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.
