Field Support Technician

Job Description

Job Description

About This Role

VXIT is looking for a Field Support Technician who thrives on variety, works well under pressure, and genuinely enjoys being the person who shows up and solves the problem. This role is the tip of the spear for on-site work — you are the first person through the door when something goes wrong at a client site, and clients will look to you for calm, competent leadership in the moment.

This is not a desktop setup role. While deskside support is part of the job, you need to be technically capable of triaging server and network outages, coordinating with the team behind you, and keeping the situation moving until it is resolved. When there is no field work scheduled, you are in the office working tickets alongside the rest of the team — this is a full-time technical contributor, not a part-time driver.

A company vehicle is provided for field travel. The right person for this role is versatile, client-ready, and takes ownership from the moment they walk through a client's door.

Roles & Responsibilities

On-Site Incident Response

• Serve as the first on-site responder for client incidents requiring physical presence — server outages, network failures, critical hardware issues, and situations where remote support has been exhausted
• Triage on-site disasters quickly and methodically: assess scope, identify the most likely failure point, stabilize what can be stabilized, and communicate clearly to the remote team and client simultaneously
• Work in coordination with remote engineers to execute fixes in the field — you are the hands, and you need to be capable enough to understand what the team is telling you and act on it accurately
• Maintain composure and professionalism during high-pressure situations; clients will take their cue from how you carry yourself
• Document all incident details, steps taken, and current status in real time or immediately following the visit

Server & Network Triage

• Physically inspect and assess server hardware — identify failed drives, failed PSUs, downed NICs, loose cabling, and other hardware-level failures in a server rack environment
• Perform initial triage on network outages: check switch and firewall status, identify port failures, verify uplinks and ISP handoff, and work through the stack methodically with remote support
• Assist with and execute guided recovery procedures for Windows Server environments — reboots, service restarts, event log review, RAID status checks — under direction of senior engineers
• Support hands-on work in network closets and server rooms: cable management, hardware swaps, equipment racking and stacking with guidance
• Capture and relay accurate environmental information to the remote team — what lights are on, what logs say, what changed — so engineers can diagnose without being on-site

Deskside & End-User Support

• Provide professional deskside support across a variety of hardware, software, and connectivity issues at client locations
• Resolve issues that cannot be handled remotely — hardware failures, OS-level troubleshooting, workstation builds, and physical device setup
• Support conference room AV, display configurations, and peripheral setups at client sites
• Conduct on-site assessments and environment documentation for new and existing clients

Office-Based Support

• When not scheduled for field work, work alongside the support team in the office handling the service queue
• Contribute to ticket resolution across hardware, software, and Microsoft 365 issues at the Tier 1–2 level
• Maintain documentation, update tickets, and support the team's daily workload — you are a full contributor when you are not in the field

Client Relationship & Communication

• Build rapport with client contacts and become a trusted, recognizable presence at the accounts you serve
• Communicate clearly and professionally with clients at all levels — from end users to executive staff — using language appropriate for each audience
• Set accurate expectations on timing, scope, and next steps; follow through without the client having to follow up
• Represent VXIT in appearance, conduct, and communication every time you are on-site — you are the brand in those moments

Documentation & Accountability

• Keep detailed, accurate notes in our ticketing system for all on-site visits — what was found, what was done, what is still pending
• Complete time entries promptly and accurately for every engagement
• Flag observations from client sites — hardware nearing end-of-life, environmental risks, undocumented changes — to the appropriate team

Qualifications

Technical Skills

• 3+ years of experience in field support, on-site IT support, or a break-fix/MSP environment
• Hands-on experience troubleshooting in server rooms and network closets — you are comfortable in the rack
• Working knowledge of Windows Server environments: event log review, service management, basic Active Directory, and guided recovery procedures
• Networking fundamentals: TCP/IP, DNS, DHCP, VLANs, switch/firewall triage, and ISP handoff troubleshooting
• Proficiency in Windows 10/11 and macOS end-user environments
• Experience with Microsoft 365 administration: user accounts, Exchange Online, Teams, and license management
• Ability to identify common server hardware failure points — drives, PSUs, NICs, RAID arrays — and communicate findings accurately
• Experience with RMM and PSA tools preferred
• Familiarity with enterprise networking hardware (Cisco, Meraki, Ubiquiti, Fortinet, or similar)
• Valid driver's license required; clean driving record

Non-Technical Skills

• Highly presentable and professional in appearance — client-facing every day
• Naturally personable — you genuinely enjoy working with people and it shows, especially under stress
• Strong verbal communicator; able to relay accurate technical information to remote engineers and explain situations clearly to non-technical clients simultaneously
• Calm under pressure — on-site incidents are not the time to panic, and clients will look to you for steadiness
• Self-directed in the field; you manage your own time and don't need someone looking over your shoulder
• Accountable and thorough in documentation even when the day is hectic
• Team player — field work is deeply collaborative with the remote team behind you