MSP-Mid Level Field Technician (Windows)
Hybrid · New York City, New York, United States
Job Summary
NYC MSP Mid-Level Field Technician (Windows) provides both remote and on-site technical support in the greater New York metropolitan area, with daily presence at one client site for four hours and office work from Midtown Manhattan. Responsibilities include troubleshooting Windows environments, root cause analysis, providing hardware/software assistance, resolving issues via phone/in-person/remote support, documenting work in ConnectWise, updating client documentation and KBAs, asset management, collaboration with internal teams and vendors, and participating in an after-hours on-call rotation with bonus pay. Technical proficiencies encompass Windows, MacOS, iOS, Android; network troubleshooting; email security; M365/Google Admin Console, Google Workspace, SharePoint; email migrations; Enterprise networking equipment (SonicWall, Meraki, Unifi); backup troubleshooting; VPN; RAID configuration; VoIP and spam filter troubleshooting; advanced email troubleshooting (NDR); Mac OS troubleshooting; and familiarity with various backup solutions and MDM/virtualization tools. Reports to Service Desk Manager and emphasizes customer-facing service, documentation, and knowledge-base adherence.
Required Qualifications
- 3 years of experience supporting Windows and Apple environments
- Proficiency with a ticketing system and RMM/PSA software
- Ability to explain technical concepts to non-technical users with empathy and professionalism
- Strong organizational skills and ability to manage multiple customers/issues
- Experience with ConnectWise and documenting work time
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