Are you a great problem-solver who can fix both the tech and the client?
Do you thrive in situations where you are on the scene with clients and your team is depending on you to resolve the situation?
If this sounds like you, then the following statements may also describe you:
- You are a quick learner: You quickly grasp new technologies and situations, and translate them into effective solutions for client problems.
- You are independent and decisive: While you appreciate team support, you can operate autonomously and make decisions when needed.
- You are a technical communicator: You excel at helping non-technical clients understand technical issues, enabling them to make informed decisions.
- You are client-focused: You are driven to serve and to deliver excellence and will settle for nothing less than the best for your clients.
- You thrive under pressure: You manage multiple clients and issues efficiently, staying organized and focused without getting overwhelmed.
- You are a team player: You communicate effectively, follow through on commitments, cooperate, and show respect to your colleagues.
- You are reliable and proactive: You take pride in being dependable and taking the initiative in your work.
- You are committed to continuous improvement: You are always looking to enhance your performance, technical skills, and work habits.
Does this sound like you? If so, you may be a perfect fit for our team!
About KPInterface, Inc. (KPI):
Our passion is powering technology to empower business success. We provide thoughtful solutions to meet today’s complex needs, with a proven process for IT success that ensures a consistently great experience. At KPI, businesses gain a partnership built on trust, delivering efficiency, security, and peace of mind.
Founded in 2006 by Brian Pickell and Matthew Kirby, KPI aims to deliver the highest level of customer support to an underserved SMB market through the power of technology. Brian's extensive experience in business and technology leadership drives our commitment to client satisfaction and innovative solutions.
Our core values include:
- Excellence: We strive for nothing less than greatness in all things.
- Discipline: We do what we have to do when we have to do it, whether we want to or not.
- Professionalism: We always show respect to ourselves and to others - in what we say, how we present ourselves, and what we do.
- Teamwork: We are dedicated to the support of one another, and committed to the success of the whole business.
- Perspective: We listen to, appreciate, and anticipate others' points of view.
Company Culture:
At KPI, we value client-centric thinking, direct problem resolution, mutual acknowledgment, honesty, solution-oriented approaches, respect, and a collaborative spirit. We foster a positive work environment where personal and professional growth is encouraged, and everyone contributes to making our work fun and rewarding.
We are looking for an experienced Field Network Consultant to join our team.
As a Field Consultant, you will serve as KPInterface's primary dedicated on-site technical resource for a nonprofit client headquartered in Center City Philadelphia, with additional locations in the surrounding Philadelphia area and Washington, D.C. This is a hybrid, Level 1-Plus role and a full member of our Red Team, serving as the first escalation point beyond the Service Desk for service requests across all client locations.
This is primarily a field-based position — candidates should expect the majority of their working time to involve travel to client sites. Candidates must reside within Philadelphia, Delaware County, or southern New Jersey; candidates located further west than the Conshohocken/King of Prussia corridor will not be considered.
Key Responsibilities:
- Serve as the primary on-site technical resource for a multi-location client, responding to escalated service requests dispatched from the KPInterface Service Desk across Center City Philadelphia, surrounding area offices, and Washington, D.C.
- Provide Level 1 and Level 2 end-user support across hardware, software, connectivity, and Microsoft 365 environments — including SharePoint Online, Exchange Online, Teams, OneDrive, and Azure Active Directory / Entra ID.
- Troubleshoot and resolve issues involving workstations, laptops, printers, network peripherals, and business applications in-person, remotely, and via phone.
- Support the setup and configuration of new hardware and user environments at client sites.
- Communicate professionally with client staff and management, keeping end-users informed of ticket progress and resolution timelines.
- Document all work accurately and in full detail as service tickets per KPInterface standards.
- Ensure all service requests are properly triaged, documented, and escalated through established processes.
Additional Duties:
- Lead ground-level documentation of the client's IT environment — including network diagrams, device inventories, user procedures, and site-specific runbooks — and maintain these materials continuously within our centralized IT documentation platform.
- Build and maintain a client support playbook inclusive of procedural guides, annotated screenshots, and instructional recordings sufficient for any team member to support the account with minimal ramp-up time.
- Conduct site visits to all client locations within the first 90–120 days to capture accurate environmental documentation, vendor contact information, and technology inventories.
- Participate in periodic internal team reviews — at minimum quarterly — to present documentation updates, environmental changes, and outstanding items.
- Act as the on-site technical point of contact for client-side vendor interactions (e.g., ISPs, hardware vendors); all vendor management and contract decisions are escalated to the account vCIO.
- Collaborate closely with the Red Team Manager on open items, client priorities, and account communications.
- Support additional KPInterface clients as directed when primary client workload permits.
- Participate in after-hours on-call responsibilities per the KPInterface on-call rotation schedule.
- Enter all time and expenses accurately as work occurs.
Knowledge, Skills, and Abilities:
- 2+ years of hands-on IT support experience in a field, hybrid technician, or MSP role; MSP experience strongly preferred.
- Working knowledge of Microsoft 365 administration — including SharePoint Online, Exchange Online, Teams, OneDrive, and Azure Active Directory / Entra ID; intermediate-level proficiency preferred.
- Proficiency with Windows desktop operating systems — configuration, troubleshooting, and maintenance; basic Windows Server familiarity a plus.
- Working knowledge of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, and basic switch and firewall troubleshooting.
- Experience supporting and troubleshooting end-user hardware including desktops, laptops, and peripheral devices.
- Familiarity with RMM and PSA platforms.
- Strong written and verbal communication skills; ability to explain technical issues clearly to non-technical end-users.
- Highly organized, self-directed, and comfortable managing a high-volume, multi-location support environment with minimal supervision.
- Valid driver's license and reliable personal vehicle required.
Education and Experience:
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field preferred; equivalent experience considered.
- Microsoft 365 certifications (e.g., MS-900, MD-102, MS-102) or CompTIA certifications (A+, Network+) are a plus.
- Minimum 2 years of IT support experience; MSP background strongly preferred.
- Valid driver's license and personal automobile required.
Benefits:
- Competitive salary based on experience and qualifications.
- Health, vision, and dental benefits.
- Performance-based incentives and generous bonus levels.
- Full on-the-job training and support.
- Fun working environment and culture.
- Great opportunities for advancement.
Application Instructions:
Only local candidates need apply. Please submit your resume and cover letter detailing your experience and why you are a great fit for this role. We look forward to hearing from you!
Job Type: Full-time
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance
Application Question(s):
- Are you comfortable with on-call rotation up to six non-continuous weeks a year?
- In a few sentences, please describe how you prioritize when faced with multiple client issues at once.
- How do you explain technical issues to non-technical clients?
- Please describe a specific experience you've had that reflects one of our core values. Keep your answer brief and focused, while citing the core value(s).
Experience:
- IT: 3 years (Preferred)
- Microsoft Windows Server: 1 year (Preferred)
- Azure: 1 year (Preferred)
- ConnectWise: 1 year (Preferred)
License/Certification:
- Driver's License (Required)
- IT Certification (Preferred)
Ability to Commute:
- Philadelphia, PA (Required)
Willingness to travel:
Work Location: On the road
