Field Service Tech

Our technical support environment includes:

• Server infrastructure: Microsoft products and select Linux systems
• Workstations: Windows 10-11, Mac OS, and industry-standard applications
• Virtualization: VMware technologies including vSphere and vCenter
• Backup solutions: Storage virtualization and Veeam technologies
• Security infrastructure: Sophos solutions including SSLVPN, wireless capabilities, PTP hardware VPN, and EndPoint protection
• Network equipment: Complex routing/VLAN configurations on Juniper, HP, and Cisco switches

Client Base

• 75% municipal government clients including police and fire departments
• 25% corporate and private sector organizations
• Primary service area includes San Mateo and Santa Clara Counties with occasional travel throughout the greater SF Bay Area

Company Overview

We're a boutique IT services provider (<10 team members) delivering exceptional technical support with a collaborative approach. While we focus on recurring support contracts, many new clients come to us during critical system failures or urgent technical needs. Our comprehensive service offerings include:

• On-site technical support
• Remote help desk services
• Value-added reseller partnerships with major technology providers
• Carrier services (hosted VoIP, private line, Internet)
• Private hosting and cloud solutions including backup, disaster recovery, Office 365, and security
• Managed Service Provider (MSP) capabilities

Position Overview

This field service technician role requires providing on-site support at client locations. You'll interact directly with clients ranging from government officials to business professionals, requiring exceptional customer service abilities and technical communication skills. The ideal candidate will excel at translating complex technical concepts into accessible explanations while maintaining a professional, reassuring demeanor with clients experiencing technology challenges.

What We Provide

• Company vehicle for client visits
• FasTrak for bridge tolls
• Credit card for vehicle operating expenses
• Laptop, cell phone, and technical tools
• Medical and dental benefits
• Two weeks PTO
• 40-hour work week (flexible between 8AM-6PM, Monday-Friday)

Special Considerations

• Position requires occasional after-hours work
• We support 24/7 technology environments; some server/network projects must be completed outside business hours
• As a salaried, overtime-exempt position, we provide compensatory time off when additional hours worked are significant
• Work ranges from routine desktop support to advanced virtualization and network configuration
• Residence within 20 miles of San Carlos, CA is required

Key Skills and Attributes

• Outstanding client communication: Ability to explain complex technical concepts in accessible terms
• Exceptional customer service orientation: Creating positive experiences even during stressful technical situations
• Professional demeanor: Representing our company with confidence and courtesy in all client interactions
• Active listening skills: Understanding client needs beyond the technical problems they describe
• Adaptability: Adjusting communication style for diverse audiences from executives to technical staff
• Solution-focused attitude: Maintaining a positive, problem-solving approach
• Punctuality and reliability: Demonstrating respect for clients' time and schedules
• Detailed documentation: Maintaining clear records for both client reference and service tickets
• Self-direction: Managing priorities and workload independently
• Collaborative mindset: Supporting team members and sharing knowledge effectively

We're seeking candidates who can balance technical excellence with outstanding interpersonal abilities to build lasting client relationships while delivering exceptional IT support.