Candidates must reside in the Destin, FL area. 

Job Title: Tier 1 Field Technician 

Job Status: Exempt/Full-Time

Job Description: 

The Tier 1 Field Tech will be responsible for onsite and remote technical support. They will be responsible for installing, configuring, troubleshooting, and maintaining various hardware and software systems, including but not limited to: network hardware, access points, projectors, doc cams, and charging carts. The Tier 1 Field Tech will work closely with the Tier 2 and 3 techs to resolve more complex issues.

Primary Responsibilities: 

• Provide onsite and remote technical support to clients
• Install and configure various hardware and software systems, including network hardware, access points, projectors, doc cams, and charging carts
• Diagnose minor A/V issues such as HDMI, projectors, doc cams
• Handle help desk tickets and escalate issues to higher tier techs as needed
• Provide excellent customer service and technical support
• Ensure proper documentation and communication of all client interactions and resolutions
• Work closely with other techs to resolve complex technical issues

Skills and Qualifications:

• High school diploma or equivalent;
• 1-2 years of experience in a technical support role
• Technical knowledge of Google Workspace, Microsoft 365, Macs, PCs, and Chromebooks
• Ability to identify network hardware, including switches, racks, firewalls, patch panels, and fiber
• Ability to lift up to 50 pounds and stand on feet for long periods of time
• A valid driver's license
• Excellent communication and customer service skills
• Professional appearance and demeanor
• CompTIA A+ certification is preferred

Additional Requirements:

• Availability to work onsite at clients 70% of the time and remotely 30% of the time
• Ability to work occasional evenings and weekends as needed
• Willingness to participate in an on-call rotation

This is a full-time, exempt position with a regular schedule of 8-5, Monday through Friday. However, the Tier 1 Field Tech may be required to work outside of these hours on occasion, such as during large project rollouts or system emergencies. We strive to provide a work-life balance for all our employees and will provide a company car and cell phone for work use.

Technology Lab is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Job Status: Exempt/full-Time

Job Location: In-office, Nashville

Job Description

The Tier One Help Desk Technician is the first point of contact for our clients, providing White Glove technical support and assistance for various IT related issues with a focus on maintaining client satisfaction and ensuring the smooth operation of their IT systems.

 Primary Responsibilities

• Provide first-level technical support to clients via phone, email, or ticketing system in a timely and professional manner.
• Identify, troubleshoot, and resolve technical issues related to hardware, software, and network systems, including but not limited to Mac and PC operating systems, network connectivity, printers, and mobile devices.
• Document all support interactions and resolutions in the ticketing system to maintain accurate records and track issues and provide timely and accurate updates to clients on the status of their service requests.
• Utilize our ticketing system, remote support software, MDM software, and other agent software to provide efficient and effective technical support to clients.
• Document and escalate complex issues to Tier 2 support as needed and continue to learn new skills to reduce escalations and advance within the company.
• Create and maintain detailed documentation of troubleshooting steps and issue resolution for future reference.
• Follow up all communications and actions with emails to confirm what has been done and ensure that the client's time is not wasted.
• Communicate with other members of the IT team to ensure prompt resolution of customer issues.
• Meet or exceed established KPIs, including customer satisfaction (CSAT) scores, and time to first contact on a ticket (with a focus on responding as promptly as possible to ensure high customer satisfaction and timely resolution)
• Participate in team meetings and contribute ongoing knowledge base development and improvement of support processes.
• Participate in training and development opportunities to improve technical knowledge and skills.
• Maintain a strong understanding of company products, services, and technologies to provide effective support.
• Stay updated on industry trends and best practices in IT support and customer service.

 Skills and Qualifications

Technical Proficiency:

• 2-3 years of experience in a help desk or technical support role.
• Knowledge and understanding of computer hardware, software, and operating systems for both Mac and PC Platforms (Windows, macOS, Linux)
• Knowledge of mobile device software.
• Familiarity with common software applications (e.g., Google Workspace, Microsoft 365, Active Directory) and other related software and systems.
• Knowledge of networking fundamentals.

Troubleshooting Skills

· Ability to diagnose and resolve hardware and software issues.

· Strong problem-solving skills to identify root causes and implement solutions. 

· Ability to follow specific procedures and protocols for technical support and issue resolution.

Communication Skills: 

· Strong communication and documentation skills to ensure efficient and effective technical support.

· Ability to explain technical concepts to non-technical users.

· Active listening skills to understand user issues clearly.

 Customer Service Orientation:

· Strong focus on customer service and satisfaction.

· Patience and empathy when dealing with frustrated users.

 Time Management:

· Ability to prioritize tasks and manage multiple support requests simultaneously.

· Organizational skills to track and document support issues accurately.

Team Collaboration

· Ability to work well in a team environment.

· Willingness to collaborate with other IT staff and departments. 

Adaptability

· Willingness to learn new technologies and adapt to changing environments.

· Flexibility to handle a variety of tasks shift priorities as needed.

 Qualifications:

 Education: 

· High School diploma or equivalent required; Associate’s degree preferred.

· Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional can be advantageous.

 Experience:

· Previous experience in a technical support role, preferably in an MSP environment or similar.

· Familiarity with ticketing systems and IT service management tools.

Additional Requirements

• Willingness to learn and develop technical skills to advance within the company.
• Participate in an on-call rotation to provide after-hours support to clients as needed.
• Work an 8-hour shift between the hours of 8am-5pm, with occasional flexibility required to accommodate client needs.
• Other duties as assigned.

