IT Support Field Technician

JOB SUMMARY:

PHALANX Solutions is seeking a proactive, polished, and technically adept IT Support Field Technician to serve as a trusted technology partner to our high-profile client portfolio. This hybrid role combines onsite presence (2–3 days per week) with remote support, requiring not only deep technical expertise but also exceptional discretion, communication finesse, and a client-first mindset.

You’ll be the face of PHALANX in environments where reliability, responsiveness, and professionalism are paramount. Our ideal candidate thrives under pressure, communicates with clarity and warmth, and consistently delivers solutions that reinforce trust and operational excellence.

KEY RESPONSIBILITIES:

• Provide onsite and remote technical support, including troubleshooting, installations, upgrades, and maintenance across client environments.
• Serve as a primary point of contact for executive-level users, ensuring swift resolution of hardware, software, and network issues with minimal disruption.
• Maintain a high standard of customer service through clear communication, empathy, and proactive follow-up.
• Collaborate with internal engineering and service teams to resolve complex issues and ensure seamless service delivery.
• Document all support activities with precision, including diagnostics, resolution steps, and client communications.
• Educate clients on system usage and best practices to enhance productivity and reduce recurring issues.
• Prioritize and manage support tickets to meet or exceed service level agreements (SLAs).

REQUIRED SKILLS & EXPERIENCE:

• Exceptional interpersonal and communication skills, with the ability to support executive clients with professionalism and discretion.
• Strong diagnostic and troubleshooting capabilities across hardware, software, and network environments.
• Hands-on experience with Microsoft Azure, Office 365, and Intune, including cloud environment management and endpoint security.
• Familiarity with network infrastructure (routers, switches, firewalls) and basic connectivity troubleshooting.
• Proficiency with remote desktop tools, ticketing systems, and documentation platforms.
• Ability to remain composed and effective under pressure, especially in high-stakes or time-sensitive scenarios.
• A growth mindset and willingness to learn new technologies, tools, and client-specific systems.

WHY PHALANX?

At PHALANX Solutions, we don’t just solve problems, we build trust. Our team blends technical excellence with strategic insight, delivering cybersecurity and IT services that protect and empower our clients. As part of our frontline support team, you’ll play a vital role in upholding our brand promise of integrity, responsiveness, and innovation.

Job Type: Full-time

Pay: $55,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Vision insurance

Work Location: On the road