Field Technician/Help Desk Engineer - Watertownm MA (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 ResponsibilitiesProvide hands-on technical support of client systems during field visits or dispatchesTroubleshoot hardware, software, Windows, Mac, iOS, and Android devicesManage user onboarding and offboarding processes, including new employee setup (PC, phone, mobile, cloud services)Support audio/visual and conference room technologyPerform on-site installation, repair, maintenance, and testing of systemsDiagnose errors or technical problems and determine proper solutionsTrack issues, time, schedules, and escalations using Bit By Bit's ticketing systemCreate and maintain documentation of IT processes and systems (ITGlue)Track and maintain client IT hardware inventorySupport network and server infrastructure, Active Directory, O365, Google Apps, Exchange, DNS, and backup softwareAdminister antivirus and spam filtering solutionsSupport VMware, Vsphere, ESXi virtual serversLiaise with ISPs, vendors, and OEMs to resolve issues and facilitate serviceAct as remote hands for Level 3 engineers as neededCollaborate with technical team members and communicate via Microsoft Teams and emailFollow company protocols and standard operating proceduresRequirementsOutstanding customer service and communication skills (interpersonal, oral, and written)Comfort working with high-level executives and following through on requestsProficiency with Microsoft Suite; experience with MFA, SSO, Active Directory, and O365 preferredStrong troubleshooting and problem-solving abilityAbility to build relationships and deliver outstanding client serviceMinimum 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 experienceValid U.S. driver's license and reliable transportation requiredMicrosoft and/or Apple certifications desirable but not requiredA professional, client-focused mindset and a commitment to exceptional serviceAdditional Desirable SkillsExperience with Virtual Desktop Technologies (VMware, Hyper-V)Certifications or training in Microsoft, Apple, CompTIA, or FortigateFirewall and switch administration knowledgeFamiliarity with VOIP, telephony, and cable managementAbility to identify, diagnose, and remediate Ethernet/wiring issuesBenefitsSalary: $60,000-$80,000 per year (based on experience and skills)Benefits package includes: Medical, dental, vacation, and 401(k)