Technology Lab is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Job Status: Exempt/Full-Time 

Location: Orlando, FL

Job Description:

TheTier 1 Field Tech will be responsible for onsite and remote technical support.They will be responsible for installing, configuring, troubleshooting, andmaintaining various hardware and software systems, including but notlimited to: network hardware, access points, projectors, doc cams, andcharging carts. The Tier 1 Field Tech will work closely with the Tier 2 and 3techs to resolve more complex issues.

PrimaryResponsibilities:

• Provide onsite and remote technical support to clients

• Install and configure various hardware and software systems, including networkhardware, access points, projectors, doc cams, and charging carts

• Diagnose minor A/V issues such as HDMI, projectors, doc cams

• Handle help desk tickets and escalate issues to higher tier techs as needed

• Provide excellent customer service and technical support

• Ensure proper documentation and communication of all client interactions andresolutions

• Work closely with other techs to resolve complex technical issues

Skillsand Qualifications:

• High school diploma or equivalent;

• 1-2 years of experience in a technical support role

• Technical knowledge of Google Workspace, Microsoft 365, Macs, PCs, andChromebooks

• Ability to identify network hardware, including switches, racks, firewalls,patch panels, and fiber

• Ability to lift up to 50 pounds and stand on feet for long periods of time

• A valid driver's license

• Excellent communication and customer service skills

• Professional appearance and demeanor

• CompTIA A+ certification is preferred

Additional Requirements:

• Availability to work onsite at clients 70% of the time and remotely 30% of thetime

• Ability to work occasional evenings and weekends as needed

• Willingness to participate in an on-call rotation

Thisis a full-time, exempt position with a regular schedule of 8-5, Monday throughFriday. However, the Tier 1 Field Tech may be required to work outside ofthese hours on occasion, such as during large project rollouts or systememergencies. We strive to provide a work-life balance for all ouremployees and will provide a company car and cell phone for work use.

Other duties

Pleasenote this job description is not designed to cover or contain a comprehensivelisting of activities, duties or responsibilities that are required of theemployee for this job. Duties, responsibilities, and activities may changeat any time with or withoutnotice.

Location: Nashville, In Office

Status: Full time/Exempt

Reports to: VP of Operations

Summary

The Tier I Field Project Technician provides technical support to clients in the field, both remotely and on-site, with a focus on resolving technical issues that cannot be resolved remotely. This role requires a solid understanding of networking concepts and hardware, as well as strong troubleshooting skills. The Tier I Field Project Technician is expected to participate in large-scale IT projects, including network installations, server migrations, and hardware upgrades. This role collaborates with Tier 2-3 technicians to resolve complex network and system-based issues. This role requires the ability to scope projects through systems and network environment research, client discovery calls, and estimating project tasks as well as estimating task timing to be reviewed in collaboration with Tier 2-3 techs and Project Manager.

Responsibilities

• Provides timely and accurate updates to clients and the internal team on project status and issue resolution.
• Troubleshoot various platforms such as Microsoft Windows (All Versions), Mac OSX, Windows Server (All Versions), SQL Server, MS Exchange, Active Directory, Terminal Services, Microsoft Azure, VMWare, Meraki, Cisco, Aruba, and more including various networking protocols such as VPN, TCP/IP, etc.
• Communicate in layman’s terms complex technology to customers in person and over the phone.
• Assist in the rollout of large projects, including installation of computers, servers, firewalls, switches, APs, and more, as well as using network planning/tuning software to ensure adequate Wi-Fi coverage.
• Utilizes our organization’s monitoring software/hardware used in the maintaining the client’s systems and network infrastructure.
• Ensures the integrity and security of enterprise data on host computers, multiple databases, and during data transfer in accordance to business needs and industry best-practices regarding privacy, security, and regulatory compliance.
• Assesses system performance. Sets up and observes network, systems and peripherals. Recommends and implements upgrades or improvements. Resolves system related problems and offers technical assistance to users.
• Monitors performance and maintains security of systems and LANs. Work with multiple hardware and software platforms.
• Perform Disaster Recovery functions for supported end clients.
• Coordinate with Sales Staff and Management, as well as other technical staff on project planning, and implementation.
• Provides intensive research and project scoping for requested projects to provide accurate project tasks, estimated hours for tasks, and project summary that includes critical user experience and timeline considerations.

Requirements and Qualifications

• Associate's degree in a related field, or equivalent experience. 
• 3+ years of experience providing technical support, with a focus on networking and A/V equipment. 
• Strong understanding of networking concepts and hardware, including routers, switches, firewalls, and access points. 
• Experience with server installations, network migrations, and hardware upgrades. 
• Familiarity with audio/visual equipment, including projectors, document cameras, and audio systems. 
• Ability to configure and troubleshoot a variety of devices, including computers, mobile devices, printers, and networking equipment. 
• Strong troubleshooting skills and the ability to diagnose complex technical issues. 
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical clients. 
• Detail-oriented with excellent documentation skills. 
• Valid driver's license and ability to travel to client sites, up to 4-5 days at a time. 
• Valid driver's license and ability to travel to client sites. 
• Ability to lift up to 50 pounds and work in tight spaces. 
• Flexibility to work outside of normal business hours, including on-call rotations and overnight travel. 
• Possession of relevant certifications, such as CompTIA A+, Network+, and CCNA, is a plus. 

 Key Competencies

• Strong problem-solving abilities and a proactive approach.
• Ability to manage time effectively and prioritize tasks.
• High level of professionalism and customer service orientation.
• Ability to work well in both independent and team environments.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.