Field Support Technician (L2) - Miami, FL

Quadratic IT, LLC•Doral, FL

2d•Onsite

About The Position

This is an onsite role where you will be the face of MSP4 at a client site, responsible for supporting end users with issues such as non-booting laptops, network connectivity problems with printers, and preparing workstations for new hires. Work is primarily at the assigned client facility, with potential regional coverage for nearby clients. The role requires context switching across clients and priorities throughout the day. MSP4 operates as the embedded IT department for clients in professional services, legal, distribution, manufacturing, and government sectors, with active compliance requirements like CMMC L2, NIST 800-171, and SOC 2. As an L2 technician, you will operate within established procedures and runbooks, executing tasks at the endpoint and site layer, escalating issues to L3 when necessary, and maintaining documentation.

Requirements

2 to 4 years of onsite technology support, field service, or desktop support in a multi-client environment.
US person status and US-based work location. Must be based in the United States and qualify as a US person (US citizen, US national, lawful permanent resident, or protected individual under US law).
Windows 10 and Windows 11 fluency: imaging, OS troubleshooting, driver work, domain join, profile and roaming data handling.
Active Directory and Group Policy at the user-support level: password resets, group membership changes, policy troubleshooting, basic OU navigation.
Microsoft 365 at the user-administration level: mailbox permissions, OneDrive sync issues, Teams and SharePoint file problems, license assignment.
Printer and peripheral troubleshooting across common brands (HP, Canon, Xerox, Brother) and manufacturing-floor devices (Zebra, Datamax, Honeywell).
Basic networking: DNS resolution, DHCP behavior, VLAN awareness, patch panel and switch port tracing. Scope covers concepts and verification; switch configuration escalates to L3.
Ticketing discipline in a PSA (HaloPSA preferred; ConnectWise, Autotask, ServiceNow, or equivalent also transferable).
Communication skills tuned for non-technical end users, capable of handling manufacturing floor volume, tempo, and time pressure.
Security awareness that holds under pressure: no password sharing, phishing recognition, endpoint hygiene, no shortcut compromises on CMMC-scoped systems.

Nice To Haves

Relevant certifications are a plus, not a requirement. Security+ carries weight on CMMC-scoped client sites.
At the networking layer, Cisco CCNA is preferred over CompTIA Network+.
Microsoft 365 Fundamentals and early Azure credentials are welcome.
Prior experience in a multi-client service delivery environment.

Responsibilities

Deploy and image Windows 10 and Windows 11 workstations to MSP4 and client standards, including domain join, security baseline, and application layering.
Onsite troubleshooting and repair for workstations, peripherals, and local networking, including patch cable tracing, switch port verification, VLAN membership checks, and Wi-Fi coverage validation. Network configuration changes escalate to L3.
Printer and peripheral support across common office and industrial brands, including Zebra and other manufacturing-floor label printers.
Active Directory user-support operations: account unlocks, password resets, group membership adjustments against approved standards, workstation re-join to domain.
Microsoft 365 end-user support: mailbox access, OneDrive sync, Teams, SharePoint file issues, license assignment under team standards.
Remote assistance through the MSP4 tools and systems stack during any remote-work portion of the day, with the same ticketing discipline used onsite.
Ticket ownership from intake through resolution: follow MSP4 runbooks for standard procedures, escalate to L3 when a change touches servers, core network, storage, or compliance-scoped systems.
Endpoint-layer security hygiene: phishing triage, password hygiene conversations with users, lost or stolen device response, local admin cleanup, removable-media checks in CMMC-scoped environments.
Client communication with non-technical users, from manufacturing floor staff to executives, maintaining a calm, clear, and respectful demeanor, especially under production pressure.
Documentation at ticket close that another tech can follow without asking questions, including reproducible steps, root cause when known, and attached artifacts.