Field Service Technician

The Proactive Technology Group•New York, NY

7d•$75,000 - $95,000•Onsite

About The Position

The Field Service Technician is based onsite at the company’s Midtown Manhattan office and provides onsite and remote Level 1/2 IT support for client environments. The role serves client sites across Manhattan, Queens, and Brooklyn, with occasional travel to Greenvale, NY, and spends approximately 50% of its time in the field. The technician resolves technical issues and assists with client infrastructure projects, deployments, installations, and remediation work. The role requires clear communication with end users, client contacts, and internal technical teams; accurate documentation of work and client environment details in IT Glue; and use of Halo PSA for ticketing, time entry, and work tracking and Ninja RMM for remote access, monitoring, and endpoint support. The technician represents the company onsite and maintains a professional, customer-service-focused approach. The schedule is Monday through Friday, 9:30 AM–6 PM EST, with occasional early-morning or after-hours work for client needs or maintenance windows.

Requirements

Strong troubleshooting skills and the ability to work independently in the field.
Clear communication with end users and internal technical teams.
Organized, reliable, and detail-oriented.
Able to balance reactive support work with scheduled onsite tasks.
Enjoys working directly with clients and providing a high level of service.
Able to adapt quickly to different client environments and technologies.
Able to determine when to resolve issues independently and when to escalate.
Valid driver’s license and ability to travel to client locations as needed.

Nice To Haves

At least 2 years of experience in a managed services, field support, or IT support role.
Experience supporting Microsoft 365, Windows 10/11, Windows Server, basic Azure and Entra ID environments, and network infrastructure including switches, firewalls, and wireless.
Familiarity with SonicWall, Meraki, UniFi, or Ruckus technologies.
Experience with IT documentation platforms and PSA or ticketing systems.
Strong foundational knowledge of Microsoft and networking technologies.
Interest in long-term technical growth.
Strong documentation and communication skills.
Relevant certifications are helpful but not required: Microsoft AZ-104, AZ-800, MD-102, or SC-300; Cisco CCNA or equivalent; SonicWall SNSP or Fortinet NSE 5; VMware VCP; or Google Workspace Administrator.

Responsibilities

Provide onsite and remote Level 1/2 support for client environments.
Troubleshoot workstation and laptop, Microsoft 365 and user account, printer and peripheral, basic server and line-of-business application, network connectivity, wireless access, and firewall-related issues.
Travel to client sites to provide technical support, remediation, deployment, and installation services.
Assist with workstation setups, user onboarding and offboarding, hardware replacements, and office IT moves.
Assist with network equipment installations and replacements, firewall and switch swaps, wireless deployments, endpoint deployments and refreshes, and basic server and infrastructure upgrades.
Escalate complex issues appropriately to senior engineers or project resources.
Communicate progress, blockers, and technical findings to internal teams and client contacts.
Document work performed, technical findings, and client environment details in IT Glue.
Use Halo PSA for ticket management, time entry, and work tracking.
Use Ninja RMM for remote access, monitoring, and endpoint support.
Maintain professionalism and strong customer service while representing the company onsite.
Adapt to occasional early-morning or after-hours work for client needs or maintenance windows.