The Service Desk Department is the single point of contact for client IT issues, responsible for managing client expectations and delivering exceptional customer service. We are seeking a strong Tier 2-3 Service Desk/Field Technician to provide remote and on-site support for small and medium-scale enterprise business networks. This position requires travel to client sites within the Philadelphia, PA area (100% in the field), after-hours and/or weekend work as needed to meet client needs.

Resolve 90-95% of tickets generated from clients, alarms, internally etc. within a set period of time
Manage and follow daily schedule of dispatched tickets and projects
Installation and Configuration of network devices (Switches, Firewalls, Wireless Access Points etc.)
Administration and troubleshooting physical and virtual servers (DNS, DHCP, AD, Azure AD, Group policy etc.)
Administration and troubleshooting of cloud solutions (Microsoft/Office 365, Google Workplace etc.)
Follow ITIL/ISO based processes
Meet Key Performance Indicators (KPIs) and Metrics
Manage client expectations
Identify patterns and issues in our process and delivery and provide recommendations for improvement and automation
Identify and offer potential solutions for recurring issues
Maintain internal and client documentation
Escalate tickets to other service delivery areas as needed
Cabling and network equipment installation
Security Camera installation

At least 1+ years in a service desk or field technician role
Detail oriented
Strong organization skills
Strong troubleshooting skills
A broad range of technology experience (Servers, Desktop, Printer, Security, Cloud Services, Networking Equipment etc.)
Microsoft 365 and Google Workplace Administration
Experience working in a high-paced service desk/help desk environment
Experience in MSP environment preferred
Must have reliable transportation

All your information will be kept confidential according to EEO guidelines.

Field IT Technician