Description

The MSP Field Technician provides hands-on technical support and implementation services for Intermax Networks' managed service customers. This role serves as an escalation point for issues that require deeper technical troubleshooting, onsite assistance, or coordination beyond standard Help Desk support.

The Field Technician works directly with customers to diagnose and resolve workstation, application, hardware, network, and technology issues both remotely and onsite. This position also assists with customer projects, equipment deployments, technology upgrades, and other initiatives that require hands-on technical expertise.

Success in this role requires a strong combination of technical troubleshooting, customer service, communication, and personal ownership. The ideal candidate is comfortable working independently at customer locations while also collaborating closely with the Help Desk, Systems Engineers, and other technical teams.

Core Responsibilities

Desktop & Field Operations (60%)

• Respond to and resolve escalated technical issues from the Help Desk involving desktops, laptops, peripherals, applications, connectivity, and customer environments.
• Provide remote and onsite technical support for managed service customers.
• Diagnose hardware, operating system, application, authentication, and connectivity issues.
• Install, configure, deploy, replace, and troubleshoot customer workstations and related equipment.
• Assist with workstation deployments, office moves, equipment replacements, and technology changes.
• Perform onsite troubleshooting when an issue cannot be effectively diagnosed or resolved remotely.
• Work directly with end users while maintaining a professional and customer-focused experience.
• Maintain timely and accurate case documentation, including troubleshooting performed, changes made, and resolution details.
• Recognize issues requiring additional expertise and coordinate escalation to the appropriate technical resource.

Customer Service & Technical Coordination (20%)

• Serve as an onsite technical representative of Intermax Networks and provide customers with clear, professional communication.
• Take ownership of assigned customer issues and maintain communication through resolution.
• Coordinate with Help Desk, Systems Engineers, vendors, and other technical resources as necessary to resolve customer needs.
• Communicate technical information in a way that is understandable to both technical and non-technical users.
• Identify recurring issues, technical risks, or opportunities for improvement and communicate them to the appropriate team.
• Follow established customer documentation, security requirements, and technical standards when performing work.
• Build familiarity with assigned customer environments to improve troubleshooting efficiency and service quality.

Projects & Technical Implementations (20%)

• Participate in customer and internal technology projects and initiatives.
• Complete assigned project tasks according to established scope, schedule, and technical requirements.
• Assist with workstation deployments, hardware refreshes, software deployments, infrastructure upgrades, office moves, and customer onboarding activities.
• Coordinate project activities with Systems Engineers, project leads, customers, and vendors as needed.
• Document implementation work, configuration changes, asset information, and project completion details.
• Identify project issues or risks and communicate them to the appropriate project or technical lead.

Other duties as assigned.

Requirements

Required

• 2+ years of professional IT support, desktop support, systems administration, or related technical experience.
• Strong troubleshooting skills across Windows workstations, applications, peripherals, and network connectivity.
• Working knowledge of Microsoft 365 administration and troubleshooting.
• Experience supporting Windows desktop operating systems in business environments.
• Understanding of Active Directory and user/device administration.
• Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi, and basic network troubleshooting.
• Strong verbal and written communication skills.
• Strong customer service skills and the ability to work directly with customers in professional environments.
• Ability to independently troubleshoot technical problems while recognizing when escalation is appropriate.
• Ability to document technical work clearly and accurately.
• Valid driver's license and ability to travel to customer locations as required.

Preferred

• Previous Managed Service Provider (MSP) experience.
• Experience with Remote Monitoring and Management (RMM) and endpoint management platforms.
• Experience with Microsoft Entra ID and cloud-managed environments.
• Experience with Microsoft Intune or other endpoint management solutions.
• Experience with business-class firewalls, switches, and wireless networking.
• Familiarity with backup and recovery solutions.
• Experience installing and troubleshooting printers, scanners, conference room equipment, and other common business technology.
• Experience with PowerShell or other scripting and automation tools.
• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft, or other infrastructure-related certifications.