Field Technician

New London County, CT - USA

Yearly Salary: USD 50000 - 65000

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

POSITION SUMMARY

In Person-The Field Technician provides onsite technical support to clients performing installation configuration maintenance and troubleshooting of hardware software and networking systems. Field Technicians ensure professional timely and high-quality service delivery in alignment with service level agreements (SLAs). This position offers a structured path for advancing technical expertise and responsibilities over time with opportunities to take on more complex assignments and grow into senior technical roles within the organization.

QUALIFICATIONS

Education / Certifications
a. Associates or Bachelors degree in Information Technology Computer Science or a related field
(preferred)
b. Certifications such as CompTIA A Network Microsoft MCSA CCNA or equivalent technical
certifications are a plus but not required
Work Experience
a. Level 1: 0-2 years of technical support or IT-related experience; internships or equivalent hands-on
learning acceptable
b. Level 2: 2-4 years of field or technical support experience preferably within an MSP or IT services
environment
Skills or Abilities
a. Strong customer service and communication skills
b. Ability to work independently and manage time effectively while traveling between client locations
c. Proficiency in diagnosing and resolving technical issues quickly and efficiently
d. Familiarity with PSA/RMM tools and documentation practices
e. Ability to lift and transport equipment as required for installations and repairs
Must possess a valid drivers license and have reliable access to a personal vehicle for travel to client sites
Ability to lift and transport equipment up to 40lbs. as required for installations and repairs

ACCOUNTABILITIES

Provide onsite installation configuration and troubleshooting of hardware software and
networking equipment.
Perform onsite diagnostics and repairs for service tickets appropriate to skill level.
Assist in implementing infrastructure and project work at client sites.
Ensure all work is documented accurately in the PSA system including time entries and resolution
notes.
Maintain strong communication with the Service Desk and Project Teams to ensure alignment of
client needs and updates.
Conduct preventive maintenance visits and site inspections to identify potential issues before they
become service-impacting.
Maintain a professional demeanor and appearance while representing the company at client
locations.
Adhere to safety protocols and company policies while working onsite.

PERFORMANCE METRICS

In addition to the standard HR performance metrics this position will be rated according to the following criteria:

SLA adherence for onsite ticket resolution
Customer satisfaction ratings for onsite visits
Accuracy and timeliness of documentation in PSA system
First-visit resolution rate
Number of repeat issues from serviced equipment
Skill development progress toward Level 3 (Primary Technician) competencies

Level Differentiation:

Level 1 - Entry Level:

Handles routine onsite support tasks such as workstation setups basic networking troubleshooting and
peripheral installations.
Escalates complex technical issues to Level 2 or Primary Technician.
Works under close supervision with structured assignments.
Focus on developing core technical skills and understanding company processes.

Level 2 - Intermediate:

Handles more complex onsite technical tasks including server and network equipment troubleshooting
advanced workstation issues and on-premises system integrations.
Assists with project-related tasks and may lead smaller onsite initiatives.
Provides mentorship to Level 1 Field Technicians.

Required Experience:

POSITION SUMMARYIn Person-The Field Technician provides onsite technical support to clients performing installation configuration maintenance and troubleshooting of hardware software and networking systems. Field Technicians ensure professional timely and high-quality service delivery in alignment w...

POSITION SUMMARY

QUALIFICATIONS

Education / Certifications
a. Associates or Bachelors degree in Information Technology Computer Science or a related field
(preferred)
b. Certifications such as CompTIA A Network Microsoft MCSA CCNA or equivalent technical
certifications are a plus but not required
Work Experience
a. Level 1: 0-2 years of technical support or IT-related experience; internships or equivalent hands-on
learning acceptable
b. Level 2: 2-4 years of field or technical support experience preferably within an MSP or IT services
environment
Skills or Abilities
a. Strong customer service and communication skills
b. Ability to work independently and manage time effectively while traveling between client locations
c. Proficiency in diagnosing and resolving technical issues quickly and efficiently
d. Familiarity with PSA/RMM tools and documentation practices
e. Ability to lift and transport equipment as required for installations and repairs
Must possess a valid drivers license and have reliable access to a personal vehicle for travel to client sites
Ability to lift and transport equipment up to 40lbs. as required for installations and repairs

ACCOUNTABILITIES

Provide onsite installation configuration and troubleshooting of hardware software and
networking equipment.
Perform onsite diagnostics and repairs for service tickets appropriate to skill level.
Assist in implementing infrastructure and project work at client sites.
Ensure all work is documented accurately in the PSA system including time entries and resolution
notes.
Maintain strong communication with the Service Desk and Project Teams to ensure alignment of
client needs and updates.
Conduct preventive maintenance visits and site inspections to identify potential issues before they
become service-impacting.
Maintain a professional demeanor and appearance while representing the company at client
locations.
Adhere to safety protocols and company policies while working onsite.

PERFORMANCE METRICS

In addition to the standard HR performance metrics this position will be rated according to the following criteria:

SLA adherence for onsite ticket resolution
Customer satisfaction ratings for onsite visits
Accuracy and timeliness of documentation in PSA system
First-visit resolution rate
Number of repeat issues from serviced equipment
Skill development progress toward Level 3 (Primary Technician) competencies

Level Differentiation:

Level 1 - Entry Level:

Handles routine onsite support tasks such as workstation setups basic networking troubleshooting and
peripheral installations.
Escalates complex technical issues to Level 2 or Primary Technician.
Works under close supervision with structured assignments.
Focus on developing core technical skills and understanding company processes.

Level 2 - Intermediate:

Handles more complex onsite technical tasks including server and network equipment troubleshooting
advanced workstation issues and on-premises system integrations.
Assists with project-related tasks and may lead smaller onsite initiatives.
Provides mentorship to Level 1 Field Technicians.

Required Experience:

Key Skills

Computer Hardware
Customer Service
Hand Tools
Computer Networking
Field Service
POS
Windows
Mechanical Knowledge
Service Technician Experience
Merchandising
Project Coordination
Troubleshooting

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About Company

Progressive Computing

Progressive Computing is a Managed Service Provider in Manhattan and Westchester. We specialize in IT support for Small Business. Premier It Consultants offering help desk, network and computer support. Cloud computing, backup, email, security services. Managed IT Support for one flat ... View more

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