Reports To: Service Manager
Status: Full-Time / Non-Exempt
Work Hours: Monday–Friday, 8:00 AM – 5:00 PM CST, with travel and occasional schedule adjustments depending on client needs
Position Overview
The Field Service Technician is responsible for providing professional, in-person technical support at client locations. This role involves troubleshooting, installing, and maintaining workstations, peripherals, networking components, and small-scale infrastructure. The Field Technician is often the face of Turnkey at client sites and must deliver exceptional customer service alongside strong technical competency.
This position serves as the bridge between the helpdesk and onsite operations. It requires independence, accountability, attention to detail, and the ability to communicate clearly with both clients and internal teammates. Field Technicians ensure client environments remain functional, secure, and aligned with Turnkey’s standards.
Key Responsibilities
Onsite Technical Support & Troubleshooting
- Respond to onsite service requests for hardware, software, peripheral, and networking issues.
- Diagnose and resolve workstation failures, printer problems, connectivity issues, and user-support needs.
- Address issues escalated from the helpdesk that require physical presence or hands-on testing.
- Communicate findings clearly and provide professional explanations to end users.
Hardware Installation, Deployment & Configuration
- Install and configure workstations, monitors, printers, scanners, and office peripherals.
- Perform hardware replacements, upgrades, imaging, and initial system setup.
- Deploy VoIP desk phones and assist with basic phone troubleshooting.
- Ensure all equipment is installed neatly, labeled properly, and configured according to Turnkey standards.
Networking & Infrastructure Assistance
- Perform onsite tasks such as:
- Switch replacements
- Wireless access point installations
- Basic cabling troubleshooting
- Connectivity validation
- Assist Tier 3 Engineers with advanced onsite work when needed (firewall swaps, server installs, rack work).
Ticket Documentation & Workflow Management
- Create accurate, detailed, grammatically correct ticket notes in ConnectWise for all onsite work.
- Document troubleshooting steps, root cause, testing performed, and final resolutions.
- Perform Connectwise data entry and documentation updates while onsite.
- Record travel time correctly and adhere to scheduling requirements.
- Ensure tickets remain updated with correct statuses, next steps, and customer notifications.
- Understand SLA implications and prioritize work accordingly.
Customer Communication & Professionalism
- Present a calm, friendly, competent demeanor during all onsite interactions.
- Set expectations clearly regarding timelines, next steps, and follow-up actions.
- Communicate delays or complications proactively.
- Represent Turnkey's mission, values, and service standards at all client locations.
Collaboration & Internal Coordination
- Work closely with Helpdesk Technicians and the Team Lead to ensure seamless handoffs.
- Notify internal teams of onsite findings, patterns, or environmental issues that require follow-up.
- Participate in service department meetings and assist with team improvements.
- Maintain awareness of company-wide service issues, escalations, and customer-impacting events.
Required Skills & Qualifications
Technical Skills
- Strong understanding of PC hardware and troubleshooting.
- Familiarity with Windows 10/11 configuration and support.
- Basic networking knowledge (IP addressing, DHCP, DNS, routing fundamentals).
- Competency with Microsoft 365 user support (Outlook, Teams, OneDrive).
- Ability to use RMM tools and remote support platforms efficiently.
- Comfortable with structured work environments and technical procedures.
Professional Skills
- Excellent verbal communication and interpersonal skills.
- Strong organization and time-management abilities.
- Ability to work independently while managing multiple onsite tasks.
- High attention to detail, cleanliness, and workspace presentation.
- Professional appearance and behavior at all times.
- Reliable, punctual, and accountable.
- Accountability for intelligently devised travel plans that balance efficient travel routes with customer priority levels.
Phone System Proficiency (Required)
- Confident mastery of Turnkey’s phone system: park, hold, transfer, pickup, and voicemail.
- Ability to take accurate messages and convert calls into ConnectWise tickets.
- Strong phone etiquette and customer-first communication.
- Correct usage of availability statuses.
- Ensures no client call goes unanswered or undocumented.
- Demonstrates efficient, responsible phone behavior even while in the field.
Performance Expectations
A successful Field Service Technician consistently demonstrates:
- Clear and professional documentation in every ticket.
- Strong customer satisfaction during onsite visits.
- Timely and accurate completion of onsite tasks.
- Awareness of service operations and proper escalation use.
- Professional appearance and conduct at client locations.
- Reduction of recurring issues through thorough troubleshooting.
- Reliable communication with internal teams.
Physical & Work Requirements
- Frequent travel to client offices across central and southern Illinois.
- Ability to lift 40–50 lbs (workstations, UPS devices, monitors, etc.).
- Ability to kneel, crawl under desks, climb small ladders, and manage cable runs safely.
- Extended periods of standing or walking.
- Valid driver’s license and reliable transportation required.
