Field Technician - MSP

Valeo Networks; Houston (TX); Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Paid time off

Medical insurance

Dental insurance

Vision insurance

Life insurance

Certification reimbursement

Professional development assistance

Job summary

Forte Technologies, formerly Valeo Networks, is seeking a motivated Service Desk and on-site technical specialist for the Houston area. You will join the technical support team, travel to client sites, resolve hardware, software and network issues, and document findings in real time.

Role requires customer service focus, ability to work independently, and willingness to transition from remote to in-office in Houston. Certifications such as A+, MCP, MCSE are preferred.

Qualifications

• A+, MCP, MCSE certifications preferred but not mandatory.
• Strong basic understanding of network setups and configurations.
• Experience with IT services and remote support is a plus.
• Proficient in Microsoft Office Suite.

Responsibilities

• Travel to client sites to install, configure, troubleshoot, and repair hardware, software, and network issues
• Serve as onsite primary contact and represent the company professionally
• Back up the Help Desk queue and manage tickets in Autotask
• Monitor and respond to Help Desk requests using remote administration tools
• Document onsite work and resolutions in real time
• Follow SOPs for escalation procedures
• Troubleshoot Microsoft 365 and other cloud-based suites
• Provide first-level support for client software, OS, network, and hardware
• Maintain client site documentation in IT Glue
• Document internal procedures
• Meet performance metrics and onsite response times

Skills

On-site hardware & network troublesho/

Customer-facing communication

Microsoft 365 troubleshooting

Documentation skills

Education

A+/MCP/MCSE certifications

Tools

Autotask

IT Glue

Microsoft 365

Job description

SUMMARY

Tech firm looking to hire a highly motivated, self-driven Service Desk and on-site technical individual; please read the entire description before submitting for candidacy. This position is expected to not just maintain but constantly improve and further your education in the industry. We are looking for someone who lives and breathes tech. You will be part of the technical support team taking care of customers, going on-site, resolving customer issues, installing servers, and firewalls, prioritizing support requests, and troubleshooting end-user tickets. Attention to detail is very important; documentation is a must. The team is responsible for ensuring customers are satisfied, tickets are prioritized, and server/networking issues are resolved and escalated if needed. Attitude is important as you will be dealing with our clients directly; we are also looking for a positive attitude and customer service skills.

SKILLS, KNOWLEDGE & KEY RESPONSIBILITIES

• Travel to client sites to install, configure, troubleshoot, and repair hardware, software, and network issues
• Work with a remote team when necessary to solve complex issues
• Serve as the primary onsite point of contact, resolving issues to the client's satisfaction and representing us professionally in person
• Back up the Help Desk queue when no onsite visits are scheduled, working tickets through Autotask
• Monitor and respond to Help Desk requests using remote administration tools when supporting the queue
• Document onsite work, findings, and resolutions in real time
• Follow SOPs for escalation procedures, including when to escape from onsite to remote specialists or vice versa
• Troubleshoot Microsoft 365 and other cloud-based collaborative suites, both onsite and remotely
• Provide first-level support for client software, operating system, network, and hardware issues
• Maintain client site documentation in IT Glue, including network diagrams, asset inventories, and site-specific procedures
• Document internal procedures
• Meet required performance metrics and utilization targets, including onsite response times and ticket resolution goals
• This position will initially be remote; however, it will transition to an in-office position once our Houston, Texas office is established and operational. Candidates must be able to report to the Houston office once opened. Additionally, this role requires on-site visits to client locations throughout the Houston area and surrounding areas as business needs require.

• Reliable transportation and a valid driver's license to support required client on-sites and office attendance Monday-Friday
• Comfortable working independently at client locations with minimal supervision, while maintaining high standards under multiple deadlines

EDUCATION & CERTIFICATIONS

A+, MCP, and MCSE, certifications are preferred but not mandatory. A strong candidate would demonstrate the following skills and be able to troubleshoot with a high degree of success.

• Above Basic Comprehension of Network Setups and Configurations
• Previous experience working with IT services a plus
• Proficient in Microsoft Office Suite (Outlook, Word, Excel and PowerPoint)
• Historically Clean Motor Vehicle Driving Record, and the ability to maintain a Clean Driving Record

BENEFITS

We’ve got you covered! We offer a competitive compensation and benefits package, including:

• Paid time off (PTO)
• Paid holidays
• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
  
• Certification reimbursement
• Professional development assistance
  
• And more!

ABOUT US

We are Forte Technologies formerly known as Valeo Networks – a full-service, award-winning Managed Security Services Provider (MSSP) – providing cybersecurity, compliance, cloud solutions, network infrastructure, and managed IT services. With a national presence coast-to-coast, Valeo Networks is a one-stop shop for expert IT support!

We are experiencing HUGE growth – firmly seated in the top 5% of revenue-generating MSSPs nationwide, making us one of the largest MSSPs nationally. With much more growth on the horizon, we are looking for the best and brightest people in the technology industry to join our team! We take pride in having a talented workforce that allows us to continue to be flexible, adaptable, efficient, and easy to do business with.

A deep understanding of the industry, state-of-the-art technologies, a drive toward continuous innovation, and a top-down focus on employee growth and career progression have contributed to our A+ company culture. We advance technicians faster than the industry standard, and we value career growth for our employees so that we can continue being the trusted technology partner for our clients.

We are constantly evolving and exploring new ways to enhance our business processes, delight our customers, and provide innovative solutions. To accomplish this, we are 100% people-focused. From our colleagues to our partners and clients, we put people first. We build connections with others by being helpful, dependable, communicative, humble, focused, flexible, and not taking ourselves too seriously. We maintain a work-life balance and invest in our team members to increase knowledge and experience.

Our Mission:

We empower businesses to realize their full potential through secure, managed solutions.

Our Core Values:

• Honesty
• Accountability
• Competency
• Community
• Transformation
• Obsessive Customer Service

People with these virtues are the ones we want to be a part of our team. Our continued commitment to finding the right people is one of the keys to taking us to the next level. These core values lay the groundwork for who we are, where we are going, how we are going to get there, and when we will arrive. It’s a very exciting time at Forte Technologies formerly known as Valeo Networks, and we want you to be a part of it!

DISCLAIMER

This is a full-time position – Overtime may be required to handle emergencies, heavy workloads, or other issues.

This position will initially be remote; however, it will transition to an in-office position once our Houston, Texas office is established and operational. Candidates must be able to report to the Houston office once opened. Additionally, this role requires on-site visits to client locations throughout the Houston area and surrounding areas as business needs require.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and/or skills required of all employees within this class.

ACCOMMODATIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.