Employment Type: Full-time
Compensation: $75,000–$90,000 annually
Reports to: VP of Professional Services
Work Location: Based at MVP’s Poughkeepsie office (4-days per week), with onsite visits to partner locations
Position Summary
MVP Network Consulting is seeking an IT Systems & Field Engineer to provide responsive remote and onsite technical support to our partners in the Poughkeepsie area. This role combines day-to-day help desk support, routine maintenance, troubleshooting of escalated issues, and hands-on installations and project work.
You will resolve technical problems, document your work, communicate clearly with partners, and collaborate with teammates when further assistance is needed. The ideal candidate brings strong troubleshooting skills, sound judgment, and a team-focused approach that reflects MVP’s commitment to Take IT to 11!
Key Responsibilities
Technical Support and Escalation
- Provide L2/L3 support through phone, email, and service tickets, prioritizing requests by business impact and responding within SLA guidelines.
- Troubleshoot workstations, servers, printers, Microsoft 365, Exchange, Active Directory, Group Policy, networking, firewalls, VPNs, and virtualization environments.
- Manage user accounts, install and configure hardware and software, and perform routine maintenance using RMM tools.
- Support endpoint protection, backup recovery, and disaster recovery troubleshooting.
- Handle escalations from help desk, onsite, and Professional Services teams; coordinate with internal specialists and vendors when additional expertise is needed.
- Identify root causes, document troubleshooting and resolutions, and keep partners informed throughout the support process.
Onsite Support and Project Delivery
- Visit partner locations in the Poughkeepsie area to provide hands-on workstation, server, network, and peripheral support.
- Install, configure, maintain, and troubleshoot hardware, software, switches, firewalls, and wireless equipment.
- Complete assigned project tasks, deployments, and upgrades within the approved scope and coordinate with project managers and remote support teams.
- Follow approved security practices and applicable partner compliance requirements.
- Test completed work with the partner, update documentation, and provide a clear handoff to ongoing support.
- Participate in the on-call rotation and scheduled after-hours project work as needed.
Communication, Documentation, and Teamwork
- Keep partners, project managers, and internal teams informed through timely updates, clear expectations, and documented handoffs.
- Record work performed and time spent in ConnectWise as work is completed to support accurate billing, and submit accurate weekly timesheets.
- Create or update documentation based on discoveries, deployments, repairs, configuration changes, and troubleshooting findings.
Share knowledge, assist other technicians, and contribute to service-quality and process improvements. - Collaborate with Professional Services, Sales, and Partner Success to provide consistent partner support.
Site Assessment and Scoping Support — Secondary Responsibility
- Share site findings, support needs, and improvement opportunities with Professional Services and Sales.
- Provide practical input on required equipment, implementation tasks, and estimated effort to support scopes of work.
Qualifications and Experience
- 3–5 years of relevant IT support experience, including help desk troubleshooting, escalated issues, and onsite support.
- Experience with Microsoft Windows, Windows Server, Microsoft 365/Office, Exchange, Active Directory, and Group Policy.
- Experience configuring and troubleshooting SonicWall or other next-generation firewalls and VPN connections.
- Working knowledge of LAN/WAN, TCP/IP, DNS, routing, VLANs, cabling, wireless networks, and managed switches.
- Experience with virtualization or cloud platforms such as VMware ESXi, Hyper-V, Citrix, Azure, or AWS.
- Knowledge of backup and disaster recovery support and endpoint-protection solutions.
- Familiarity with professional services automation (PSA) and remote monitoring and management (RMM) tools.
- A degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
- Strong customer service, written and verbal communication, organization, and time-management skills.
- Ability to work independently, adapt to shifting priorities, collaborate effectively, and recognize when to request assistance or escalate.
- A positive, team-focused approach and commitment to continuous learning.
Preferred Qualifications
- Experience working in a managed services environment.
- ConnectWise experience.
- SonicWall and Axcient experience.
- Experience supporting healthcare or financial organizations.
- Relevant Microsoft, Cisco, SonicWall, or VMware certifications.
Compensation and Benefits
- Annual compensation of $75,000–$90,000.
- Health insurance.
- Dental insurance.
- 401(k) with company match.
- Mileage reimbursement.
What Success Looks Like
- Partners receive responsive support and clear communication.
- Tickets are handled within SLA guidelines, with timely escalation and documented resolutions.
- Onsite work and projects are completed, validated, and handed off effectively.
- Documentation and time records are accurate and current.
- Teammates benefit from collaboration, knowledge sharing, and consistent support practices.