Progressive Computing Inc
POSITION SUMMARY
In Person
-The Field Technician provides onsite technical support to clients, performing installation, configuration, maintenance, and troubleshooting of hardware, software, and networking systems. Field Technicians ensure professional, timely, and high-quality service delivery in alignment with service level agreements (SLAs). This position offers a structured path for advancing technical expertise and responsibilities over time, with opportunities to take on more complex assignments and grow into senior technical roles within the organization.
QUALIFICATIONS
Education / Certifications a. Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (preferred) b. Certifications such as CompTIA A+, Network+, Microsoft MCSA, CCNA, or equivalent technical certifications are a plus but not required
Work Experience a. Level 1: 0-2 years of technical support or IT-related experience; internships or equivalent hands-on learning acceptable b. Level 2: 2-4+ years of field or technical support experience, preferably within an MSP or IT services environment
Skills or Abilities a. Strong customer service and communication skills b. Ability to work independently and manage time effectively while traveling between client locations c. Proficiency in diagnosing and resolving technical issues quickly and efficiently d. Familiarity with PSA/RMM tools and documentation practices e. Ability to lift and transport equipment as required for installations and repairs
Must possess a valid driver's license and have reliable access to a personal vehicle for travel to client sites
Ability to lift and transport equipment, up to 40lbs., as required for installations and repairs
ACCOUNTABILITIES
Provide onsite installation, configuration, and troubleshooting of hardware, software, and networking equipment.
Perform onsite diagnostics and repairs for service tickets appropriate to skill level.
Assist in implementing infrastructure and project work at client sites.
Ensure all work is documented accurately in the PSA system, including time entries and resolution notes.
Maintain strong communication with the Service Desk and Project Teams to ensure alignment of client needs and updates.
Conduct preventive maintenance visits and site inspections to identify potential issues before they become service-impacting.
Maintain a professional demeanor and appearance while representing the company at client locations.
Adhere to safety protocols and company policies while working onsite.
PERFORMANCE METRICS
In addition to the standard HR performance metrics, this position will be rated according to the following criteria:
SLA adherence for onsite ticket resolution
Customer satisfaction ratings for onsite visits
Accuracy and timeliness of documentation in PSA system
First-visit resolution rate
Number of repeat issues from serviced equipment
Skill development progress toward Level 3 (Primary Technician) competencies
Level Differentiation:
Level 1 - Entry Level:
Handles routine onsite support tasks, such as workstation setups, basic networking troubleshooting, and peripheral installations.
Escalates complex technical issues to Level 2 or Primary Technician.
Works under close supervision with structured assignments.
Focus on developing core technical skills and understanding company processes.
Level 2 - Intermediate:
Handles more complex onsite technical tasks, including server and network equipment troubleshooting, advanced workstation issues, and on-premises system integrations.
Assists with project-related tasks and may lead smaller onsite initiatives.
Provides mentorship to Level 1 Field Technicians.
In Person
-The Field Technician provides onsite technical support to clients, performing installation, configuration, maintenance, and troubleshooting of hardware, software, and networking systems. Field Technicians ensure professional, timely, and high-quality service delivery in alignment with service level agreements (SLAs). This position offers a structured path for advancing technical expertise and responsibilities over time, with opportunities to take on more complex assignments and grow into senior technical roles within the organization.
QUALIFICATIONS
Education / Certifications a. Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (preferred) b. Certifications such as CompTIA A+, Network+, Microsoft MCSA, CCNA, or equivalent technical certifications are a plus but not required
Work Experience a. Level 1: 0-2 years of technical support or IT-related experience; internships or equivalent hands-on learning acceptable b. Level 2: 2-4+ years of field or technical support experience, preferably within an MSP or IT services environment
Skills or Abilities a. Strong customer service and communication skills b. Ability to work independently and manage time effectively while traveling between client locations c. Proficiency in diagnosing and resolving technical issues quickly and efficiently d. Familiarity with PSA/RMM tools and documentation practices e. Ability to lift and transport equipment as required for installations and repairs
Must possess a valid driver's license and have reliable access to a personal vehicle for travel to client sites
Ability to lift and transport equipment, up to 40lbs., as required for installations and repairs
ACCOUNTABILITIES
Provide onsite installation, configuration, and troubleshooting of hardware, software, and networking equipment.
Perform onsite diagnostics and repairs for service tickets appropriate to skill level.
Assist in implementing infrastructure and project work at client sites.
Ensure all work is documented accurately in the PSA system, including time entries and resolution notes.
Maintain strong communication with the Service Desk and Project Teams to ensure alignment of client needs and updates.
Conduct preventive maintenance visits and site inspections to identify potential issues before they become service-impacting.
Maintain a professional demeanor and appearance while representing the company at client locations.
Adhere to safety protocols and company policies while working onsite.
PERFORMANCE METRICS
In addition to the standard HR performance metrics, this position will be rated according to the following criteria:
SLA adherence for onsite ticket resolution
Customer satisfaction ratings for onsite visits
Accuracy and timeliness of documentation in PSA system
First-visit resolution rate
Number of repeat issues from serviced equipment
Skill development progress toward Level 3 (Primary Technician) competencies
Level Differentiation:
Level 1 - Entry Level:
Handles routine onsite support tasks, such as workstation setups, basic networking troubleshooting, and peripheral installations.
Escalates complex technical issues to Level 2 or Primary Technician.
Works under close supervision with structured assignments.
Focus on developing core technical skills and understanding company processes.
Level 2 - Intermediate:
Handles more complex onsite technical tasks, including server and network equipment troubleshooting, advanced workstation issues, and on-premises system integrations.
Assists with project-related tasks and may lead smaller onsite initiatives.
Provides mentorship to Level 1 Field Technicians.