Field Technician 2

Harbor IT is a leading Managed Service Provider (MSP) specializing in delivering cutting edge Cybersecurity, IT, and Cloud Services to a diverse portfolio of clients. We pride ourselves on our commitment to excellence, innovation, and customer satisfaction. Harbor IT is backed by investment firm Worklyn Partners since 2022 and has built a national platform through acquisition and rapid organic growth. Our mission is to manage our clients’ technology and mitigate their cyber risks, so that they don’t have to.

Position Overview

The Field Technician II is an escalation-tier onsite and remote support role within Harbor IT's Practice 3 Life Sciences service delivery organization, supporting healthcare, medical, and life sciences clients across the Boston/Cambridge corridor and the broader New England footprint. This role carries greater technical depth and independence than the Field Technician I, serving as the go-to escalation point for complex incidents, infrastructure work, and client-facing projects at one or more Practice 3 client sites. The Field Technician II is trusted to own small-to-mid-sized projects end to end, administer server and network infrastructure with limited oversight, and mentor Field Technician I staff on troubleshooting methodology, documentation standards, and client communication. This role operates in environments where uptime, data security, and regulatory sensitivity (HIPAA, PHI handling, clinical and lab operations) carry real operational weight, and is expected to exercise sound judgment on when to resolve independently versus escalate to the Pod Manager or Practice-level engineering resources. The Field Technician II reports to the Pod Manager within Practice 3 and represents a core developmental step in Harbor IT's Managed Services career track, serving as the pipeline into Senior Field Technician, Systems Engineer, and other Service Delivery leadership tracks.

FIELD ROLE -ONLY CONSIDERING LOCAL CANDIDATES

Key Responsibilities:

·       Serve as the primary escalation point for Field Technician I staff on complex or unresolved incidents across Practice 3 Life Sciences healthcare client environments, providing hands-on troubleshooting support and coaching toward resolution.

·       Own and lead small-to-mid-sized client projects end to end, including scoping, scheduling, execution, and client communication for installs, migrations, upgrades, and infrastructure changes.

·       Administer and troubleshoot Windows Server environments including Active Directory, Group Policy, DNS/DHCP, file/print services, and server virtualization platforms (VMware, Hyper-V) with minimal oversight.

·       Configure, maintain, and troubleshoot network infrastructure including firewalls, switching, VLANs, and wireless (Meraki, Fortinet, and/or Palo Alto), escalating advanced network engineering as needed.

·       Administer Microsoft 365 and Entra ID at an advanced level, including Conditional Access policy design, Intune device compliance/configuration profiles, and hybrid identity troubleshooting.

·       Lead implementation and tuning of endpoint and email security tooling (EDR, MFA/identity platforms, mail filtering) and respond to elevated security alerts in coordination with Harbor IT's security operations function.

·       Apply and reinforce HIPAA/PHI handling requirements and life sciences and healthcare-specific operational constraints across all client work, and coach junior staff on life sciences and healthcare-adjacent client sensitivities.

·       Use RMM and PSA tooling (e.g., N-Able RMM, Auvik, ConnectWise Manage) to manage tickets, backups, patching, and monitoring alerts to Harbor IT SLA standards, with authority to adjust monitoring/automation configurations.

·       Serve as the senior technical liaison with third-party vendors (ISPs, hardware/software vendors, line-of-business application providers), driving resolution on vendor-dependent issues.

·       Create, maintain, and quality-review internal and client-facing documentation, including network diagrams, asset inventories, and standard operating procedures, setting the documentation standard for the Pod.

·       Identify recurring issues, inefficiencies, or improvement opportunities in client environments and bring proposed solutions, not just problems, to the Pod Manager and Account Team (CSM and CIO).

·       Participate in and help coordinate the emergency on-call rotation, responding to after-hours incidents, outages, and critical client escalations, often as the first point of technical escalation for on-call Field Technician I staff.

