Tier 1 / Tier 2 Field Technician at Aris Search

Tier 1 / Tier 2 Field Technician

Location: New Castle, Delaware (On-site / Local Field Support)
Type: Full-Time
Industry: Managed Service Provider (MSP)

Overview:
We’re seeking a motivated Tier 1 / Tier 2 Field Technician to join our growing MSP team in New Castle, Delaware. This role is ideal for someone who thrives in a fast-paced environment, enjoys helping people solve technology problems, and has a genuine passion for learning.

You’ll be the face of our company,  providing on-site and remote IT support, troubleshooting client systems, and ensuring every interaction reflects professionalism, empathy, and clear communication.
For the right person, this position offers a clear growth path into a Senior Engineer or Systems Administrator role as your skills and experience develop.

Key Responsibilities:

• Serve as the first and second line of support for client technical issues via phone, email, remote sessions, and on-site visits.

• Diagnose, resolve, and document hardware, software, and networking issues.

• Install, configure, and maintain Windows desktops, laptops, and peripherals.

• Manage and support Microsoft 365, Azure AD, Exchange Online, and related cloud services.

• Support and administer Active Directory, group policies, and user account management.

• Collaborate with senior engineers for escalations, project implementations, and ongoing client initiatives.

• Maintain clear communication with clients — setting expectations and following through until resolution.

• Keep detailed, accurate documentation in the PSA/ticketing system (e.g., ConnectWise, Autotask, or similar).

• Participate in occasional after-hours maintenance or emergency support as needed.

Qualifications:

• 1–3 years of hands-on IT support experience, preferably within an MSP environment.

• Strong understanding of the Microsoft ecosystem: Windows OS, Microsoft 365, Azure, and Active Directory.

• Basic networking knowledge (DNS, DHCP, VPN, firewalls, switches, routers).

• Excellent customer service and communication skills — able to explain technical issues in plain language.

• Strong problem-solving ability and eagerness to learn new technologies.

• Valid driver’s license and reliable transportation for client visits.

Preferred Skills:

• Experience with RMM and PSA tools (ConnectWise, N-central, Datto RMM, etc.).

• Familiarity with Intune, SharePoint, Teams, and cloud identity management.

• Basic scripting or automation (PowerShell preferred).

• Relevant certifications (CompTIA A+, Network+, Microsoft Fundamentals, etc.) a plus.

Why Join Us:

• Collaborative, growth-oriented team environment.

• Direct mentorship from senior engineers.

• Exposure to diverse technologies and real-world IT environments.

• Support for training, certifications, and professional development.

• Competitive salary (up to $60k) and benefits package.

• Opportunity to advance into a Senior Engineer or Systems Administrator role as you grow.