Technical Support

Field Support Technician Lead

Overview:
We're looking for a skilled and proactive Field Support Technician Lead to join our team. In this role, you’ll be the go-to expert for on-site technical support, leading escalations, managing support staff, and ensuring top-tier service delivery. You’ll work closely with both internal teams and external customers to troubleshoot, resolve, and document complex IT issues.

Key Responsibilities:

• Provide advanced on-site technical support, including installation, repair, and maintenance of systems and equipment.
• Troubleshoot and resolve issues related to hardware, software, networking, and system upgrades.
• Guide customers on proper system usage and maintenance.
• Verify system functionality and quality; escalate complex issues to the appropriate teams as needed.
• Serve as the main point of contact for administrative and technical communication on assigned projects.
• Track and report system performance trends and recurring issues.

Leadership Duties:

• Act as the lead escalation point for complex or unresolved tickets.
• Oversee ticket handling and ensure SLA compliance.
• Manage on-site support team operations, including:
• Infra on-call scheduling and tool maintenance (ServiceManager).
• Attendance, tardiness, and time-off requests.
• Overtime tracking and approvals.
• Coordinate with project teams on staffing, coverage, timelines, and resource tracking.

Requirements:

• 5 years of field support experience.
• Strong skills in troubleshooting and supporting hardware/software issues.
• Hands-on experience with:
• Windows XP, 10, and 11.
• Mac OS and iOS devices.
• Network printers (especially HP), including configuration and consumables.
• Active Directory, MS Office, OS365, and phone security.
• Networking concepts, VPNs, and security protocols.
• Experience with PC imaging using SCCM and standalone configurations.
• Proficient in remote support and installations.
• Able to lift up to 40 lbs.

Preferred Qualifications:

• High school diploma or GED required.
• Certifications (preferred but not required):
• Lenovo or other hardware vendor certifications
• CompTIA A , Network , Security
• Apple support training

Work Environment:

• Office-based with some walk-up/kiosk and telco closet support.
• May include on-call and weekend work (Critical/High Priority only).
• Shift-based schedule required.

Let me know if you'd like this tailored to a specific company or posted in a certain style (LinkedIn, internal posting, etc.).

Job Type: Contract

Pay: From $21.00 per hour

Expected hours: 40 per week

Compensation Package:

• Hourly pay

Schedule:

• 8 hour shift
• Monday to Friday
• Morning shift
• On call

License/Certification:

• Driver's License (Required)

Ability to Commute:

• Andover, MA 01810 (Preferred)

Ability to Relocate:

• Andover, MA 01810: Relocate before starting work (Preferred)

Work Location: In person

Salary : $21