Job Description

Our esteemed client is actively seeking a dedicated NYC MSP Mid-Level Field Technician (Windows) to join their award-winning team. This role involves providing both remote and on-site technical support in the greater New York metropolitan area, with a focus on Windows environments. Working from our Midtown Manhattan office, the technician is expected to display exceptional customer-facing skills, solutions-based customer service, and proficiency in organization and documentation. The ideal candidate will have a strong enthusiasm for Windows solutions and future developments, with experience in white glove service and supporting C-suite executives. Daily presence at one client site for four hours is required, and the position reports directly to the Service Desk Manager.

Responsibilities:

• Troubleshoot and resolve technical issues in Windows environments.
• Perform root cause analysis using established processes.
• Provide technical assistance with computer hardware and software.
• Resolve customer issues via phone, in-person, and remote support.
• Respond promptly to client requests and document work time in ConnectWise.
• Document all physical assets and software deployed to clients.
• Follow Knowledge Base Articles (KBAs) and update client documentation.
• Collaborate with internal teams and external vendors for issue resolution.
• Participate in an after-hours on-call rotation with bonus pay.

Technical Proficiencies:

• Proficient in Microsoft Windows, MacOS, iOS, and Android.
• Application troubleshooting.
• Network layer 1-3 troubleshooting.
• Email Security expertise.
• Familiarity with Microsoft M365/Google Admin Console, Google Workspace, and Microsoft SharePoint.
• Experience in email migrations and some familiarity with various email services.
• Knowledge of Enterprise Network Equipment (SonicWall, Meraki, Unifi, etc.).
• Backup escalation/troubleshooting proficiency.
• Advanced VPN client troubleshooting.
• Understanding and configuration of RAID on various platforms.
• VoIP troubleshooting skills.
• Spam filter troubleshooting expertise.
• Advanced email troubleshooting, including NDR and contacting email host support.
• Low-level troubleshooting of Mac OS, applications, and desktop issues.

Required Qualifications:

• Ability to explain technical concepts to non-technical users with approachability and empathy.
• Prioritization of service desk tickets.
• Maintenance of professionalism and prompt handling of technical issues.
• Proficiency in escalating issues as per triage requirements.
• Proven track record of at least 3 years supporting Windows and Apple environments.
• Ability to work well in a team environment.
• Strong organizational skills and effective management of multiple customers and issues.
• Ability to function effectively in a fast-paced environment.
• Experience using a ticketing system/RMM tool and PSA software.

Preferred but not required skills:

• Strong DNS knowledge.
• Proficiency in command line knowledge (CMD, PowerShell, Terminal).
• VPN server configuration/troubleshooting.
• SSL Certificate Administration.
• Strong Hyper-V/VMware skills.
• Some knowledge of Microsoft Active Directory and Microsoft Azure.
• Some knowledge of VMWare and Hyper-V.
• Comfortable with various backup solutions, experience with Acronis being a plus.
• Some administrative experience with MDM products such as JAMF, Mosyle, Intune, and Meraki.
• Certifications (CCNP, CCDA, VCP, Citrix) are a plus.