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Field IT Support Specialist

2 months ago

Mint Hill, North Carolina, United States BrightFlow Technologies Full time
Job Overview

Position Summary
BrightFlow Technologies, a leading Managed Service Provider in the Carolinas, is in search of a dedicated and skilled Field IT Support Specialist.

With over a decade of service in the Charlotte region, BrightFlow Technologies has established a reputation for delivering prompt, friendly, and dependable support.

Our blend of professional service and a relaxed atmosphere for our technicians fosters an engaging environment where you can enhance your skills while continuing to learn and thrive.

The role of Field IT Support Specialist is vital to our ongoing success. These specialists are the first responders to client support requests that necessitate hands-on assistance.

A strong focus on customer service and a positive demeanor are essential, along with a sharp technical acumen to swiftly diagnose and resolve client issues.


Key Responsibilities
Customer Interaction
  • Serve as the initial point of contact for clients through our helpdesk, whether via phone, email, or support ticket when not in the field.
  • Provide clients with a pleasant, timely, and professional experience.
  • Conduct on-site hardware maintenance and support.
  • Travel to client locations to deliver equipment and troubleshoot issues while fostering positive relationships.

Maintain company vehicle and adhere to safety protocols while driving.

Ticketing System Management
  • Utilize our Ticketing System to address and resolve helpdesk tickets and field service requests.
  • Keep thorough records of all work through our ticketing system.
  • Ensure that client documentation is accurately maintained.

Collaborate closely with colleagues and the service coordinator to schedule on-site visits and confirm optimal support.

Monitoring & Management Tools
  • Regularly review the RMM dashboard and implement remediation actions as per our established processes.
  • Monitor scheduled/automated actions as indicated by our procedures.
Project Collaboration
  • Work alongside senior engineers to assist in delivering project materials or support, either on-site or remotely.
  • Be available to work outside of regular business hours to complete project tasks as necessary.
Communication & Reporting
  • Escalate tickets requiring senior engineer assistance according to internal escalation protocols.
  • Keep clients informed about the status of their tickets throughout the process, notifying them of any changes or outages related to their issues.

Identify, communicate, and mitigate potential risks to senior engineers while on-site or providing remote support as needed.

Team Collaboration
  • Adhere to the schedule provided by the Service Coordinator.
  • Follow Standard Operating Procedures (SOPs) for daily and weekly recurring tasks.
  • Comply with all security procedures and maintain vigilance for security issues.
  • Recognize opportunities for improvement and offer constructive suggestions for change.
  • Contribute effectively to the process of innovative change.

Perform additional duties as assigned by company executives or direct managers.


Required Skills and Qualifications
  • Minimum of 2 years' experience in a Helpdesk or field technician role within a Managed Service Provider (MSP) or IT Support environment.
  • Relevant CompTIA Certifications such as A+, Network+, Security+, and/or Server+ with practical experience (at least one valid and active certification required).
  • Proficient in resolving a variety of IT issues both remotely and on-site.
  • Excellent written and verbal communication skills.
  • Basic to intermediate knowledge of Active Directory, DNS, and Command Line Interface.
  • Intermediate understanding of support tools, techniques, and the application of technology in service delivery.
  • Intermediate knowledge of operating systems, business applications, printing systems, and network systems.
  • Intermediate diagnostic skills for technical issues related to end-user hardware, software, and network devices.

Intermediate experience with structured cabling (tone & probe, Cat5e/Cat6 termination, patch panel punch down) and VoIP systems.

  • Intermediate experience with the Microsoft 365 Platform.
  • Advanced skills in installing and maintaining networking equipment.
  • Advanced experience in creating organized workstation setups (including tidy cable management for end-user devices such as computers, monitors, and printers).
  • Ability to adapt to the fast-paced IT landscape.

Must possess a valid driver's license.

Preferred Qualifications
  • Familiarity with Ticketing systems, RMM Tools, and PSA software.
  • Experience with standard Managed Services RMM and PSA tools.
  • Understanding of the OSI model, VLAN technology, and NAT configurations.

Benefits
  • Health, Dental, and Vision insurance after 90 days.
  • Paid Time Off (PTO), sick leave, and bereavement leave after 90 days.
  • Simple IRA with employee matching after 90 days.
  • Hourly compensation for after-hours support in addition to salary.
  • Company laptop and use of company vehicles.
  • Weekly stocked kitchens at all locations.
  • A relaxed work environment and culture that promotes enjoyment in our work.
  • Company-sponsored training for CompTIA and other relevant certifications.