Field Support Technician (Level 1/2)

About the RoleOneTech360 is seeking a motivated, customer-focused, and technically skilled Field Support Technician (Level 1/2) to join our growing Managed Services team.This role combines remote support, onsite troubleshooting, project implementation, and customer service. You will support small and mid-sized businesses across a variety of industries, including legal, financial, healthcare, nonprofit, and professional services.The ideal candidate has strong Windows and Microsoft 365 experience, enjoys solving technical problems, and is comfortable working independently at client locations while maintaining excellent communication with both end users and internal teams.Primary ResponsibilitiesEnd User Support Provide Level 1 and Level 2 technical support remotely and onsite. Troubleshoot and resolve Windows 10 and Windows 11 workstation issues. Support Microsoft 365 environments, including:o Outlooko Teamso OneDriveo SharePointo Exchange Onlineo User account administration Support printers, scanners, mobile devices, and peripheral hardware. Perform user onboarding and offboarding activities. Configure and deploy new workstations and laptops. Assist users with password resets, MFA enrollment, and account access issues.Network & Infrastructure Support Troubleshoot:o Network connectivity issueso Wireless networking problemso VPN connectivityo Firewall-related issueso Internet service interruptions Install and replace:o Switcheso Firewallso Wireless access pointso Network equipment and cabling Assist with server maintenance and infrastructure upgrades.Project & Field Services Travel to client locations to perform:o Technical support visitso Hardware deploymentso Office relocationso Equipment installationso Infrastructure upgrades Assist senior engineers with project implementations and migrations. Support Microsoft 365 migrations, workstation refreshes, and cloud initiatives.Documentation & Ticket Management Accurately document troubleshooting steps, resolutions, and environment details. Maintain technical documentation within IT Glue. Manage tickets, time entries, and work logs within Autotask. Follow established escalation procedures when issues exceed scope or expertise.Customer Service Deliver a professional and positive support experience. Communicate clearly with technical and non-technical users. Provide timely updates regarding open issues and project status. Represent OneTech360 professionally while working onsite at client locations.Required Qualifications 2+ years of experience in IT support, field services, or managed services. Strong troubleshooting skills across Windows desktop environments. Experience supporting Microsoft 365 environments. Working knowledge of:o Active Directoryo Microsoft Entra ID (Azure AD)o Exchange Onlineo Microsoft Teamso SharePoint Online Understanding of:o TCP/IPo DNSo DHCPo Wireless networkingo VPN technologies Experience using ticketing systems and maintaining technical documentation. Strong organizational, communication, and customer service skills. Ability to work independently and manage multiple priorities. Reliable transportation and a valid drivers license.Preferred QualificationsMSP ExperiencePrevious experience working for a Managed Service Provider (MSP) is strongly preferred.Candidates with MSP experience typically excel in: Supporting multiple clients and environments simultaneously. Managing ticket queues and service level agreements (SLAs). Accurately documenting technical work. Balancing reactive support with project work. Communicating effectively with a wide variety of end users and business stakeholders.Technical ExperienceExperience with one or more of the following technologies: Datto RMM Autotask PSA IT Glue SonicWall Meraki UniFi Microsoft Intune Windows Server Hyper-V VMware Backup and Disaster Recovery solutions Endpoint Detection & Response (EDR) Managed Detection & Response (MDR) Email security platformsCertifications (Preferred but Not Required) CompTIA A+ CompTIA Network+ CompTIA Security+ Microsoft MD-102 Microsoft AZ-104 Microsoft AZ-800 Microsoft SC-300 Google Workspace AdministratorWhat Success Looks LikeWithin your first 90 days, you will: Successfully manage Level 1 and Level 2 support tickets independently. Complete onsite support visits with minimal supervision. Maintain accurate ticket documentation and time entries. Deliver a consistently high level of customer service. Demonstrate strong troubleshooting and escalation practices. Become familiar with client environments, tools, and company processes.Schedule Monday Friday 8:30 AM 5:30 PM Occasional evening, weekend, or early-morning work may be required for maintenance windows, projects, and emergency support.Benefits Competitive Salary 401(k) 401(k) Matching Health Insurance Dental Insurance Vision Insurance Life Insurance Paid Time Off Parental Leave Professional Development Assistance Certification Reimbursement Referral Program
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