IT Support Tech (Field)

Brightflow Technologies - Mint Hill, NC

Full-time - Entry Level

Hybrid - Mint Hill, NC

Professional, Scientific, and Technical Services

About the position

BrightFlow Technologies is seeking an experienced Field Support Technician to provide hands-on IT support to clients in the Charlotte area. This role is essential for delivering fast, friendly, and reliable service, ensuring customer satisfaction through effective communication and technical expertise. The technician will be responsible for troubleshooting issues on-site, maintaining equipment, and collaborating with senior engineers on project work.

Responsibilities

• Provide first point of contact for customers through helpdesk via phone, email, or support ticket when not in the field.
• Deliver on-site hardware maintenance and support, building rapport with clients.
• Use the ticketing system to manage and resolve helpdesk tickets and field service requests.
• Review RMM dashboard and apply remediation actions as indicated by processes.
• Coordinate with senior engineers to deliver project material or support success either on-site or remotely.
• Communicate ticket status to clients and notify them of any changes or outages related to their issue.
• Follow the schedule provided by the Service Coordinator and adhere to Standard Operating Procedures (SOPs).
• Identify opportunities for improvement and contribute to innovative change.

Requirements

• 2+ years' experience working on a Helpdesk or as a field technician for a Managed Service Provider (MSP) / IT Support Business.
• CompTIA Certifications such as A+, Network+, Security+ and/or Server+ with relevant practical experience (minimum of 1 valid and active certification).
• Ability to solve a variety of IT issues both remotely and on-site.
• Great written and oral communication skills.
• Basic to intermediate understanding of Active Directory (AD), DNS, and Command Line Interface (CLI).
• Intermediate understanding of support tools, techniques, and technology used to provide services.
• Intermediate understanding of operating systems, business applications, printing systems, and network systems.
• Intermediate diagnosis skills of technical issues related to end-user hardware, software, and network devices.
• Intermediate experience and understanding of structured cabling and VoIP systems.
• Advanced experience installing and maintaining networking equipment.
• Driver's license.

Nice-to-haves

• Experience using a Ticketing system / RMM Tool and PSA software.
• Understanding the OSI model, VLAN technology, and NAT configurations.
• 3CX experience.

Benefits

• Health / Dental / Vision after 90 days
• PTO, sick leave, and bereavement after 90 days
• Simple IRA with employee match after 90 days
• Hourly paid after-hours support (in addition to salary)
• Company laptop & use of company vehicles
• Weekly stocked kitchens at all locations
• Company paid training for CompTIA and other relevant certifications