WORK ENVIRONMENT:

We are a remote first company with the exception of a few positions being onsite in our designated locations.  The positions which are remote you will need to be able to travel a few times a year. You may be required at times to visit client sites or attend meetings at designated locations with your team members. 

POSITION SUMMARY:

The Field Technician will act as the first point of contact for troubleshooting and resolving technical issues in client-facing environments. This role involves working closely with Infrastructure, Implementation, and SaaS Hosting teams to ensure seamless configuration and support for VPNs, firewalls, SFTP, and peripheral devices such as printers and scanners. You will also liaise with third-party vendors, track issues via JIRA, and handle client connectivity, performance, and device-related issues on Windows 10 and 11.

KEY RESPONSIBILITIES:

• Serve as the first point of contact for troubleshooting and resolving client-facing connectivity, device, and performance issues.
• Collaborate with the Infrastructure team to open and track tickets for client-facing environments.
• Implementing and troubleshooting email configurations for clients. 
• Gather and validate all necessary certification, VPN, firewall, and SFTP requirements.
• Work directly with clients and the Implementation team to set up, troubleshoot, and provide ongoing support for peripheral devices.
• Participate in third-party vendor calls to gather and verify information related to connectivity and infrastructure.
• Open and track JIRA tickets for connectivity, performance, and peripheral device issues.
• Act as the primary point of contact for troubleshooting connectivity and performance-related client issues.
• Configure and troubleshoot printers using CUPS Server and other peripherals such as scanners on Windows 10 and 11 systems.
• Understand and resolve network issues, including DNS and proxy server troubleshooting.
• Configure and troubleshoot network equipment, including port configurations.
• Administer and troubleshoot SFTP configurations for secure file transfers.
• Bridge technical communication between clients and the SaaS Hosting team for implementations.
• Collaborate with NOC, Cloud, Implementations, Services, Product, and Support teams to resolve issues and improve workflows.

QUALIFICATIONS:

• Strong understanding of networking concepts such as VPN, firewall, DNS, proxy servers, and SFTP.
• Experience configuring and troubleshooting printers, scanners, and other peripherals on Windows 10 and 11.
• Familiarity with CUPS Server for printer configuration on Linux.
• Experience with network equipment configuration, port setup, and troubleshooting.
• Ability to manage and track technical issues using JIRA.
• Excellent communication skills, with the ability to collaborate across NOC, Cloud, Implementations, Services, Product, and Support teams.
• Strong problem-solving skills with the ability to work independently and in team settings.
• Preferred experience with Banking Core Conversions.

RECOMMENDED CERTIFICATIONS:

• CompTIA A+, CompTIA Network+, CompTIA Security+, Cisco Certified Network Associate (CCNA), Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundation.

SALARY & BENEFITS:

• $60,000 - $75,000 Annual Salary 
• Annual Cash Bonus and Equity Options commensurate with the role level and experience
• 100% Fully Remote
• Robust 401(k) plan with company match