Hardware and Onsite Support Technician
Who We ArePixel Machinery is a Boston-based technology consultancy that helps organizations build efficient, flexible, and scalable IT ecosystems. We believe IT should be intelligently automated to enhance security, productivity, and cost-effectiveness - without compromising control or oversight.Achieving this requires deep technical expertise, strategic planning, and precise execution. With experience spanning software development, systems administration, and business operations, we design solutions that empower our clients to operate with confidence and agility.Role SummaryAs a Hardware Support Technician, you will provide Tier 1 technical support to users across a diverse range of client organizations, including nonprofits, tech startups, and small-to-medium businesses.This role is hardware and onsite focused, requiring the ability to travel to client locations in the Boston area to diagnose and resolve issues hands-on. You will be the first line of support for our customers and a critical part of Pixel Machinery's service delivery - balancing excellent customer service with practical, effective technical troubleshooting.This role will work a hybrid 3 days in office, 2 days WFH schedule depending on client needs and projects. On any given day, an event could require and unexpected onsite visit to client in Boston, however. Additionally, this position may require up to 10% travel outside of Boston to other client sites.Who You AreYou have a strong instinct for hands-on technical problem-solving and enjoy diagnosing issues in real-world environmentsYou pay close attention to detail and gather information methodically before actingYou thrive in a fast-paced, client-facing environment and communicate clearly across in-person, phone, and written channelsYou are empathetic, patient, and genuinely enjoy helping people resolve technical issuesYou are comfortable working independently onsite while knowing when to escalate or collaborateGeneral Duties & ResponsibilitiesProcess and resolve user technical support tickets, including:Hardware troubleshooting and replacementNetworking and connectivity issues, Unifi ConfigurationOS, firmware, and peripheral issuesSystems access, licensing, and account requestsRespond to and resolve onsite client issues, including:Network connectivity problems (wired/wireless)Conference room setup/troubleshootingHardware failures or misconfigurationsBasic rack, cabling, and endpoint setupMonitor support queues and triage incoming requests during core business hours, meeting client SLAsBuild and maintain strong professional relationships with end users through clear communication and reliable follow-throughDocument troubleshooting steps, fixes, and client environments clearly and accuratelyImprove and maintain internal documentation for workflows, processes, and best practicesUphold client and internal IT security protocols, including access management and device handlingCollaborate with internal team members on escalated issues and cross-functional projectsRequirementsStrong technical diagnostic and troubleshooting skills across:End-user hardware (desktops, laptops, peripherals)Networking fundamentals (switches, access points, cabling, basic firewall concepts)Operating systems and firmwareExcellent written and verbal communication skillsComfort working directly with end users in onsite environmentsAbility to manage multiple issues while maintaining attention to detail and professionalismTechnical Proficiency With:Jira Service Management or similar helpdesk/ticketing systemsSlack, Microsoft Teams, or equivalent communication toolsGoogle Workspace and Microsoft 365macOS and Windows operating systemsIdentity and access management tools (Okta, JumpCloud, or similar)MDM and RMM toolsBasic networking tools and concepts (DHCP, DNS, VLANs, Wi-Fi troubleshooting)UnifiConference Room setupsAdditional RequirementsBased in or easily commutable to downtown Boston, MAAbility to travel to local client sites as neededAbility to lift and move IT equipment as requiredCommitment to continuous learning and staying current with evolving technologiesBonus if you have access to a vehicleBenefitsHealth Care Plan (Medical, Dental & Vision)Retirement Plan (401k, IRA)Life Insurance (Basic, Voluntary & AD&D)Paid Time Off (Vacation, Sick & Public Holidays)Family Leave (Maternity, Paternity)Short Term & Long Term DisabilityTraining & DevelopmentFree Food & SnacksWellness Resources