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About the Role
We are recruiting for an established New York City managed services provider seeking a Field Technician to join their technical team. This client-facing IT support role involves providing remote and onsite support, troubleshooting issues, and serving as a trusted technical resource for end users.
Responsibilities
- Provide onsite and remote technical support to clients throughout New York City
- Troubleshoot Windows and macOS desktops, laptops, applications and peripherals
- Support Microsoft 365, Outlook, Teams, OneDrive and other business applications
- Perform Active Directory and Entra ID user administration, including account creation, password resets, permissions, groups and onboarding/offboarding
- Diagnose networking issues involving TCP/IP, DNS, DHCP, Wi-Fi, VPN connectivity and LAN environments
- Install, configure and troubleshoot desktops, laptops, printers, monitors, docking stations and other office technology
- Assist with workstation deployments, hardware refreshes and new-user setups
- Resolve issues remotely when possible and travel onsite when hands-on support is required
- Accurately document troubleshooting, resolutions and client environments in ticketing and documentation systems
- Escalate advanced issues to senior engineers while providing complete and useful technical information
- Communicate clearly with clients throughout the troubleshooting process and ensure they understand the status and resolution of their issue
- Work alongside senior engineers and gain exposure to more advanced systems, networking and infrastructure projects
Requirements
- Previous experience working for a Managed Services Provider (MSP) is required
- Approximately 2+ years of professional IT support, desktop support, help desk or field support experience
- Hands-on experience supporting Microsoft 365 and Active Directory / Entra ID environments
- Strong Windows desktop and laptop troubleshooting skills
- Working knowledge of networking fundamentals including TCP/IP, DNS, DHCP, VPNs, Wi-Fi, switches and routers
- Experience supporting users both remotely and face-to-face
- Experience with ticketing, PSA, RMM or documentation platforms such as ConnectWise, Autotask, HaloPSA, IT Glue, Datto or similar tools
- Ability and willingness to travel regularly to client sites throughout Manhattan
- Strong troubleshooting instincts and the ability to know when to resolve an issue independently versus escalate it
- Communicates clearly and professionally
- Enjoys working directly with people
- Can explain technical problems without unnecessary jargon
- Remains patient and composed with frustrated users
- Listens carefully before jumping to a solution
- Is comfortable interacting with executives and other high-level users
- Takes ownership of problems and follows through
- Understands that providing excellent IT support is as much about the user experience as the technical fix
Skills
- Microsoft 365
- Active Directory
- Entra ID
- Windows desktop troubleshooting
- macOS troubleshooting
- TCP/IP
- DNS
- DHCP
- VPN
- Wi-Fi
- LAN
- Ticketing systems
- PSA platforms
- RMM platforms
- Documentation platforms
- Microsoft Intune
- Exchange Online administration
- Group Policy
- Windows Server
- Network troubleshooting
- Switch configuration
- Firewall configuration
Location
- New York City / Manhattan
Work Type
- Full-Time
- Permanent
Experience Level
- 2+ years of professional IT support, desktop support, help desk or field support experience
Salary/Compensations
- Up to $65,000 annually
- USD 55000 - USD 65000 - yearly
Benefits
- Benefits
About the Company
- We are a boutique IT recruiting agency that strictly works with IT consulting companies and managed services providers.
- We place candidates on a permanent, full time basis (no contract or contract-to-hire positions).
Equal Opportunity
- All your information will be kept confidential according to EEO guidelines.