Level 2 Field Technician (On-Call in New Jersey) $45/HR

Company Information

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, strengthen security, 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.

Role Summary

We are seeking a Level 2 Field Technician to join our team. This role is ideal for a technically skilled and customer-focused professional who thrives in a fast-paced environment and is committed to providing high-quality IT support. You will work directly with clients on-site, managing installations, troubleshooting, and ongoing technical support, while also collaborating with Bit By Bit’s broader technical team. This is an on-call position based in New Jersey with field work required. 

This is an hourly, on-call position supporting client sites throughout Northern New Jersey. Work is assigned based on client demand and project needs. Most assignments occur during normal business hours, although occasional evening or weekend work may be required.

In this role you will:

• Travel to client locations
• Resolve issues independently
• Own tickets from start to finish
• Represent Bit By Bit professionally onsite
• Escalate only when appropriate.

Duties and Responsibilities

End User & Field Support

• Provide exceptional customer service during onsite field visits and service dispatches.
• Perform onsite installation, repair, maintenance, and testing of hardware, software, and IT systems.
• Diagnose technical issues and implement effective solutions.
• Provision and deploy new user workstations, laptops, mobile devices, and cloud accounts.
• Troubleshoot and support Windows, macOS, iOS, and Android devices.
• Provide onsite support for senior engineers during infrastructure implementations and escalated incidents.

Infrastructure & Systems Administration

• Support Windows server environments and network infrastructure.
• Administer and troubleshoot Active Directory, Microsoft 365, Google Workspace, Microsoft Exchange, DNS, backup solutions, antivirus, and email security platforms.
• Support VMware vSphere ESXi virtual environments.
• Support Virtual Desktop Infrastructure (VMware Horizon, Citrix, or similar).
• Perform basic firewall and network switch administration.
• Utilize basic scripting or programming knowledge to assist with automation and troubleshooting when applicable.

Networking & Connectivity

• Troubleshoot wired and wireless network connectivity issues.
• Liaise with Internet Service Providers (ISPs), vendors, and hardware manufacturers to resolve technical issues.
• Support VoIP and telephony systems.
• Identify, diagnose, and remediate Ethernet and structured cabling issues.

Documentation & Service Delivery

• Manage service requests using Bit By Bit's ticketing system, including documentation, time tracking, scheduling, and escalations.
• Maintain accurate technical documentation, configurations, and procedures in IT Glue.
• Follow company policies, security standards, and standard operating procedures.
• Collaborate effectively with team members using Microsoft Teams, email, and other communication tools.

Qualifications

• 3-5 years of IT support experience, including field service or MSP environments.
• Previous experience working for a Managed Services Provider (MSP).
• Strong troubleshooting and analytical problem-solving skills.
• Excellent verbal and written communication skills with a customer-first mindset.
• Ability to work independently while collaborating effectively with a technical team.
• Bachelor's degree in a technical discipline, trade school education, or equivalent professional experience.
• Valid U.S. driver's license and reliable transportation.
• Technical certifications such as Microsoft, Apple, CompTIA, Cisco, VMware, or similar are considered an asset.Additional experience with Microsoft 365 Administration, Azure AD / Entra ID, Intune, SharePoint, RMM tools, PowerShell, MFA, Conditional Access.

Compensation & Benefits

• $45/Hour
• Overtime, above 40 hours/week
• Mileage reimbursement (where applicable)
• Paid travel time
• Company laptop

Working Conditions

• Location: On-site (potentially covering multiple client sites)
• Schedule: Varied hours.
• Environment: Fast-paced MSP environment supporting multiple client infrastructures and enterprise systems
• Occasional after-hours responsibilities may be required