Field Technician II

Harbor IT•Boston, MA

14d•$90,000 - $110,000

About The Position

The Field Technician II is an escalation-tier onsite and remote support role in Harbor IT's Practice 3 Life Sciences service delivery organization. The position supports healthcare, medical, and life sciences clients across the Boston/Cambridge corridor and broader New England territory. It handles complex incidents, infrastructure work, and client-facing projects with greater technical depth and independence than a Field Technician I. The Field Technician II owns small-to-mid-sized projects from scoping through completion, administers server and network infrastructure with limited oversight, and mentors Field Technician I staff. The role requires sound judgment about when to resolve issues independently and when to escalate to the Pod Manager or Practice-level engineering resources. Work takes place in operationally sensitive environments where uptime, data security, HIPAA, PHI handling, and clinical and laboratory constraints are important. The role reports to the Pod Manager and is a developmental step toward senior technical and service delivery leadership positions.

Requirements

Advanced working experience with Microsoft 365 and Azure, including Entra ID Conditional Access, Intune device management, and hybrid identity configurations.
Hands-on experience administering Windows Server, including Active Directory, Group Policy, DNS/DHCP, and VMware and/or Hyper-V.
Working experience supporting macOS workstations and Apple Business Manager-enrolled devices in a mixed-OS environment.
Hands-on experience configuring and troubleshooting firewalls, managed switching, VLANs, and wireless infrastructure.
Practical experience with endpoint and mail security tools, such as EDR/antivirus and mail filtering platforms, and MFA and identity platforms.
Familiarity with backup, storage, and disaster recovery technologies, including validating backup jobs and executing restores.
Demonstrated ability to lead a technical project from scoping through completion, including client communication and status reporting.
Proven ability to mentor or informally lead junior technical staff and exercise sound judgment about resolving or escalating issues.
Comfort working in healthcare-adjacent and life sciences environments, with strong working knowledge of HIPAA, PHI handling, and clinical or laboratory operational constraints.
Strong analytical, troubleshooting, and critical-thinking skills, including diagnosing issues spanning multiple systems and vendors.
Strong written and verbal communication skills, including explaining technical issues in plain language to non-technical staff and communicating with client stakeholders.
Self-motivation, strong time management, and ability to manage concurrent projects and priorities in a fast-paced environment.
Focus on continuous professional development and a demonstrated track record of achieving relevant technical certifications.
Associate's degree or equivalent, defined as 4+ years of working experience in IT support or engineering, with at least 1–2 years at Field Technician I level or equivalent.
5+ years of experience in a customer service or client-facing technical support role.
Permanent work authorization in the United States.
Valid driver's license, reliable transportation, and ability to walk or stand for 8+ hours a day.

Nice To Haves

Experience with Meraki, Fortinet, and/or Palo Alto networking products.
Familiarity with security products such as SentinelOne, Umbrella, Microsoft Defender for Endpoint, Proofpoint, Mimecast, or Barracuda, and identity platforms such as Duo, Okta, or Entra ID.
Basic PowerShell or equivalent scripting and automation familiarity for troubleshooting, reporting, or provisioning.
Confidence using and evaluating AI-enabled tools in an MSP context, with attention to security, data governance, and IP protection.
Preferred certifications: Microsoft MD-102 or AZ-104; Cisco/Meraki CCT, ECMS, or CCNA; VMware VCTA or VCP; or Okta certifications.

Responsibilities

Serve as the primary escalation point for Field Technician I staff handling complex or unresolved incidents, providing hands-on troubleshooting and coaching.
Own small-to-mid-sized client projects from scoping and scheduling through execution and client communication, including installs, migrations, upgrades, and infrastructure changes.
Administer and troubleshoot Windows Server environments, including Active Directory, Group Policy, DNS/DHCP, file and print services, and VMware or Hyper-V virtualization.
Configure, maintain, and troubleshoot firewalls, switching, VLANs, and wireless infrastructure, escalating advanced network engineering when needed.
Administer Microsoft 365 and Entra ID, including Conditional Access, Intune device compliance and configuration profiles, and hybrid identity troubleshooting.
Lead implementation and tuning of endpoint and email security tools and respond to elevated security alerts in coordination with Harbor IT's security operations function.
Apply and reinforce HIPAA and PHI handling requirements and healthcare and life sciences operational constraints; coach junior staff on relevant client sensitivities.
Use RMM and PSA tools to manage tickets, backups, patching, and monitoring alerts to SLA standards, and adjust monitoring or automation configurations as needed.
Act as the senior technical liaison with third-party vendors and drive resolution of vendor-dependent issues.
Create, maintain, and quality-review internal and client-facing documentation, including network diagrams, asset inventories, and standard operating procedures.
Identify recurring issues and improvement opportunities and bring proposed solutions to the Pod Manager and Account Team.
Participate in and help coordinate the emergency on-call rotation, responding to after-hours incidents, outages, and critical client escalations.
Mentor and onboard Field Technician I staff through shadowing, knowledge-sharing, and structured feedback.
Travel to client sites across the Boston/Cambridge area and broader New England service territory, maintaining reliable transportation and travel flexibility.