

Progressive Computing IncCT, CT, USA
9 days ago
Job type
  • Full-time
  • Quick Apply
Job description

POSITION SUMMARY

In Person -The Field Technician provides onsite technical support to clients, performing installation, configuration, maintenance, and troubleshooting of hardware, software, and networking systems. Field Technicians ensure professional, timely, and high-quality service delivery in alignment with service level agreements (SLAs). This position offers a structured path for advancing technical expertise and responsibilities over time, with opportunities to take on more complex assignments and grow into senior technical roles within the organization.

QUALIFICATIONS

  • Education / Certifications

a. Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field

(preferred)

b. Certifications such as CompTIA A+, Network+, Microsoft MCSA, CCNA, or equivalent technical

certifications are a plus but not required

  • Work Experience

    • a. Level 1 : 0-2 years of technical support or IT-related experience; internships or equivalent hands-on

    learning acceptable

    b. Level 2 : 2-4+ years of field or technical support experience, preferably within an MSP or IT services

    environment

  • Skills or Abilities

    • a. Strong customer service and communication skills

    b. Ability to work independently and manage time effectively while traveling between client locations

    c. Proficiency in diagnosing and resolving technical issues quickly and efficiently

    d. Familiarity with PSA / RMM tools and documentation practices

    e. Ability to lift and transport equipment as required for installations and repairs

  • Must possess a valid driver's license and have reliable access to a personal vehicle for travel to client sites
  • Ability to lift and transport equipment, up to 40lbs., as required for installations and repairs

    • ACCOUNTABILITIES

  • Provide onsite installation, configuration, and troubleshooting of hardware, software, and

    • networking equipment.

  • Perform onsite diagnostics and repairs for service tickets appropriate to skill level.
  • Assist in implementing infrastructure and project work at client sites.
  • Ensure all work is documented accurately in the PSA system, including time entries and resolution

    • notes.

  • Maintain strong communication with the Service Desk and Project Teams to ensure alignment of

    • client needs and updates.

  • Conduct preventive maintenance visits and site inspections to identify potential issues before they

    • become service-impacting.

  • Maintain a professional demeanor and appearance while representing the company at client

    • locations.

  • Adhere to safety protocols and company policies while working onsite.

    • PERFORMANCE METRICS

    In addition to the standard HR performance metrics, this position will be rated according to the following criteria :

  • SLA adherence for onsite ticket resolution
  • Customer satisfaction ratings for onsite visits
  • Accuracy and timeliness of documentation in PSA system
  • First-visit resolution rate
  • Number of repeat issues from serviced equipment
  • Skill development progress toward Level 3 (Primary Technician) competencies

    • Level Differentiation :

  • Level 1 - Entry Level :
  • Handles routine onsite support tasks, such as workstation setups, basic networking troubleshooting, and

    • peripheral installations.

  • Escalates complex technical issues to Level 2 or Primary Technician.
  • Works under close supervision with structured assignments.
  • Focus on developing core technical skills and understanding company processes.
  • Level 2 - Intermediate :
  • Handles more complex onsite technical tasks, including server and network equipment troubleshooting,

    • advanced workstation issues, and on-premises system integrations.

  • Assists with project-related tasks and may lead smaller onsite initiatives.
  • Provides mentorship to Level 1 Field Technicians.
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    Field Technician • CT, CT, USA