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).