Lead Senior Field Technician - Managed IT Services

Senior Field Technician

NerdsToGo of Chicago Downtown is hiring a senior field technician who will be the technical lead for our team. You will spend most of your week on-site with small-business clients in the Loop and surrounding neighborhoods: installing and troubleshooting business networks, wireless and workstations, finishing jobs in one visit, and leaving notes the next tech can act on. You will also be the escalation point for our Level 1 and Level 2 technicians, ride along on their harder jobs, and raise the standard of how we diagnose before we replace. This is a hands-on role for someone who has already done the work and can now teach it.

What You Will Do

• Serve as technical escalation for Level 1 and Level 2 technicians; review their diagnoses, coach them on site, and sign off on parts and replacement recommendations before they go to the client
• Perform on-site network installs and repairs: firewalls, switches, wireless access points, rack builds and cleanups
• Run site surveys and turn them into a parts list, tools list and scope the client approves before install day
• Verify before replacing: trace and test the link before calling hardware bad or recommending new work
• Administer Microsoft 365, Entra ID and Active Directory for client tenants; plan and execute migrations
• Work our PSA and RMM platforms daily: tickets closed with root cause, what was verified, what is open and what the next visit needs
• Scope and lead network and infrastructure projects end to end, including firewalls, VLANs, wireless and VPN
• Consult with clients in plain language on site, in store and by phone; manage key business accounts
• Conduct security and risk reviews for client environments and implement the fixes

Must Have

• 5+ years in IT support with at least 3 years on-site at client locations, in an MSP or field-service role
• On-site network installation experience you can describe job by job: firewalls, switches, wireless, racks
• Experience training, mentoring or acting as escalation for other technicians
• Working knowledge of Windows 10/11, Windows Server, macOS, Microsoft 365 administration, routers, firewalls, VLANs and wireless
• A record of staying: most roles in the last five years lasted 18 months or longer
• Valid driver's license, clean record, and the ability to lift and carry network equipment

Preferred

• Daily PSA and RMM use in a managed services environment
• Certification or daily hands-on work with business-grade firewalls and wireless systems
• Network+, Security+, CCNA, ACMT or equivalent
• PowerShell scripting

Benefits/Perks

• Opportunity to join an incredible company that values people and results
• Make a significant contribution to our history-making journey
• Be a part of a supportive and caring team that prioritizes learning and growth
• Competitive benefits, including health insurance, vacation, paid holidays, and commission opportunity
• Enjoy the variety and challenges that come with working in a dynamic and rapidly evolving field

Compensation: $32.00 - $40.00 per hour