Field Support Technician - On-siteAqueity is looking for a customer-facing Field Support Technician to serve as the critical link between our Managed Services clients and internal technical support team. This role focuses on delivering onsite technical support, troubleshooting end-user and infrastructure issues, and maintaining clear communication throughout the support lifecycle. The Field Support Technician ensures client needs are clearly understood, issues are resolved efficiently, and service is delivered with professionalism, responsiveness, and trust.
This position requires regular travel to client sites and the ability to operate independently in fast-paced client environments. When not deployed onsite, the Field Support Technician supports the internal service desk through remote troubleshooting, ticket management, and operational support across Aqueity's client base.Responsibilities Onsite Technical SupportProvide hands-on technical support at client sites across hardware, software, and network environmentsProvide initial communication and triage for complex issues, escalating to senior engineering teams in a timely mannerManage multiple active client issues simultaneously, prioritizing effectively to meet client response and resolution targetsIdentify and communicate recurring issues or site conditions to internal teamsService Desk SupportWhen not deployed to client sites, provide remote technical support including handling tickets, responding to service requests, and assisting with equipment staging and preparationDocumentation and CommunicationRepresent Aqueity professionally in every client interaction; conduct, communication, and responsiveness directly reflect on the companyAccurately document troubleshooting steps, resolutions, and time entries within the ticketing systemKeep clients informed on issue status, timelines, and next steps in clear, non-technical languageEducation & ExperienceMinimum of high school diploma required2+ years of experience in an end-user technical support role or equivalent combination of education and experienceProficiency with Windows operating systems, Microsoft 365, Active Directory, TCP/IP, DNS, DHCP, common business applications, printers, VoIP systems, and wireless networksBasic understanding of cybersecurity best practices and awareness of common threatsStrong organizational and time management skills with the ability to handle multiple priorities simultaneouslyExcellent verbal and written communication skills with a customer-focused mindsetAbility to maintain professionalism and composure in high-pressure or time-sensitive situationsAbility to occasionally lift and transport IT equipment up to 50 lbs.Valid driver's license and reliable personal vehicle requiredPreferred:Experience with ConnectWise, Kaseya, or similar RMM/PSA platformsFamiliarity with firewalls, networking equipment, and cybersecurity toolsFamiliarity with Azure or cloud-based environmentsCompTIA A+, Network+, Security+, or Microsoft certificationsExperience working with an MSP or IT consulting firmWhat We OfferCompetitive salary based on experienceHealth, dental, and vision insurancePerformance-based bonuses and incentivesSupportive and collaborative work cultureProfessional growth and advancement opportunitiesOn-the-job training and mentorshipPay: $50-60k per year