Onetech360 LLC Field Support Technician (Level 1/2) New York, NY · Full time

Apply for Field Support Technician (Level 1/2)

OneTech360 is a Managed Service Provider (MSP) that delivers comprehensive IT support, cloud management, and corporate cybersecurity services. We primarily focus on helping small to mid-sized businesses (SMBs) maintain secure, stable, and highly efficient technology infrastructures without the massive overhead of building an in-house IT department.

About the Role

OneTech360 is seeking a motivated, customer-focused, and technically skilled Field Support Technician (Level 1/2) to join our growing Managed Services team.

This role combines remote support, onsite troubleshooting, project implementation, and customer service. You will support small and mid-sized businesses across a variety of industries, including legal, financial, healthcare, nonprofit, and professional services.

The ideal candidate has strong Windows and Microsoft 365 experience, enjoys solving technical problems, and is comfortable working independently at client locations while maintaining excellent communication with both end users and internal teams.

Primary Responsibilities

End User Support

·        Provide Level 1 and Level 2 technical support remotely and onsite.

·        Troubleshoot and resolve Windows 10 and Windows 11 workstation issues.

·        Support Microsoft 365 environments, including:

o  Outlook

o  Teams

o  OneDrive

o  SharePoint

o  Exchange Online

o  User account administration

·        Support printers, scanners, mobile devices, and peripheral hardware.

·        Perform user onboarding and offboarding activities.

·        Configure and deploy new workstations and laptops.

·        Assist users with password resets, MFA enrollment, and account access issues.

Network & Infrastructure Support

·        Troubleshoot:

o  Network connectivity issues

o  Wireless networking problems

o  VPN connectivity

o  Firewall-related issues

o  Internet service interruptions

·        Install and replace:

o  Switches

o  Firewalls

o  Wireless access points

o  Network equipment and cabling

·        Assist with server maintenance and infrastructure upgrades.

Project & Field Services

·        Travel to client locations to perform:

o  Technical support visits

o  Hardware deployments

o  Office relocations

o  Equipment installations

o  Infrastructure upgrades

·        Assist senior engineers with project implementations and migrations.

·        Support Microsoft 365 migrations, workstation refreshes, and cloud initiatives.

Documentation & Ticket Management

·        Accurately document troubleshooting steps, resolutions, and environment details.

·        Maintain technical documentation within IT Glue.

·        Manage tickets, time entries, and work logs within Autotask.

·        Follow established escalation procedures when issues exceed scope or expertise.

Customer Service

·        Deliver a professional and positive support experience.

·        Communicate clearly with technical and non-technical users.

·        Provide timely updates regarding open issues and project status.

·        Represent OneTech360 professionally while working onsite at client locations.

Required Qualifications

·        2+ years of experience in IT support, field services, or managed services.

·        Strong troubleshooting skills across Windows desktop environments.

·        Experience supporting Microsoft 365 environments.

·        Working knowledge of:

o  Active Directory

o  Microsoft Entra ID (Azure AD)

o  Exchange Online

o  Microsoft Teams

o  SharePoint Online

·        Understanding of:

o  TCP/IP

o  DNS

o  DHCP

o  Wireless networking

o  VPN technologies

·        Experience using ticketing systems and maintaining technical documentation.

·        Strong organizational, communication, and customer service skills.

·        Ability to work independently and manage multiple priorities.

·        Reliable transportation and a valid driver’s license.

Preferred Qualifications

MSP Experience

Previous experience working for a Managed Service Provider (MSP) is strongly preferred.

Candidates with MSP experience typically excel in:

·        Supporting multiple clients and environments simultaneously.

·        Managing ticket queues and service level agreements (SLAs).

·        Accurately documenting technical work.

·        Balancing reactive support with project work.

·        Communicating effectively with a wide variety of end users and business stakeholders.

Technical Experience

Experience with one or more of the following technologies:

·        Datto RMM

·        Autotask PSA

·        IT Glue

·        SonicWall

·        Meraki

·        UniFi

·        Microsoft Intune

·        Windows Server

·        Hyper-V

·        VMware

·        Backup and Disaster Recovery solutions

·        Endpoint Detection & Response (EDR)

·        Managed Detection & Response (MDR)

·        Email security platforms

Certifications (Preferred but Not Required)

·        CompTIA A+

·        CompTIA Network+

·        CompTIA Security+

·        Microsoft MD-102

·        Microsoft AZ-104

·        Microsoft AZ-800

·        Microsoft SC-300

·        Google Workspace Administrator

What Success Looks Like

Within your first 90 days, you will:

·        Successfully manage Level 1 and Level 2 support tickets independently.

·        Complete onsite support visits with minimal supervision.

·        Maintain accurate ticket documentation and time entries.

·        Deliver a consistently high level of customer service.

·        Demonstrate strong troubleshooting and escalation practices.

·        Become familiar with client environments, tools, and company processes.

Schedule

·        Monday – Friday

·        8:30 AM – 5:30 PM

·        Occasional evening, weekend, or early-morning work may be required for maintenance windows, projects, and emergency support.

Benefits

·        Competitive Salary

·        401(k)

·        401(k) Matching

·        Health Insurance

·        Dental Insurance

·        Vision Insurance

·        Life Insurance

·        Paid Time Off

·        Parental Leave

·        Professional Development Assistance

·        Certification Reimbursement

·        Referral Program