About Netrio
Netrio is a leading MSP in North America, specializing in IT solutions for mid-market to enterprise customers. We serve over 1,000 clients across industries with services including managed IT, cybersecurity, cloud, connectivity, voice, and custom application development.
About the role
The Dedicated Field Tech will serve as an embedded extension of the IT team. This role is focused on providing consistent, high-quality onsite and remote technical support while building strong working relationships with internal stakeholders and onsite staff.
Unlike a traditional field technician role supporting multiple clients, this position is aligned to a single customer environment, enabling deeper familiarity with systems, users, and operational workflows. The technician will partner closely with internal IT leadership and team members to support daily operations, resolve technical issues, assist with projects, and contribute to continuous improvement of the IT environment.
What you'll do
Onsite IT Support & Partnership
- Serve as a dedicated onsite IT resource, providing day-to-day technical support for end users and systems.
- Build strong working relationships with internal IT staff, including the Director of IT and onsite technicians, to ensure alignment and continuity.
- Act as a trusted partner, integrating into the customer’s IT operations and culture.
- Assist the Netrio teams in troubleshooting as needed onsite.
End-User Support & Troubleshooting
- Provide technical support for hardware, software, networking, and user issues.
- Troubleshoot and resolve incidents efficiently, escalating appropriately when needed.
- Support device setup, imaging, deployment, and maintenance.
Collaboration with Internal IT Team
- Work closely with internal IT resources to coordinate support efforts, share knowledge, and ensure seamless service delivery.
- Follow customer-defined processes, standards, and escalation paths.
- Assist in bridging communication between the customer and broader Netrio support teams when needed.
Operational Support & Documentation
- Maintain accurate documentation of issues, resolutions, site and environment details.
- Follow established ticketing and documentation standards.
- Contribute to process improvements and operational efficiencies.
Project & Initiative Support
- Assist with onsite IT projects, including device rollouts, site support, and infrastructure updates.
- Participate in discovery, assessments, and implementation activities as needed.
- Provide input on priorities and potential improvements based on firsthand experience.
Customer Experience & Communication
- Deliver a high level of customer service, ensuring users feel supported and informed.
- Communicate clearly and professionally with both technical and non-technical stakeholders.
- Represent Netrio’s values while aligning with the customer’s mission and culture.
Qualifications
Required:
- 4+ years of experience in IT support (onsite or remote), preferably in a structured IT environment.
- Experience providing Level 1–2 end-user support (hardware, software, networking basics).
- Strong troubleshooting and problem-solving skills.
- Ability to work onsite full-time.
- Excellent communication and interpersonal skills.
Preferred:
- Experience working in a staff augmentation or dedicated client environment.
- Familiarity with IT service management (ITSM) tools and ticketing systems.
- Relevant certifications (CompTIA, Microsoft, or equivalent).
- Experience supporting multi-site organizations.
