Field Services Technician

Socket.dev; Buffalo (NY); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work environment

Competitive benefits

Professional development opportunities

Job summary

Netrio is seeking a Field Services Technician to handle proactive onsite visits, remote support, and related tasks across client sites in a hybrid work setting. You will coordinate with the Field Services Manager, Field Coordinator, and Client Services teams to ensure timely service delivery and accurate documentation.

The role emphasizes strong technical troubleshooting, customer-focused communication, and collaboration across departments to improve operations and service quality.

Qualifications

• 2+ years of experience in remote and/or field support with small to medium-sized businesses in network administration.
• At least 1 Microsoft or preferred vendor certification (CompTIA, WatchGuard, etc.).
• Proven technical troubleshooting effectiveness and escalation management skills.
• Ability to adapt to new technologies and ongoing learning in the field.

Responsibilities

• Demonstrate Netrio’s core values and culture through daily work interactions, effectively communicating between the Netrio team and customers.
• Contribute to the overall success of the team, working collaboratively with others across departments to move operations forward.
• Provide recommendations and decisions on the urgency of projects and service appointments, influencing the prioritization of tasks and delivery.
• Offer feedback on day-to-day operations, interacting with technicians, teams, and customers to improve efficiency and service quality.
• Work with the Client Services and Field Team to ensure smooth operations, enhancing communication and process flow.
• Strong technical troubleshooting skills, with the ability to assess when to assist technicians.

Skills

Remote support

Network administration

Troubleshooting

Documentation

Learning agility

Job description

About the role

The Field Services Technician position will model the Netrio mission, vision, and values each day, functioning as a guide for daily accountabilities and responsibilities. This role will concentrate on the areas of performing proactive onsite visits, reactive onsite visits and completing supporting tasks and/or documentation supporting those visits. This role includes

onsite and remote visits (planned or unplanned), equipment deliveries and other tasks as assigned by the Field Services Manager, Field Coordinator, Field Supervisor, and Client Services Supervisor.

What you'll do

KEY RESPONSIBILITIES

Core Values & Communication

• Demonstrate Netrio’s core values and culture through daily work interactions, effectively communicating between the Netrio team and customers.

Team Collaboration & Contributions

• Contribute to the overall success of the team, working collaboratively with others across departments to move operations forward.

Technical & Project Recommendations

• Provide recommendations and decisions on the urgency of projects and service appointments, influencing the prioritization of tasks and delivery.

Feedback & Improvement

• Offer feedback on day-to-day operations, interacting with technicians, teams, and customers to improve efficiency and service quality.

Collaboration with Client Services & Field Teams

• Work with the Client Services and Field Team to ensure smooth operations, enhancing communication and process flow.

KEY COMPETENCIES

Technical & Troubleshooting Expertise

• Strong technical troubleshooting skills, with the ability to assess when to assess when to provide support to technicians.

116 N. Tennessee St., Suite 200, McKinney, TX 75069

[e-mail] | 123-456-7890 | www.netrio.com

Customer-Focused

• Ability to identify customer needs and ensure that service and project delivery aligns with their expectations.

Collaboration & Team Support

• Actively engages with teams and departments to ensure that tasks and projects are completed effectively and efficiently.

Self-Motivated & Adaptable

• Self-driven and able to work both independently and collaboratively within a team to meet objectives and standards.

Attention to Detail

• Pays close attention to detail in technical work and documentation, ensuring quality and accuracy in all tasks and communications.

Qualifications

Required:

• 2+ years of experience in remote and/or field support with small to medium-sized businesses in network administration.
• At least 1 Microsoft or preferred vendor certification (CompTIA, WatchGuard, etc.).
• Proven technical troubleshooting effectiveness and escalation management skills.
• Ability to adapt to new technologies and adopt continuous learning in the field.

Preferred:

• Strong documentation and communication skills, with the ability to follow procedures accurately.

WORK ENVIRONMENT + BENEFITS

Netrio offers a hybrid work environment, prioritizing work-life balance, continuous learning, and a supportive team culture. We invest in our people by providing comprehensive benefits, including:

• Competitive salary and bonus structure.
• Comprehensive benefits package
• Wellness programs and professional development opportunities.

The above statements reflect the general details necessary to describe the principle functions

of the occupation described and shall not be construed as a detailed description of all the

work requirements that may be inherent in the occupation.