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Field Service IT Technician

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 on the lookout for a dedicated and skilled Field Service IT Technician.

With over 15 years of experience in delivering exceptional support in the Charlotte region, BrightFlow has established a reputation for providing prompt, friendly, and dependable service.

Our unique blend of professional support and a relaxed atmosphere allows our technicians and engineers to thrive, showcasing their expertise while continuously learning and advancing their careers.

The role of our Field Service IT Technicians is vital to our ongoing success. These technicians will be the primary point of contact for clients requiring hands-on assistance.

A strong emphasis on customer service, a positive demeanor, and a sharp technical acumen are essential for swiftly diagnosing and resolving client issues.


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

Maintain the 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.
  • Document and manage all work through our ticketing system.
  • Ensure 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
  • Analyze the RMM dashboard and implement remediation actions as per our established processes.
  • Regularly review scheduled and automated actions as indicated by our protocols.
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 hours to complete project tasks as necessary.
Communication & Reporting
  • Escalate tickets requiring senior engineer intervention according to internal escalation guidelines.
  • Keep clients informed about the status of their tickets throughout the process, including any changes or outages related to their issues.

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

Team Collaboration
  • Adhere to the schedule provided by the Service Coordinator.
  • Follow Standard Operating Procedures (SOPs) for daily and weekly tasks.
  • Comply with all security protocols and maintain vigilance for security concerns.
  • Recognize opportunities for improvement and propose constructive changes.
  • Actively contribute to the process of innovative change.

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


Qualifications
Essential Skills
  • 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 technology applications.
  • 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 clean workstation setups (organized cable management for end-user devices such as computers, monitors, printers, etc.).
  • Ability to adapt to the fast-paced IT landscape.

Must possess a valid driver's license.

Preferred Skills
  • 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 access to company vehicles.
  • Weekly stocked kitchens at all locations.
  • A relaxed and enjoyable work culture.
  • Company-sponsored training for CompTIA and other relevant certifications.