(FL) Sr Support Desk Techinician

BoomTech, Inc.; Boca Raton (FL); On-site; USD 30,000 - 47,000; Full time

Job summary

BoomTech, Inc. is seeking a Field Technician to join our MSP team. You will provide onsite support to clients, troubleshoot hardware and software, and ensure optimal hardware/software performance across sites in the Boca Raton area.

The role requires strong technical knowledge, excellent communication, and the ability to work independently while delivering timely resolution of client issues per SLAs. Travel to client sites will be required.

Qualifications

• 5+ years in technical support within an MSP environment.
• A+ Certification or equivalent technical certs required.
• Strong working knowledge of networking protocols (DNS, DHCP, TCP/IP, VPNs).
• Experience with virtualization technologies (VMware, Hyper-V) is a plus.
• Ability to lift and carry up to 50 lbs and valid driver's license.

Responsibilities

• Provide onsite technical support for clients, including hardware repairs, software troubleshooting, and network installations.
• Perform preventative maintenance on client systems to minimize downtime.
• Install and configure hardware, software, and networking equipment.
• Set up and troubleshoot desktops, laptops, printers, servers, and other IT peripherals.
• Respond to service requests promptly and meet SLAs.
• Diagnose and resolve network issues including routers, switches, and firewalls.
• Document service activities in the ticketing system accurately.

Skills

Strong customer service

Excellent communication

Independent worker

Time management

Team collaboration

Education

A+ Certification

CompTIA Network+

Microsoft Certified Professional

Tools

VMware

Hyper-V

VPNs

Ticketing system

Job description

We are seeking a dedicated and skilled Field Technician to join our Managed Service Provider (MSP) team. The Field Technician will play a critical role in providing onsite support to our clients, troubleshooting and resolving technical issues, and ensuring optimal performance of hardware and software. This position requires a strong technical aptitude, excellent communication skills, and the ability to work independently to resolve client needs efficiently.

Essential Duties and Responsibilities:

• Provide onsite technical support for clients, including hardware repairs, software troubleshooting, and network installations.
• Perform preventative maintenance on client systems to ensure smooth operations and minimize downtime.
• Install and configure hardware, software, and networking equipment.
• Assist with the setup and troubleshooting of desktops, laptops, printers, servers, and other IT peripherals.
• Respond promptly to client service requests, ensuring timely resolution of issues in accordance with service level agreements (SLAs).
• Diagnose and resolve network and connectivity issues, including routers, switches, and firewalls.
• Maintain and update accurate records of service activities in the company's ticketing system.
• Train clients on the proper use of systems, software, and devices as needed.
• Communicate with the MSP team remotely to elevate issues, share knowledge, and ensure efficient service delivery.
• Provide on-call support, as needed, for emergency service or after-hours requests.
• Travel to various client sites within the assigned geographic area to perform services.
• Maintain professional and courteous client relationships, ensuring high levels of customer satisfaction.

Knowledge, Skills, and Abilities Required:

• Strong technical knowledge of hardware, software, and networking concepts (e.g., routers, switches, firewalls, and VPNs).
• Ability to diagnose and resolve technical issues with minimal supervision.
• Solid understanding of Windows and macOS operating systems, Microsoft Office suite, and common business applications.
• Proficiency in remote troubleshooting tools, ticketing systems, and documentation best practices.
• Ability to install, configure, and troubleshoot desktop computers, laptops, and printers.
• Experience with system imaging, backup solutions, and disaster recovery methods.
• Strong customer service orientation with excellent interpersonal and communication skills.
• Ability to work independently and as part of a team.
• Strong attention to detail and excellent organizational skills.
• Ability to prioritize and manage time effectively, handling multiple service requests simultaneously.

Qualifications:

• 5+ years of experience in technical support role, within an MSP environment.
• A+ Certification or equivalent technical certifications required (e.g., CompTIA Network+, Microsoft Certified Professional).
• Strong working knowledge of networking protocols, including DNS, DHCP, TCP/IP, and VPNs.
• Experience with virtualization technologies (e.g., VMware, Hyper-V) is a plus.
• Ability to lift and carry up to 50 lbs of equipment.
• Reliable transportation and a valid driver's license required.
• Flexibility to work outside of standard business hours when necessary.
• Excellent problem-solving skills and a proactive approach to resolving client issues.