Field Technician II

Harbor IT•Boston, MA

52d•Hybrid

About The Position

This is a Monday-Friday field engineering role based at various client sites in the Boston, Cambridge, metro north, and southern NH areas. Engineers are assigned to clients considering proximity to their home, but willingness to commute to all client locations is required. The company is seeking a highly skilled IT Field Engineer who combines strong technical acumen with outstanding customer service. This role involves providing both onsite and remote support, managing client environments, leading and participating in project work, and serving as a trusted technical advisor to customers. The ideal candidate is a strong communicator, team collaborator, and self-starter who excels in fast-paced MSP environments and values both operational rigor and customer relationship-building. This role sits at the intersection of customer experience and technical execution, where the individual will not only solve complex technical problems but also help customers modernize their environments and operate more securely and efficiently. The ideal candidate brings both an engineering mindset and a customer-first approach to building lasting relationships.

Requirements

Bachelor’s Degree or equivalent professional experience.
4–5+ years of experience in IT support, systems administration, or MSP engineering roles.
Proven background in customer support with the ability to communicate complex technical concepts to non-technical users.
Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
Strong work ethic, self-motivation, and ownership mentality.
Demonstrated strengths in several of the following areas: Microsoft Server & Workstation technologies (Windows 10/11; Server 2016+).
Active Directory, DNS, DHCP, Group Policy, and identity management.
Microsoft 365 administration (setup, configuration, migration, and troubleshooting).
Virtualization platforms (VMware, Hyper-V, or similar).
Networking fundamentals (firewalls, VPNs, switching, wireless).
Security technologies (MFA, endpoint protection, compliance tools, etc.).
Storage technologies (SAN/NAS desirable).
ITSM platforms (ConnectWise, Autotask, etc.) and documentation management.
Exceptional verbal and written communication skills.
Empathy and active listening, ensuring customers feel heard and supported.
Ability to build trust-based, long-term customer relationships.
Collaborative team mindset with humility and willingness to escalate issues when appropriate.
Reliable transportation for onsite work when required.
Permanent work authorization in the United States.

Nice To Haves

Project management experience or coordination.
Certifications such as Microsoft, Cisco/Meraki, VMware, Okta, CompTIA, etc.

Responsibilities

Provide day-to-day troubleshooting and technical support for desktop, server, network, and cloud-related issues.
Perform both onsite and remote diagnostics, repairs, and configuration of hardware, software, and network systems.
Communicate clearly and empathetically with customers to ensure they feel supported, informed, and valued.
Act as a primary point of contact for assigned customers, coordinating between the client and internal teams for smooth service delivery.
Identify opportunities for improvement, modernization, and efficiency within client environments.
Work on technical projects including new installs, migrations, virtualization deployments, network upgrades, and cloud enablement.
Troubleshoot complex issues involving Microsoft Server, O365, virtualization platforms, storage, security tools, and line-of-business applications.
Interface with third-party vendors and service providers, acting as the technical liaison for customers.
Stay current with emerging technologies, security trends, cloud platforms, and MSP best practices.
Document work performed, troubleshooting steps, and resolutions in the ITSM platform (ConnectWise, Autotask, or similar).
Create and maintain accurate documentation of client environments, configurations, passwords, and network topologies.
Participate in internal knowledge-sharing, teambuilding, and continuous improvement discussions.
Support after-hours project scheduling, emergency troubleshooting, or on-call coverage as needed.