Field IT Technician

The Service Desk Department is the single point of contact for client IT issues, responsible for managing client expectations and delivering exceptional customer service. We are seeking a strong Tier 2-3 Service Desk/Field Technician to provide remote and on-site support for small and medium-scale enterprise business networks. This position requires travel to client sites within the Philadelphia, PA area (100% in the field), after-hours and/or weekend work as needed to meet client needs.

• Resolve 90-95% of tickets generated from clients, alarms, internally etc. within a set period of time
• Manage and follow daily schedule of dispatched tickets and projects
• Installation and Configuration of network devices (Switches, Firewalls, Wireless Access Points etc.)
• Administration and troubleshooting physical and virtual servers (DNS, DHCP, AD, Azure AD, Group policy etc.)
• Administration and troubleshooting of cloud solutions (Microsoft/Office 365, Google Workplace etc.)
• Follow ITIL/ISO based processes
• Meet Key Performance Indicators (KPIs) and Metrics
• Manage client expectations
• Identify patterns and issues in our process and delivery and provide recommendations for improvement and automation
• Identify and offer potential solutions for recurring issues
• Maintain internal and client documentation
• Escalate tickets to other service delivery areas as needed
• Cabling and network equipment installation
• Security Camera installation

• At least 1+ years in a service desk or field technician role
• Detail oriented
• Strong organization skills
• Strong troubleshooting skills
• A broad range of technology experience (Servers, Desktop, Printer, Security, Cloud Services, Networking Equipment etc.)
• Microsoft 365 and Google Workplace Administration
• Experience working in a high-paced service desk/help desk environment
• Experience in MSP environment preferred
• Must have reliable transportation

All your information will be kept confidential according to EEO guidelines.