# Field Technician/Help Desk Engineer - Watertownm MA (Hybrid)

**Company:** [Bit by Bit Inc](http://jobs.workable.com/companies/mjsGRjgHrDVPYAYgSYBNxU.md)
**Location:** Boston, United States
**Workplace:** hybrid
**Employment type:** Full-time
**Department:** MSP

[Apply for this job](http://jobs.workable.com/view/48986924-bbe9-47ae-9722-185a39aa30f9)

## Description

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

-   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).