Field Support Technician (L2) - Rockford, IL at Bilden & Tagen Bistum Mainz GmbH

Rockford, Illinois, United States -

Full Time

Start Date

Immediate

Expiry Date

28 Sep, 26

Salary

0.0

Posted On

30 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Windows 10/11, Active Directory, Microsoft 365, Hardware Troubleshooting, Basic Networking, Printer Support, Ticketing Systems, CMMC Compliance, Endpoint Security, Client Communication, Imaging, VLAN Awareness

Industry

IT Services and IT Consulting

Description

FIELD SUPPORT TECHNICIAN (L2) MSP4, LLC | Full-Time | Onsite | Up to 10% Regional Travel ---------------------------------------- ABOUT THE ROLE This is an onsite role. You are MSP4's face at a client site: the person end users see, the person who closes the loop when a laptop won't boot, a printer stops talking to the network, or a new hire's workstation needs to be ready before they walk in the door. Work happens primarily at the client facility assigned to your posted location, with regional coverage for nearby MSP4 clients where it applies. Context switching across clients and priorities throughout the day is part of the job. MSP4 operates as the embedded IT department for a portfolio of professional services, legal, distribution, manufacturing, and government clients. Compliance weight is real: CMMC L2, NIST 800-171, and SOC 2 are active requirements in this client base. At the L2 tier you operate inside the procedures and runbooks established by the L3 Systems Administrators, Senior Engineers, and the Principal Solutions Architect who owns design. Your job is clean execution at the endpoint and site layer, fast escalation when the right answer lives a tier up, and documentation that makes the next tech's life easier. ---------------------------------------- WHAT YOU WILL DO * Deploy and image Windows 10 and Windows 11 workstations to MSP4 and client standards, including domain join, security baseline, and application layering * Onsite troubleshooting and repair for workstations, peripherals, and local networking: patch cable tracing, switch port verification, VLAN membership checks, Wi-Fi coverage validation. Network configuration changes escalate to L3. * Printer and peripheral support across common office and industrial brands, including Zebra and other manufacturing-floor label printers * Active Directory user-support operations: account unlocks, password resets, group membership adjustments against approved standards, workstation re-join to domain * Microsoft 365 end-user support: mailbox access, OneDrive sync, Teams, SharePoint file issues, license assignment under team standards * Remote assistance through the MSP4 tools and systems stack during any remote-work portion of the day, with the same ticketing discipline used onsite * Ticket ownership from intake through resolution: follow MSP4 runbooks for standard procedures, escalate to L3 when a change touches servers, core network, storage, or compliance-scoped systems * Endpoint-layer security hygiene: phishing triage, password hygiene conversations with users, lost or stolen device response, local admin cleanup, removable-media checks in CMMC-scoped environments * Client communication with non-technical users, from manufacturing floor staff to executives. Calm, clear, respectful of production pressure. * Documentation at ticket close that another tech can follow without asking you questions. Reproducible steps, root cause when known, artifacts attached. ---------------------------------------- WHAT YOU BRING * 2 to 4 years of onsite technology support, field service, or desktop support in a multi-client environment * US person status and US-based work location. You must be based in the United States and qualify as a US person (US citizen, US national, lawful permanent resident, or protected individual under US law). This role's access to Controlled Unclassified Information (CUI) and export-controlled systems on CMMC-scoped client sites is restricted under CMMC L2 and US export control regulations. * Windows 10 and Windows 11 fluency: imaging, OS troubleshooting, driver work, domain join, profile and roaming data handling * Active Directory and Group Policy at the user-support level: password resets, group membership changes, policy troubleshooting, basic OU navigation * Microsoft 365 at the user-administration level: mailbox permissions, OneDrive sync issues, Teams and SharePoint file problems, license assignment * Printer and peripheral troubleshooting across common brands (HP, Canon, Xerox, Brother) and manufacturing-floor devices (Zebra, Datamax, Honeywell) * Basic networking: DNS resolution, DHCP behavior, VLAN awareness, patch panel and switch port tracing. Scope covers concepts and verification; switch configuration escalates to L3. * Ticketing discipline in a PSA (HaloPSA preferred; ConnectWise, Autotask, ServiceNow, or equivalent also transferable) * Communication skills tuned for non-technical end users. Manufacturing floor volume, tempo, and time pressure are part of the job. * Security awareness that holds under pressure: no password sharing, phishing recognition, endpoint hygiene, no shortcut compromises on CMMC-scoped systems * Relevant certifications are a plus, not a requirement. Security+ carries weight on CMMC-scoped client sites. At the networking layer, we lean toward Cisco CCNA over CompTIA Network+ because CCNA demands hands-on configuration rather than definitional recall, and it points toward our L3 track. Microsoft 365 Fundamentals and early Azure credentials are welcome. * Prior experience in a multi-client service delivery environment ---------------------------------------- HOW WE WORK MSP4 does not operate like a traditional IT department or a ticket-centric help desk. We function as embedded IT for our clients, accountable to their outcomes. The ladder is tiered for scope: L2 owns the endpoint and site layer, L3 owns servers and platform operations, Senior Engineers own implementation of complex infrastructure, and the Principal Solutions Architect owns design. That structure keeps a multi-client environment auditable, consistent, and safe under CMMC L2, NIST 800-171, and SOC 2. We are building the operating model in real time. Some procedures are documented; others are still being written. Expect to work against what exists and flag what does not. At the L2 tier, the expectation is clean execution inside the structure and fast escalation when a situation sits above your scope. Call out problems when you see them. Flag cases the runbooks do not cover. Write up the patterns you notice across tickets. The team gets stronger when L2 pushes information up, not just tickets. ---------------------------------------- ABOUT MSP4 MSP4, LLC provides infrastructure, security, and IT advisory services to mid-market professional services, manufacturing, distribution, legal, and government clients across the United States. Our commercial practice and regulated practice serve organizations with serious compliance requirements including SOC 2 Type II and CMMC Level 2. We are a small team. Every person on it has direct impact on client outcomes. The ladder is tiered for scope and audit; access is not. Everyone here has direct access to everyone else, up to and including the CEO. ---------------------------------------- HOW TO APPLY Alongside your resume, submit a one-page cover page in PDF. Name the file CoverPage_LastName_FirstName_FieldSupportTechnicianL2.pdf. Include a header line with your name, the date, and the JD version string shown at the bottom of this posting. On the cover page, answer the following in order: 1. Describe the most difficult onsite troubleshooting situation you have handled under production pressure. What was broken, who was waiting on you, and how did you communicate with the user while you worked the problem? 2. Describe a ticket where you were stumped. Who did you escalate to, what did you learn, and how did you handle a similar ticket the next time? Close with the following statement exactly: "I understand that my scope is the endpoint and site layer, and that server, network, storage, and compliance-scoped changes escalate to L3." One page. PDF only. ---------------------------------------- MSP4 is hiring for this role in multiple U.S. cities. Other open positions are listed alongside this one. JD v3.0. Retain this version string on your cover page.

Responsibilities

Provide onsite L2 technical support for workstations, peripherals, and local networking across various client sites. Manage ticket ownership from intake to resolution while adhering to established runbooks and escalating complex issues to L3 engineers.