Field Technician II

Harbor IT•Salinas, CA

3d•Onsite

About The Position

Harbor IT is a leading Managed Service Provider (MSP) specializing in delivering cutting edge Cybersecurity, IT, and Cloud Services to a diverse portfolio of clients. We pride ourselves on our commitment to excellence, innovation, and customer satisfaction. Harbor IT is backed by investment firm Worklyn Partners since 2022 and has built a national platform through acquisition and rapid organic growth. Our mission is to manage our clients’ technology and mitigate their cyber risks, so that they don’t have to. This role will travel to various client locations around the Salinas, CA area. You must have reliable transportation to transport you to various locations. Do you like helping others? Are you a well-rounded IT technician? Do you enjoy a dynamic environment where every day is a little different? If so, this might be the right position for you! We are seeking an experienced and customer-focused Field Technician II to join our team. This position is unique in that you will be dedicated full-time to providing IT support and project services to one of our key customers. The ideal candidate is not only technically proficient but also possesses exceptional interpersonal and customer service skills. You will be responsible for providing both onsite and remote support for desktop, server, and networking issues, as well as participating in IT projects to enhance the customer’s infrastructure.

Requirements

5+ years of experience in desktop, server, and networking support.
Strong knowledge of Windows 10/11, Windows Server 2016 and newer, Active Directory, DNS, DHCP, and networking protocols.
Experience with troubleshooting VPNs, firewalls, and network infrastructure.
Familiarity with IT service management tools (e.g., ConnectWise, Autotask).
An outside-the-box mentality to be able to assess a network infrastructure, provide recommendations for improvement to meet modern-day best practices and client needs, while maintaining a security-conscious and cost-conscious mindset.
Strong verbal and written communication skills with the ability to communicate complex technical concepts to non-technical users.
Empathetic approach to interactions, ensuring customer needs are prioritized.
A personality that aligns with customer service, where making the customer feel valued is a priority.
Proactive problem-solving with a customer-first mindset.
Focus on building long-lasting relationships with customers.
A collaborative mindset to work effectively both onsite and remotely.
Ability to manage multiple issues simultaneously and maintain strong attention to detail.
Ability to work independently and manage time effectively.

Nice To Haves

Project management experience is a plus.

Responsibilities

Provide day-to-day troubleshooting and technical support for desktop, server, and network-related issues.
Perform remote and onsite diagnostics and repairs of hardware and software systems.
Lead and participate in various IT projects such as hardware upgrades, migrations, and network installations.
Ensure customer satisfaction by proactively identifying potential issues and resolving them efficiently.
Document troubleshooting and resolution steps in our service management platform (ConnectWise or similar).
Communicate effectively with the customer to build trust and ensure they feel heard and supported.
Serve as the primary point of contact between the customer and the internal team, ensuring a smooth service delivery.