Job Summary:
Aqueity is looking for a customer-facing Field Support Technician to serve as the critical link between their Managed Services clients and internal technical support team. This role focuses on delivering onsite technical support, troubleshooting end-user and infrastructure issues, and ensuring clear communication throughout the support lifecycle.
Responsibilities:
• Provide hands-on technical support at client sites across hardware, software, and network environments
• Provide initial communication and triage for complex issues, escalating to senior engineering teams in a timely manner
• Manage multiple active client issues simultaneously, prioritizing effectively to meet client response and resolution targets
• Identify and communicate recurring issues or site conditions to internal teams
• When not deployed to client sites, provide remote technical support including handling tickets, responding to service requests, and assisting with equipment staging and preparation
• Represent Aqueity professionally in every client interaction; conduct, communication, and responsiveness directly reflect on the company
• Accurately document troubleshooting steps, resolutions, and time entries within the ticketing system
• Keep clients informed on issue status, timelines, and next steps in clear, non-technical language
Qualifications:
Required:
• Minimum of high school diploma required
• 2+ years of experience in an end-user technical support role or equivalent combination of education and experience
• Proficiency with Windows operating systems, Microsoft 365, Active Directory, TCP/IP, DNS, DHCP, common business applications, printers, VoIP systems, and wireless networks
• Basic understanding of cybersecurity best practices and awareness of common threats
• Strong organizational and time management skills with the ability to handle multiple priorities simultaneously
• Excellent verbal and written communication skills with a customer-focused mindset
• Ability to maintain professionalism and composure in high-pressure or time-sensitive situations
• Ability to occasionally lift and transport IT equipment up to 50 lbs.
• Valid driver's license and reliable personal vehicle required
Preferred:
• Experience with ConnectWise, Kaseya, or similar RMM/PSA platforms
• Familiarity with firewalls, networking equipment, and cybersecurity tools
• Familiarity with Azure or cloud-based environments
• CompTIA A+, Network+, Security+, or Microsoft certifications
• Experience working with an MSP or IT consulting firm
Company:
Chicago IT Support & Cybersecurity Services Company Founded in 1996, the company is headquartered in Downers Grove, USA, with a team of 11-50 employees. The company is currently Early Stage.