Information Technology Field Technician

Job Description-IT Field Technician 

Company Description 

Amicus MSP is an IT solutions provider based in Irvine, CA, offering managed services, network solutions, and IT support. We focus on empowering our partners with effective, efficient, and secure IT solutions while providing exceptional customer service. Our custom solutions are designed to meet the specific needs of each client without exceeding their budget. 

Role Description 

This is a full-time role for an Information Technology Field Technician- at Amicus MSP. The Field Technician will be responsible for providing onsite technical support, ensuring a seamless end-user experience, and a first point of contact for complex tier one and tier two issues. This role requires some advanced technical skills and strong customer service. This position will be a valuable member of our client-facing staff in order to maintain system reliability, providing on-site support assistance, and ensuring that our client’s site services are running secure, effective and efficient. Onsite services required for Orange County & surrounding cities, with occasional remote work maybe assigned. 

Qualifications 

• Strong customer service experience, with a demonstrated ability to manage user expectations and provide clear, effective communication. 
• Experience with M365 Administration: Entra ID, Exchange, InTune. 
• Experience using ticketing systems.  
• Experience with remote management and monitoring tools. 
• Minimum 1 year of proven experience as an IT Support Technician or similar role. 
• Associate’s degree in Information Technology, or a related field (Bachelor’s degree preferred). Additional years of work experience accepted in lieu of Degree. 
• Strong knowledge of computer hardware, software, and operating systems, including Windows, macOS, mobile devices Advanced troubleshooting skills across a wide range of IT systems, including networked devices and endpoint security solutions. 
• Basic knowledge of network protocols and troubleshooting (TCP/IP, DNS, DHCP). 
• Basic knowledge of A/V technology and Conference Room support. 
• Basic knowledge of Zoom and Teams conference platforms. 
• Excellent problem-solving and communication skills. 
• Ability to work independently, and as part of a team. 
• Strong analytical and problem-solving abilities 
• Excellent communication and customer service skills 
• Ability to work independently and prioritize tasks effectively 
• At least one industry-related certification (e.g., CompTIA A , Network , Security , Microsoft Certified Professional, Microsoft 365 certified) are highly desirable. 
• Ability to maintain a positive working relationship with business lines and other departments 

Key Responsibilities: 

• Troubleshooting: Identifying the root cause of technical issues reported by users regarding software applications, operating systems, network connectivity, hardware malfunctions, etc.  
• Customer Support: Onsite customer support services or inquiries via phone, email, or text chat, clearly explaining technical concepts to non-technical users, and guiding them through problem-solving steps.  
• Remote Assistance: Utilizing remote access tools to diagnose and resolve issues on a customer's computer system.  
• Software Installation and Configuration: Installing and configuring software applications, updates, and drivers on user systems.  
• Hardware Support: Assisting with basic hardware troubleshooting, including identifying faulty components and coordinating repairs.  
• Documentation: Maintaining accurate records of customer issues, solutions provided, and relevant details in a ticketing system.  Writing clear and concise knowledge base documents for team and clients as needed. 
• Training and Knowledge Base Updates: Staying current on the latest product updates, features, and technical information by attending training sessions and contributing to knowledge base documentation.  
• Escalation: Identifying complex issues that require escalation to senior technical support or engineering teams.  
• Teamwork: Working well with both internal and external group teams. Enhances team productivity by helping others 
• Communication: Availability during work hours to communicate via email, teams, phone, as needed. Review and communicate within multiple email inboxes, calendars, and Teams channels. 

Industry: Computer and Network Security 

Employment Type: Full-time