Our award-winning client is seeking a NYC MSP Mid-Level Field Technician (Mac/Windows) to join their team. We are currently seeking a skilled Field Technician to provide both remote and on-site technical support in the greater New York metropolitan area. The role involves conducting remote support from our office in Midtown Manhattan and demands strong customer-facing skills, including solutions-based customer service, as well as organizational and documentation strengths. We are specifically looking for a dual technician proficient in both Windows and Mac environments.

Responsibilities:

• Troubleshoot and resolve issues by analyzing, identifying, and diagnosing symptoms.

• Perform root cause analysis using established processes.

• Provide technical assistance with computer hardware and software for clients.

• Resolve issues for customers via phone, in-person, and/or remote support.

• Respond promptly to client requests and meticulously document work time in systems of record, primarily ConnectWise.

• Document all physical assets and software deployed to clients.

• Follow available Knowledge Base Articles (KBAs) and update client documentation as procedures evolve.

• Collaborate with internal teams and external vendors as necessary to achieve the resolution of customer requests.

• Participate in an after-hours on-call rotation.

Technical Proficiencies:

• Proficient in Microsoft Windows, MacOS, iOS, and Android.

• Application troubleshooting in both Windows and Mac environments.

• Network layer 1-3 troubleshooting skills.

• Email Security expertise, including phishing identification/explanation and identification of legitimate hacked accounts.

• Familiarity with Microsoft M365/Google Admin Console, Google Workspace, and Microsoft SharePoint.

• Comfortable supporting Windows in Parallels.

• Server troubleshooting (Server 2012-2022, MacOS Server, NAS).

• Email migrations and 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.

• Advanced email troubleshooting, including NDR and contacting email host support.

• The printer relays through O365/Google.

Required Qualifications:

• Ability to explain technical concepts to non-technical users with approachability and empathy.

• Prioritization of a queue of dispatched service desk tickets.

• Maintenance of professionalism and aptitude for handling technical issues promptly.

• Proficiency in escalating issues concerning triage requirements.

• Proven track record of at least 3 years of experience supporting Windows and Apple environments.

• Ability to work well in a team environment.

• Strong organizational skills and the ability to manage multiple customers and multiple 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 knowledge of DNS (dig, host, A, C, mx, ns, txt, spf).

• 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 is a plus.

• Some administrative experience with MDM products such as JAMF, Mosyle, Intune, and Meraki.

• Certifications (CCNP, CCDA, VCP, Citrix) are a plus.