Field Service IT Technician

2 weeks 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 Support Technician.

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

Our blend of professional service and a relaxed atmosphere allows our technicians and engineers to thrive, showcasing their skills while continuously learning and evolving.

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

Exceptional customer service and a positive demeanor are essential, along with strong technical abilities to swiftly diagnose and resolve 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 in the field.
  • Provide clients with a friendly, 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.
  • Document and manage all work through our ticketing system.
  • Ensure thorough maintenance of client documentation.

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

Monitoring and Management Tools
  • Regularly review the RMM dashboard and implement remediation actions as per our protocols.
  • Monitor scheduled and automated actions as indicated by our processes.
Project Coordination
  • 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 and Reporting
  • Escalate tickets requiring senior engineer intervention according to internal policies.
  • Keep clients informed about the status of their tickets, including any changes or outages related to their issues.

Identify, communicate, and mitigate potential risks to senior engineers while on-site or providing 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 procedures and maintain vigilance for security issues.
  • Identify opportunities for improvement and propose constructive changes.
  • Actively contribute to innovative processes.

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


Qualifications
Required Skills
  • Minimum of 2 years of 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).
  • Ability to troubleshoot a variety of IT issues both remotely and on-site.
  • Strong 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, VoIP systems, and the Microsoft 365 Platform is preferred.

  • Advanced experience in installing and maintaining networking equipment.
  • Advanced skills in creating organized workstation setups (including cable management for end-user devices).
  • 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 use of company vehicles.
  • Weekly stocked kitchens at all locations.
  • A relaxed and enjoyable work culture.
  • Company-sponsored training for CompTIA and other relevant certifications.

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