Field Services Technician

Back Bay Networks; Dover (NH); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Competitive salary

Medical, Dental & Vision Insurance

Paid Time Off and Holidays

Retirement plan with company match

Company laptop and tools

Company Vehicle for onsite visits

Paid training and certifications

Career growth opportunities

Job summary

Back Bay Networks is seeking a hands-on Field Services Technician to work directly with customers, deploy new equipment, and complete on-site installations across diverse environments. You’ll be the face of the company during onsite visits and collaborate with Help Desk and Project teams to deliver exceptional service.

You will install desktops, networks, VoIP equipment, and security gear, travel for deployments across the continental United States as needed, document work in ConnectWise Manage,

Qualifications

• 2+ years of IT support experience.
• Excellent customer service skills.
• Experience installing Windows workstations and peripherals.
• Basic understanding of networking concepts.
• Experience with Microsoft Windows and Microsoft 365.
• Valid driver's license with a clean driving record.
• Ability to travel overnight for implementation projects when required.

Responsibilities

• Install and replace desktops, laptops, monitors, docks, and peripherals.
• Deploy printers, scanners, and other office equipment.
• Rack and install network equipment.
• Install and configure firewalls, switches, and wireless access points.
• Configure and deploy UniFi networking equipment.
• Install and configure VoIP phones and hosted PBX systems.
• Perform workstation refreshes and office relocations.
• Deliver equipment to customer sites and ensure proper installation.
• Provide professional onsite technical support.
• Troubleshoot hardware, connectivity, and basic Microsoft 365 issues.
• Escalate complex server, networking, and cloud issues to the Help Desk or Engineering team.
• Record all work performed in ConnectWise Manage.
• Update customer documentation after installations.
• Maintain accurate inventory and asset information.
• Complete service documentation before closing tickets.

Skills

Customer service

Onsite IT

Networking basics

Windows & M365

Travel willingness

Tools

UniFi networking

Fortinet/SonicWall

Hosted VoIP

Microsoft Intune

ConnectWise Manage

Datto RMM

Imaging & deployment

Cable/rack installs

Job description

About the Role

We're looking for a hands-on Field Services Technician who enjoys working directly with customers and technology. This role is ideal for someone who likes being out of the office, deploying new equipment, completing on-site installations, and ensuring our clients have a seamless technology experience.

You'll serve as the face of our company during onsite visits while working closely with our Help Desk and Project teams. Whether you're replacing workstations, installing network equipment, deploying VoIP phones, or onboarding a new client, you'll play a key role in delivering exceptional service.

What You'll Do

Client Deployments

• Install and replace desktops, laptops, monitors, docks, and peripherals
• Deploy printers, scanners, and other office equipment
• Rack and install network equipment
• Install and configure firewalls, switches, and wireless access points
• Configure and deploy UniFi networking equipment
• Install and configure VoIP phones and hosted PBX systems
• Perform workstation refreshes and office relocations
• Deliver equipment to customer sites and ensure proper installation

Projects

• Participate in new client onboardings
• Assist with office expansions, relocations, and technology refreshes
• Travel throughout the continental United States for customer onboarding and deployment projects as needed
• Work alongside Project Engineers during larger implementations

Customer Support

• Provide professional onsite technical support
• Troubleshoot hardware, connectivity, and basic Microsoft 365 issues
• Escalate complex server, networking, and cloud issues to the Help Desk or Engineering team
• Communicate clearly with customers regarding progress and expectations

Documentation

• Record all work performed in ConnectWise Manage
• Update customer documentation after installations
• Maintain accurate inventory and asset information
• Complete service documentation before closing tickets

What We're Looking For

Required

• 2+ years of IT support experience
• Excellent customer service skills
• Experience installing Windows workstations and peripherals
• Basic understanding of networking concepts
• Experience with Microsoft Windows and Microsoft 365
• Comfortable lifting and moving computer equipment (up to 50 lbs.)
• Valid driver's license with a clean driving record
• Ability to travel overnight for implementation projects when required

Preferred

Experience with:

• UniFi networking
• Fortinet or SonicWall firewalls
• Hosted VoIP systems
• Microsoft Intune
• ConnectWise Manage
• Datto RMM
• Hardware imaging and deployment
• Cable management and rack installations
• Network cabling and patch panels

What Success Looks Like

You are someone who:

• Enjoys working in different environments every day
• Takes pride in clean, organized installations
• Represents the company professionally at customer sites
• Works independently while staying connected with the Service Desk
• Communicates effectively with both customers and teammates
• Is dependable, organized, and detail-oriented

Benefits

• Competitive salary
• Medical, Dental & Vision Insurance
• Paid Time Off and Paid Holidays
• Retirement plan with company match
• Company laptop and tools
• Company Vehicle for onsite visits
• Paid training and certification opportunities
• Career growth into Project Engineering or Systems Engineering
• Team-oriented culture with opportunities to work on exciting technologies