·       Mentor and onboard Field Technician I staff, including shadowing, knowledge-sharing sessions, and structured feedback on troubleshooting methodology and client-facing communication.

·       Maintain reliable transportation and travel flexibility to support client sites across the Boston/Cambridge area and the broader New England service territory, including coverage across multiple Practice 3 sites as needed.

Qualifications & Skills:

·       Advanced working experience across the Microsoft 365 and Azure platform, including Entra ID Conditional Access, Intune device management, and hybrid identity configurations.

·       Hands-on experience administering Windows Server environments including Active Directory, Group Policy, DNS/DHCP, and server virtualization technologies (VMware and/or Hyper-V).

·       Working experience supporting MacOS workstations and Apple Business Manager enrolled devices in a mixed-OS environment.

·       Hands-on configuration and troubleshooting experience with networking infrastructure: firewalls, managed switching, VLANs, and wireless (Meraki, Fortinet, and/or Palo Alto experience strongly preferred).

·       Practical experience with modern endpoint and mail security tooling: EDR/antivirus/mail filtering platforms (e.g., SentinelOne, Umbrella, Microsoft Defender for Endpoint, Proofpoint, Mimecast, Barracuda), MFA and identity platforms (e.g., Duo, Okta, Entra ID).

·       Familiarity with backup, storage, and disaster recovery technologies (e.g., Veeam, Cove, Datto, cloud backup platforms), including experience validating backup jobs and executing restores.

·       Basic scripting/automation familiarity (PowerShell or equivalent) for repeatable troubleshooting, reporting, or provisioning tasks a plus.

·       Confidence with AI-enabled tooling and use cases in an MSP context, with strong emphasis on security, data governance, and IP protection when evaluating or recommending AI use.

·       Demonstrated ability to lead a technical project from scoping through completion, including client communication and status reporting.

·       Proven ability to mentor or informally lead junior technical staff, with sound judgment on when to resolve independently versus escalate.

·       Comfort working in life sciences and healthcare-adjacent environments with strong working knowledge of HIPAA, PHI handling, and clinical/lab operational constraints.

·       Strong analytical, troubleshooting, and critical thinking skills, with the ability to diagnose issues spanning multiple systems and vendors.

·       Strong written and verbal communication skills, including the ability to translate technical issues into plain language for non-technical clinical and administrative staff and to communicate confidently with client stakeholders.

·       Self-motivated with strong time management and the ability to manage multiple concurrent projects and priorities in a fast-paced, ever-changing environment.

·       Focus on continuous professional development in the technology industry, with a demonstrated track record of achieving relevant technical certifications.

Education & Experience:

·       Associate's degree or equivalent (4+ years) working experience in IT support/engineering, with at least 1-2 years functioning at a Field Technician I level or equivalent.

·       5+ years of experience in a customer service or client-facing technical support role.

·       Certifications preferred: Microsoft (MD-102, AZ-104), Cisco/Meraki (CCT, ECMS, CCNA), VMware (VCTA/VCP), Okta certifications.

·       Permanent work authorization in the United States required.

·       Driver's license with reliable transportation required.

Work Environment:

·       Reports to the Pod Manager within Harbor IT's Practice 3 Life Sciences service delivery organization.

·       Typically deployed across one or more healthcare, medical, or life sciences client sites, with the understanding that Harbor IT may reassign the role between clients or to a roaming/utility posture as business needs shift.

·       Regular travel across the Boston/Cambridge corridor and the broader Practice 3 territory within New England; reliable transportation and the ability to walk/stand for 8+ hours a day required.

·       Participates in and helps coordinate a scheduled emergency on-call rotation covering after-hours incidents, often as the first point of technical escalation.

Benefits:

·       Competitive salary commensurate with experience

·       Comprehensive benefits package including health, dental, and vision insurance.

·       401(k) retirement plan with company match

·       Unlimited PTO and holidays

·       Professional development opportunities

Compensation: 90-110K