Field Technician/Help Desk Engineer (Hybrid)

At Bit By Bit , we’ve been helping organizations thrive since 1987. Originally founded as a database application development and networking company, we’ve grown into a full-service IT firm and a recognized leader in delivering reliable, cost-effective managed IT services across the Tri-State area.

Our team specializes in building and managing solutions that solve critical business challenges . With a unique blend of business technology expertise, certified technicians, and proven processes , we provide our clients with tailored IT solutions that improve productivity, streamline communications, and reduce costs. Beyond technology, our culture is rooted in humility and curiosity , and our vision is simple: to help untangle people and process challenges so businesses can move forward with confidence.

We are seeking a technically skilled and customer-focused IT Support Engineer / Field Technician to join our team. This is a full-time role based in Boston , with on-site presence required 3–5 days per week and field work as needed.

Key Responsibilities

• Provide hands-on technical support of client systems during field visits or dispatches.
• Troubleshoot hardware, software, Windows, Mac, iOS, and Android devices.
• Manage user onboarding and offboarding processes, including new employee setup (PC, phone, mobile, cloud services).
• Support audio/visual and conference room technology.
• Perform on-site installation, repair, maintenance, and testing of systems.
• Diagnose errors or technical problems and determine proper solutions.
• Track issues, time, schedules, and escalations using Bit By Bit’s ticketing system.
• Create and maintain documentation of IT processes and systems (ITGlue).
• Track and maintain client IT hardware inventory.
• Support network and server infrastructure, Active Directory, O365, Google Apps, Exchange, DNS, and backup software.
• Administer antivirus and spam filtering solutions.
• Support VMware, Vsphere, ESXi virtual servers.
• Liaise with ISPs, vendors, and OEMs to resolve issues and facilitate service.
• Act as remote hands for Level 3 engineers as needed.
• Collaborate with technical team members and communicate via Microsoft Teams and email.
• Follow company protocols and standard operating procedures.

Requirements

Qualifications

• Outstanding customer service and communication skills (interpersonal, oral, and written).
• Comfort working with high-level executives and following through on requests.
• Proficiency with Microsoft Suite; experience with MFA, SSO, Active Directory, and O365 preferred.
• Strong troubleshooting and problem-solving ability.
• Ability to build relationships and deliver outstanding client service.
• Minimum 2 years’ experience in an MSP or similar IT support environment (1 year minimum for field tech).
• Bachelor’s degree in a technical field, trade school education, or equivalent experience.
• Valid U.S. driver’s license and reliable transportation required.
• Microsoft and/or Apple certifications desirable but not required.
• A professional, client-focused mindset and a commitment to exceptional service.

Additional Desirable Skills

• Experience with Virtual Desktop Technologies (VMware, Hyper-V).
• Certifications or training in Microsoft, Apple, CompTIA, or Fortigate.
• Firewall and switch administration knowledge.
• Familiarity with VOIP, telephony, and cable management.
• Ability to identify, diagnose, and remediate Ethernet/wiring issues.

Benefits

• Salary: $60,000–$80,000 per year (based on experience and skills).
• Benefits package includes: Medical, dental, vacation, and 401(k).