Job Summary

The Level 1 Field Services Technician provides front-line technical support for client systems, devices, and networks within Eakes’ Managed IT division. This role is responsible for handling day-to-day service tickets, performing basic troubleshooting, and assisting in the maintenance of IT environments for our managed clients.

Ideal candidates will have some experience working in a Managed Service Provider (MSP) environment and be familiar with key tools such as ticketing systems, Remote Monitoring & Management (RMM) platforms, and Microsoft 365 administration. The position involves supporting desktops, laptops, printers, and network-connected devices, as well as escalating more complex issues to senior engineers when appropriate.

This is a full-time position with wages based on experience and certifications. The ideal candidate is detail-oriented, eager to learn, and comfortable working both independently and alongside other technical staff in client-facing situations.

Primary Job Duties/Responsibilities

Contribute to a workplace culture consistent with Eakes’ mission, vision, and values.
Demonstrate strong interpersonal and communication skills to ensure excellent client satisfaction.
Respond to and resolve service tickets in the company’s PSA/ticketing system, ensuring all work is properly documented and time-tracked.
Use Remote Monitoring and Management (RMM) tools to review alerts, perform maintenance tasks, and assist with patching or updates.
Provide Level 1 technical support for desktops, laptops, printers, and network-connected devices in both onsite and remote settings.
Assist senior engineers with network and server maintenance, deployments, and troubleshooting.
Support users with Microsoft 365 account management, email setup, and related productivity tools.
Perform basic diagnostics for connectivity, performance, and software issues, escalating complex cases when appropriate.
Maintain accurate asset and configuration documentation within internal systems.
Follow established workflows and contribute to the improvement of documentation, checklists, and standard operating procedures (SOPs).
Participate in scheduled on-call rotations or after-hours maintenance windows as needed.
Demonstrate professionalism and high emotional intelligence (EQ) when interacting with customers and peers.
Stay current on emerging technologies, MSP tools, and best practices through ongoing learning and training opportunities.
Perform other duties and assist with projects as assigned by management or senior technical staff.

Qualifications

OTHER DUTIES AS MAY BE ASSIGNED

Certification in at least one IT discipline relevant to this position (e.g., CompTIA A+, Network+, Microsoft certification, etc).
2–3 years of hands-on IT support experience, preferably in a Managed Service Provider (MSP) or multi-client environment.
Familiarity with common MSP tools such as ticketing systems, Remote Monitoring & Management (RMM) platforms, and remote support utilities.
Basic understanding of Microsoft 365 administration, Windows operating systems, and standard business network environments.
Strong written and verbal communication skills, with the ability to clearly document work performed and communicate effectively with clients and teammates.
Self-motivated and able to work independently while following established processes and escalation paths.
Valid driver’s license and reliable transportation for on-site client visits.
Willingness to occasionally work evenings or weekends during scheduled maintenance or on-call rotations.

Preferred Qualifications

We are willing to provide additional training on the technologies and services below, but you should already have a solid understanding of core IT support fundamentals.

Basic understanding of Windows Server environments (2016 and newer), including common functions such as user management, file shares, and permissions.
Familiarity with Active Directory, Group Policy, DNS, and DHCP concepts and how they relate to day-to-day troubleshooting.
Experience installing Windows updates, security patches, and basic system maintenance on desktops and laptops.
General knowledge of networking concepts such as IP addressing, subnetting, and connectivity troubleshooting.
Exposure to configuring or supporting common network hardware (switches, routers, wireless access points).
Experience working with security firewalls or UTM devices (WatchGuard, Meraki, or similar) is a plus.
Familiarity with Microsoft 365 administration (licensing, mailbox setup, password resets, MFA configuration).
Understanding of backup concepts and data recovery basics (local and cloud-based).
Exposure to VoIP or cloud-hosted phone systems preferred.
Ability to learn new technologies quickly and apply that knowledge in client environments.
Comfortable working both independently and as part of a team, occasionally assisting or learning from senior technicians.
Able to lift, push, and pull IT equipment up to 50 pounds when deploying or servicing hardware on-site.

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