Field Services Technician

Posted Date 4 months ago(10/9/2017 11:30 AM)
Support Services
Experience Level
Shift (Days/Times)
M-F, 8am-5pm


RFA (Richard Fleischman & Associates) has an IT Field Support Engineer job opening at our office in Boston, MA. This job is visible to all levels of Senior Management and awards the exciting opportunity to join a rapidly growing, global IT services provider. The IT Field Support Engineer must display a high-level of professionalism and sound judgment at all times by promoting superior service to RFA clients. Our ideal candidate will have experience providing IT support to the financial services industry and have worked for a Managed Services Provider (MSP).


Specifically, the on-site IT Field Support Engineer will interact directly with our elite client base ensuring they receive our first-rate service. This role will deliver RFA clients with a high-level of hardware and software support by efficiently providing technical assistance relating to installations, upgrades, applications, email, and operating systems.  The IT Field Support Engineer will also be responsible for servicing system users by efficiently resolving issues while carrying out troubleshooting activities and configurations as needed.


  • Provide on-site technical support to system users by troubleshooting issues and working directly with vendors to resolve major hardware and software problems
  • Maintain systems, install new equipment, and make modifications to client infrastructure as requested
  • Assist system users by confidently troubleshooting Tier 1-Tier 3 issues, including: Active Directory, MS Exchange, BES Server, and DNS
  • Evaluate client’s operational efficiency of different IT systems and recommend improvements
  • Manage ticket queue by manually documenting, tracking, and monitoring problems while ensuring all tickets are responded to and closed in a timely manner
  • Interact with RFA clients using clear and concise communication in order to facilitate ticket status updates and product availabilities
  • Manage MS Exchange environments and Active Directory (e.g., add, delete, change) as needed and keep up-to-date
  • Effectively demonstrate a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to ensure overall client
  • Leverage critical thinking skills to evaluate all possible solutions and use appropriate judgment to apply most effective resolution methodology


  • Bachelor’s degree in Computer Science, Information Technology, or equivalent level of hands-on experience
  • 4-7 years of related IT experience in an enterprise or server based environment
  • Must have 3+ years of recent systems maintenance and end user technical support experience
  • Financial services industry and MSP experience preferred
  • Excellent desktop and server troubleshooting skills
  • Strong hands-on experience in Windows Server, MS Exchange, Active Sync, Active Directory, LAN/WAN, and Microsoft Office Suite
  • Knowledge of VMware, Citrix, MDM (Mobile Device Management), Disaster Recovery, Cisco, SAN (e.g., EMC, Equallogic), and Cyber Security (e.g., IPS, IDS)
  • Impeccable verbal/written communication
  • Exhibit a high-level of professionalism and sound judgment
  • Experience with ConnectWise or similar ticketing system preferred


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