Field Support Technician

Aqueity is looking for a customer-facing Field Support Technician to serve as the critical link between our Managed Services clients and internal technical support team. This role focuses on delivering onsite technical support, troubleshooting end-user and infrastructure issues, and maintaining clear communication throughout the support lifecycle. The Field Support Technician ensures client needs are clearly understood, issues are resolved efficiently, and service is delivered with professionalism, responsiveness, and trust. This position requires regular travel to client sites and the ability to operate independently in fast-paced client environments. When not deployed onsite, the Field Support Technician supports the internal service desk through remote troubleshooting, ticket management, and operational support across Aqueity’s client base.

• Provide hands-on technical support at client sites across hardware, software, and network environments
• Provide initial communication and triage for complex issues, escalating to senior engineering teams in a timely manner
• Manage multiple active client issues simultaneously, prioritizing effectively to meet client response and resolution targets
• Identify and communicate recurring issues or site conditions to internal teams

• When not deployed to client sites, provide remote technical support including handling tickets, responding to service requests, and assisting with equipment staging and preparation

• Represent Aqueity professionally in every client interaction; conduct, communication, and responsiveness directly reflect on the company
• Accurately document troubleshooting steps, resolutions, and time entries within the ticketing system
• Keep clients informed on issue status, timelines, and next steps in clear, non-technical language

• Proficiency with Windows operating systems, Microsoft 365, Active Directory, TCP/IP, DNS, DHCP, common business applications, printers, VoIP systems, and wireless networks
• Basic understanding of cybersecurity best practices and awareness of common threats
• Strong organizational and time management skills with the ability to handle multiple priorities simultaneously
• Excellent verbal and written communication skills with a customer-focused mindset
• Ability to maintain professionalism and composure in high-pressure or time-sensitive situations
• Ability to occasionally lift and transport IT equipment up to 50 lbs.
• Valid driver's license and reliable personal vehicle required

• Experience with ConnectWise, Kaseya, or similar RMM/PSA platforms
• Familiarity with firewalls, networking equipment, and cybersecurity tools
• Familiarity with Azure or cloud-based environments
• CompTIA A+, Network+, Security+, or Microsoft certifications
• Experience working with an MSP or IT consulting firm

• Minimum of high school diploma required
• 2+ years of experience in an end-user technical support role or equivalent combination of education and experience

• Competitive salary based on experience
• Health, dental, and vision insurance
• Performance-based bonuses and incentives
• Supportive and collaborative work culture
• Professional growth and advancement opportunities
• On-the-job training and mentorship

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